V6 no EPG

[bitsandpcs]

I have a V6 and the EPG has not worked since last night and it appears to have recorded everything possible lol. The issue should have been fixed today but hasn't and now it says the 4th. Will VM be compensating effected customers?

[japitts]

What do you mean by "EPG has not worked" - can you be a bit more specific? And by extension, "appears to have recorded everything possible"?

I presume your reference to "it" saying the 4th is to an online status page entry, but can you elaborate on that too?

The more detail you can give as to your issues, the better advice can be given.

[Sabrina_B]

Hi @bitsandpcs 👋.

Thanks for reaching out to us. Apologies for the issues that you have had with your V6 box.  We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Sabrina_B]

Hi @bitsandpcs 
 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for V6 box issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:

•    The technician diagnoses the faults as not being caused by our network/equipment 

•    The technician discovers that the fault or problem relates to your equipment

•    The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Sabrina
 

[bitsandpcs]

The error has returned ☹️

[japitts]

What do you mean by "EPG has not worked" - can you be a bit more specific? And by extension, "appears to have recorded everything possible"?

The more detail you can give as to your issues, the better advice can be given.