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Forum Team
Forum Team
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Message 81 of 98
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Re: Remote not responding

Hi Sweeneytoddy,

 

Thank you for coming back to us via our community, I am sorry to hear you are still facing an intermittent issues with your remote after we have replaced the remote.

 

I have checked your account again as I was the last person to arrange a replacement remote, I cannot see any issues.

 

 

I would advised speaking to our faults team who will be able to speak to our 2nd line faults who will be able to look further into this for you.

 

Kind regards

 

Paul.

 

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Mike20ge
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Message 82 of 98
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Re: Remote not responding

Hi. My remote has an intermittent problem by not working. I think it is less than 1 year old.

appreciate any help

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Minartos
Tuning in
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Message 83 of 98
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Re: Remote not responding

Same as most on here. 

Got no where with any answers 

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SeanMonty
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Message 84 of 98
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Re: Remote not responding

My remote has stopped working intermittently again. This is a new controller after the first one has the same issue. It's not the battery, I've changed them and it still doesn't work. So frustrating.

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Forum Team
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Message 85 of 98
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Re: Remote not responding

Hello Mike20ge

Sorry to hear about the remote not working 

Sadly we are unable to arrange replacements on our Forums

If you give the team a quick call and choose the options for Tv faults 

The team will be able to send a new one out 

The bets number is 0345 454 1111 or 150 free form your Virgin Media landline

In the meantime you can download one on our Tv Control App 

Gareth_L

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jw1949
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Message 86 of 98
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Re: Remote not responding

Hi there

I have been having this problem for a few weeks off and on.  I installed new batteries, have rebooted the box a number of times and have re-paired the remote as well - none of this seems to make much difference.  It works fine for a couple of days then starts to play up again and I'm forced to use the app on my phone as a remote.

I have called the fault line on 3 occasions in the last week or so - on each occasion I have been cut off after listening to some awful music for upwards of 40 minutes !!  Extremely frustrating - anyone would think you don't like your customers.

It has occurred to me that I am paying Virginmedia upwards of £1200 per annum for a service that basically does not work and a service on which one cannot report faults, so much so that I am seriously considering "cord cutting" as asking for a full refund of monies paid.

Is there anyone at all at Virgin interested in resolving this longstanding problem ?

Jack

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jw1949
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Message 87 of 98
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Re: Remote not responding

Gareth

Not good advice to ask Mike to give the faults' line a "quick call".   Mike - you need to set aside 2 or 3 hours one day and even then it is unlikely that anyone will answer !!!!!!!

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Sweeneytoddy
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Message 88 of 98
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Re: Remote not responding

Hi All,

The forum team needs to stop fobbing us all off with the ridiculous fault line number. They are all fully aware of the situation with the remotes and TiVo boxes. They have been since AT LEAST 2017 when the thread was first created. 

This is NOT an isolated problem but a major software failure in some equipment.

My serious advice to the forum team is to make aware senior tech managers at virgin media to contact everyone in this thread. We should not have to wait 40 minutes to an hour to speak to someone about this problem, and to add salt to the wound, go through all the rigmarole of explaining what the problem is all over again.

What use is THIS forum if we have to speak to an advisor on the telephone at length re-explaining this problem, where possibility of  fault team saying there is no fault with remote/box. 

IT HAS ALREADY BEEN DOCUMENTED THERE IS A PROBLEM WITH SOFTWARE SINCE 2017.

Please advise forum team - that you have reported this thread to relevant people and US the paying customer are going to be contacted at their earliest convenience or a special NON-contact centre number will be provided to us where the tech specialist knows of this thread. That is the decent thing to do for loyal customers.

Thank you.

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Very Insightful Person
Very Insightful Person
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Message 89 of 98
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Re: Remote not responding

They have been since AT LEAST 2017...
88 messages here.. Some the same people/
3+ million Tivo boxes out there

Yah such a wide spread problem

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

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Mark as Helpful Answer if I've helped

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Sweeneytoddy
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Message 90 of 98
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Re: Remote not responding

Not once did I say it was a widespread problem. Thanks for your unhelpful remarks. 🤷‍♂️

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