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lijtay
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Subscription TV channels missing

I have lost all TV channels apart from BBC1, 2 ITV Ch4 and 5. My bill is paid. I have checked all cables and connections they are fine. I have rebooted and updated my card via TV care. I have rebooted and rebooted again. There are no issues with my service status and there has not been an outage in my area. I have not received any notification from Virgin media by letter, email, phone or onscreen to advise of a change in services in the last 6 months - other than an email today advising me of new box sets being available

The call centre left me in a queue and then closed. You cant get in touch with this company for love or money bar this community. Before I give up my day tomorrow to join the call centre queue to cancel all my virgin services, does anyone have any idea how I can solve my problem or know of any faults that has caused a total loss of TV services? Many thanks

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BenMcr
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Re: Subscription TV channels missing

You should have had all of the notifications i.e. an email or a letter, and an on screen message advising that the old V / V+ HD and V boxes would stop working from this week.

As you will not get the existing box working again, at this stage the only thing you can do is to either arrange a swap to a working box or discuss alternative options to reach an outcome you're happy with.

https://community.virginmedia.com/t5/Virgin-TV/All-missing-channels-except-1-5/td-p/4315559

**********************************
I work for Virgin Media - but all opinions posted here are my own
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lijtay
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Re: Subscription TV channels missing

HI BenMcr

Do appreciate your response and in standard circumstances this would have been really helpful, so thanks

Based on other advice on community I called the helpline early yesterday and got through. My box has been decommissioned. Im having another box shipped out which for some reason takes several days, rather than Virginmedia sending it through an urgent courier, given Virginmedia have removed parts of the service I am paying for without notice.

Im advised Ill get a refund for loss of service automatically - I'll advise that this never happens

But, for this community Im afraid I have to correct you, I have received plenty of correspondence for marketing over the past few months by post and email, Ive even had someone call me to "discuss my package"  but not one item of contact to advise me the TV box is being decommissioned, and no on screen messages. Not even a text. NOTHING. I can see from this community that I am not the only one who has had this issue, as its been flagging up since mid June - so Virgin Media were aware a few weeks ago their system of notification had failed but have still carried on decommissioning services. They should have paused and ensured all customers had been notified.

I have been with VM since the start, I was a telewest broadband customer. I used to recommend VM as I rarely had a problem with service and found their customer service great. In the past 12 months I have had loss of all services 3 times - which all took over a week to resolve. Just at the start of lockdown virgin media sim upgrades shut down my phone, I found they had decided to decommission my mobile phone, also without notice - knowing I was shielding virgin still took 6 days to replace my phone and that was only after I had spent 8 hours over several days with the call centre and threatened a complaint to the regulator. Good job i didnt have a medical emergency.

Clearly Virginmedia are updating their systems, but have chosen to just randomly shut older hardware off and leave it to the customes  to sort out, rather than have a structured upgrade system in place. The decision to routinely shut off services without notice is a beach of contract and I alone have had 5 of these in the past year - 2 being since lockdown.The ability to contact the organisation is very limited and sadly the helpline is hit and miss - either advisors are very friendly or are extremely condescending, openly mock customers or routinely leave you on hold or disconnect you on a transfer - this is a favourite. Sadly its then left to the few advisors taking pride in their role to deal with repeated callers who are then becoming angrier and angrier. I can see the customer feedback on community, twitter and facebook, Virgin media can but are ignoring it. VM are not sorting out the reduced quality of their call centre and have failed to organise for Covid as the bulk of this service is offshore and in countires affected hard by Covid. As an organisation, VM should have sorted a back up plan - theyve had nearly four months are are failing where comparable organisations have achieved. Because it costs money. .

So BenMcr I really appreciate your feedback and do appreciate you come on community to provide contact and advice where VM contact centre and website doesnt - that really helps people and reduces a lot of stress and anger. But Im too long in the tooth and have a long career working for large organisations and call centres to give VM any more benefit of the doubt. Service improvements are their structured procesess and should not be rolled out until sample tested. VM they clearly have a very large "accepted downfall " percentage where they know services will fail - they should have a modest one.

There is plenty available now that means customers do not even need to contract long term to services for TV, phone or even broadband, or can subscribe to better service providers.

Im moving my all my subscriptions, so are 4 of my family members and I have two friends also in the process of switching. My neighours have had enough, as service fails affect set areas, and advise they are switching aswell. Thats a lot of VM services loss in two housing estates, but VM arent bothered because they are focusing their whole set up on new subscribers locked in long contract periods  - who then find the service to be not as advised, or exisitng customer upgrades and increased profitability - and by default renew contract periods. Classic maximisation business model.

Such circumstances, with elevated compaint levels to the regulator CISAS, will eventually lead to an investigation of VM business model and service failures. People just have to ensure they persevere with VM appalling and inaccessble complaint service and then escalate the response to the regulator CISAS.

All the best BenMcr

 

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newapollo
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Re: Subscription TV channels missing

I don't work for Virgin Media so my opinions are my own, however I feel I should address a couple of the OP's remarks.


not one item of contact to advise me the TV box is being decommissioned, and no on screen messages.

 


These onscreen messages should have alerted all customers to the fact that their boxes were being decommisioned.

The following messages have appeared onscreen advising customers of the need to replace their Virgin set top box

An announcement that BT Sport channels would not be available on the box from 9th December 2019, offering a replacement Tivo.

Another announcement that Sky Sports would no longer be unavailable from 1st August, offering an upgrade.

More recently: This is an older type of Virgin Media box and we need to upgrade it. Don't worry, it's totally free with no catches! Simply give us a call on 0345 454 1111 to place your order.

Also This is one of our older boxes which will not be supported from 1st July and only basic channels will remain. Don't worry, you are entitled to a free upgrade to our latest box, the V6. Just visit virginmedia.com/offers/V6swap or call us on 0345 454 1111 to book your upgrade.

 


VM are not sorting out the reduced quality of their call centre and have failed to organise for Covid as the bulk of this service is offshore and in countires affected hard by Covid

 


Virgin Media have been actively recruiting new staff to deal with the increased volume of work. These new roles are all based in the UK

500 new customer contact centre jobs  This was on 24th March.

100 new customer contact centre jobs in Sheffield  This was on June 18th

All in all I believe VM should be commended for creating and bringing new jobs back into this country, especially when so many other firms and businesses are losing staff at present.

 

 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
lijtay
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Re: Subscription TV channels missing

I appreciate your response Newapollo

My comments are based on my experience, my family and friends experience and my neighbours experience -  and now what Ive see posted. I genuinely do not believe all the other posters, particularly twitter users, are all being untruthful when they describe their negative experiences. I fortunately have had good call centre service on this occasion, but have recently gone through the put on hold / cut you off scenario on repeated occasions for a problem in April and a problem in January.  I have 13 years subscription to VM, (telewest/ntl before), Ive never encountered so many service disruptions and problems - before Covid

Its all very well stating the messages that "should" have appeared. I think I was pretty clear in my post that these messages havent in my case, neither has any other form of contact. So I am not clear on your point here. I state the facts of my experience. I also referred to other community messages and the wealth of posts on twitter. There has been a problem for a few weeks, so going ahead with a decommissioning programme knowing not all customers have been reached is not acceptable. Even if it meant sending out a generalised text message along the lines of "if you have this box, please contact us now" They manage these when promoting new phone deals or package upgrades.

I stand by my post on service quality and organisation, whilst I commend VM for recruiting, and wish their new and existing staff all the best, some issues are, in my experience, proving to be fundamental.

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