Called the number and got put through to tech support department. The person I spoke to was 1st line so just had a number of checkpoints to run through rather than any in depth knowledge. Have been told it will be escalated to technical support who will attempt to fix it remotely. If it is not fixed in 48 hours then I have to ring back and see what the next steps are! Seems a bit rubbish to me! If this isn't a hard drive issue then I will be amazed so not sure why VM cannot be more proactive and send an engineer around to fix or replace or send me a new box. Support needs to be more proactive and not rely on me calling back after a number of days if it's not fixed.
A failing hard drive can't be fixed remotely, although I'll give CS the benefit of the doubt that their script might have been saying "pass to someone else to clarify the symptoms and make sure" - I'm being very generous here and potentially without any basis
Personally - forget the 48hour advice and callback as soon as you're ready. And if you don't get a "sensible" outcome - i.e. a tech visit or replacement box - then post back and there are other ways and means of getting the correct outcome. But let's try the telephone route first and give them the chance to correct their mistake.
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Thanks will do. I won't mark this as resolved until we have a few more recordings and tests to prove it is fixed. As a side issue it looks like voice syncing issues now but this could just be coincidence.