No TV since 29th April - help please

[kimbop8672]

Hi, I downgraded my package which came into effect on 29th April. The broadband works fine after I restarted the router that morning, but the TV has had error code 7400 since then.

Have obviously called customer services, the first time I was told an IT ticket had been raised which should fix it in 24 hours. When that didn't work I called again and was told an IT ticket had been raised and would be fixed within 5 days. Don't worry, they said, you won't pay for the time you were out of service. I asked for email confirmation of this and what had been done, "yes we will send you a confirmation"... Guess what, never received anything.

I'm now getting emails saying "we need to come and collect your TiVo box, please book a slot"... No idea why. All I've done is downgrade my package, the box worked fine before!

I don't want to phone again as I'm not convinced that they know what's going on. I've had issues in the past that I was only able to get resolved through this forum - so please could one of the team PM me asap so we can sort out what should have been a simple change?

Thank you

[japitts]

From your description, your TiVo has been deactivated. 7400 is an activation error and "we need to collect your box" implies it's been cancelled. Not receiving email confirmation is not a surprise - this is often promised but I've never known it materialise.

Calling in should be the quickest way but I can understand your reluctance. You've already called twice and this hasn't been resolved, so I'll exercise some VIP-discretion and flag this post for the staff to pickup sooner than they otherwise would.

Edited to add that if this is genuinely an IT/back-office issue, then they may not be able to expedite that. But at least you should get a straight answer - I am presuming here, that you have other services with VM, such as broadband?

[kimbop8672]

Thanks for the reply, yes I have a 100mb Big Volt bundle at the moment.

[Tom_W1]

Hi @kimbop8672, thanks for your post although I'm sorry to hear of your concerns raised.

Please allow me to send you a PM to look into this further, and respond when you can!

Many thanks

[japitts]

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@kimbop8672 wrote:

Thanks for the reply, yes I have a 100mb Big Volt bundle at the moment.

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Of which the TV element is Mixit.