Forum Discussion

Sullyman's avatar
Sullyman
Tuning in
10 months ago

New box, change to 360 and losing recordings?

Been on holiday for 2 wks, came home to find all recordings and planned wiped out, contacted customer service and was treated like a child, I went on to 360 in Feb after having the box replaced and had a number of occasions where recordings have failed after a number of mins but this takes the biscuit, customer service eventually said they would send out an engineer, but I've had no communication since, I think they just said this to get rid of me. Can anyone suggest how I can get an engineer without going through CS.

Thanks

  • Stephen_Bubbles's avatar
    Stephen_Bubbles
    Dialled in
    10 months ago

    This seems to be a common problem. I'm looking forward to it happening to us now that we're unfortunately on the shambles that is Virgin 360

  • roy247's avatar
    roy247
    Superstar
    10 months ago

    Hi Sullyman,

    The quickest way to get an engineer is by calling CS which you have already done, have you checked to see if you have any appointments by signing into your My Virgin Media account, should be in Orders & Appointments.

    The alternative is to wait for one of the Forum team to pick this up which may take 2 to 3 days. ðŸ¤ž

     

  • japitts's avatar
    japitts
    Very Insightful Person
    10 months ago
    Sullyman wrote:

    I think they just said this to get rid of me. Can anyone suggest how I can get an engineer without going through CS.

    If a tech visit is the next step in any fault report, it should be booked whilst you're on the phone and a timeslot agreed. If you're offered a callback, that is - 9 times out of 10 - an excuse to get you off the phone.

    VM staff do frequent this forum and respond to posts once peer-peer support has been exhausted, so it depends how urgently you want this reported.

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    10 months ago

    Hi Sullyman 👋

    Welcome back to our Community Forums and thanks for your post.

    I am sorry to hear about the issues with your recordings. 

    I'd love to take a closer look into this so will pop you a PM 📩 now and we can take it from there.

    Speak soon! 😊