Press Red Interactive/V+

[joglynne]

Can somebody reassure me that I'm not completely mad.!!!!! and if possible give me some help and advise.


I had V+ installed on 16 Feb. I keep my old Samsung box and had it relocated. Since that date I have been trying, with the help of this thread, to get my red button and Virgin Central sorted. Giving the information I have listed below I phoned up frequently, hits were sent, I took out the card and dutifully cleaned it, and generally did as I was told.!
I was then informed by CS that it was a problem that would be cleared up by a download. I waited, and patiently waited. Checked with CS each time a date came and went with no solution to my problems. Finally the big day arrived. Came downstairs to see 999 as channel on V+. Eagerly switched on TV. My red button didn't work Virgin Central didn't work

Phoned 151. A very helpful foreign gentleman took the details and said I would need to wait 48 hours. I did.

Phoned 151. Was informed I should have been told to wait 72 hours.

Phoned 151. A very helpful Glaswegian gentleman took the details, checked his screen and said....was my VOD still not working Pointed out that VOD had always worked. Explained my problems again, and with the knowledge gained on this thread I bravely asked if my interactive had been enabled. He said yes. He said he would refer my problem up to 2nd level. and that they would contact me in 72 hours.
Some success though, he had queried the fault of Virgin Central on my old box and that problem would be sorted on 19th March at 17.57pm. We both had a laugh at the preciseness of that, and I was ever so hopeful.

Phoned 151. Today
5 days have passed with no contact. Virgin Central not working on either box and red button not doing as it should. Another kind Glaswegian gentleman took the details, checked his screen and said...it was an area fault. with no need to be passed up a level, lack of Virgin Central was a known wide-spread exNTL fault. He offered no solution. I politely enquired about my RED BUTTON. he has said that he will refer my problem up to the technical 2nd level, I just need to wait ....... 72 hours. .

I need to have your input please.

Samsung
Red button gets me into BBCi and other 'press red' channels.
on demand and NTL sevices interactive screens show that I do not subscribe????
Virgin Central --red button doesn't work.

V+ box
using V+ button I can record and playback
In Home can use all options ie can look up the weather, view films, watch HD
Red button will not get me into Virgin Central
Red button will not work on any 'press red ' channels.

Jo
ps I'm very sorry for the length of this screed.

[Stan the Man]

Just read my earlier posts, the fault will almost certainly be at their end. Someone should call you to say it's been fixed and to reboot your box. Obviously you've been lost in the red tape somewhere.

Good luck
Stan

[joglynne]

Thanks Stan.

Have read your inputs over the weeks.
I just feel as if it's me missing the plot at times. Plot? now I wonder if it's really me, maybe their out to get me. No, I know it's not just me that has problems with CS. It just feels like that sometimes.

big grin and sigh
Jo

[Murk]

Well i had an engineer round today for another problem but i did ask about the press red on my V+ box and why it does not work on there but does on the Samsung box, and he said because on the Samsung it is version 1 software and the V+ is version 2 software which does not work with the red button at the moment but they are working on it

[Stan the Man]

Originally Posted by joglynne

Thanks Stan.

Have read your inputs over the weeks.
I just feel as if it's me missing the plot at times. Plot? now I wonder if it's really me, maybe their out to get me. No, I know it's not just me that has problems with CS. It just feels like that sometimes.

big grin and sigh
Jo

Keep playing the game Jo you will suceed, if you get to speak to the right people it will all happen

[grabbi]

Hi Jo!

Looks like you have the Red Button not fully functioning on V+ or your Multiroom, so if you call up again, please say to them you have called up and been told to wait for so long.

Ask for some sort of rebate on the time spent on the phone, plus no Interactive and no Sky Movies9, and they will offer you some money back.

I'd hate to think you were still paying fully for a service which isn't being faithful to you.

Now, if you do decide, keep calling 150 to talk to someone and tell them the same thing: my VoD and Red Button Don't work!

If it is an area fault, then when will it be sorted etc.

The rebate does ease the pain of not having the functions available.

In the mean time, if you press Home, Interactive, News, BBC News, on the V+, that's the long way round the Red Button problem.

Virgin Central: Home, TV On Demand, Virgin Central should take you there.

Hope its some help to you, but I can't stress enough: GET THE REBATE. Time spent on phone + time spent without full service = £££!

[joglynne]

Thanks Grabbi,

Just being able to rant has given me back my sense of humour.

Truthfully we are enjoying the V+. HD is awesome. I couldn't get it originally as I only had a DVI connection on my TV, but, with a little guidance from you lot..need I say more.

One other thing I am pleased with is the Standard Definition, it softens the blow of Virgin not having a lot of HD content. (Guess that's another thread)

Jo

[daveybm]

Hi
I went through the same procedure as Jo but rebooted my box 4 days after my red button problem was elevated to level2 faults , hey presto! it's all working,so it might be worth trying as it appears that you don't always get a call back from faults even when they've fixed the problem. I had to do the same after my V+ box installation when my v+ bit wasn't working, once again no contact from faults or cs.

Dave

[joglynne]

Thanks Dave, Will go and check that now. Was doing it for the first few weeks, but got feed up with nothing happening. Thanks for reminding me
Jo

[tim browning]

Originally Posted by tim browning

Spoke to my 6th Virgin Level 2 'tech' support person today about this. Have so far spent well over 3hrs on the phone to these clowns, taken a wasted afternoon off (engineer arrived, said he has exactly the same problem at home and could do nowt about it, left within 5 minutes) and been given 3 seperate dates when it will DEFINATELY be fixed by. All of these dates have come and gone with no change. A 3rd level support person was going to phone me back this afternoon. Guess what? No phone call.

The 0800 0529403 number for cancellations/customer service is always busy and they then disconnect you. Sky werent brilliant, but by god I miss the friendly, honest Scottish voices who fixed stuff immediately.

To say that I am annoyed would be an understatement. Shiny new V+ box is going out in the rain on my front lawn on Friday and my direct debit cancelled unless someone gives me a truthful answer. I'll keep you all posted.

Tim, Southampton.

UPDATE: No call-back from an engineer after 2 days. And then, all of a sudden, red button works! Who knows what the problem was.

[joglynne]

Tim. Glad to hear about your red button.

Phoned Glasgow again on Monday, Still no VOD on Samsung or red button(BBCi) on V+.
I'm still rebooting every morning. The Samsung has started to act quite erratically (always very stable in the past) so maybe 2nd level have been sending unsuccessful hits. No change on the V+.

Maybe I'll have more success after the EPG hit is out of the way.

Jo

[joglynne]

An update.. DRUM ROll ... Thanks Stan, grabbi, Murk and Dave. Everything is working Guess I should have whispered so as not to temp fate. Oh well. The support of you guys and others on various threads has been invaluable so thanks again to all of you.

Jo

[Murk]

Originally Posted by joglynne

An update.. DRUM ROll ... Thanks Stan, grabbi, Murk and Dave. Everything is working Guess I should have whispered so as not to temp fate. Oh well. The support of you guys and others on various threads has been invaluable so thanks again to all of you.

Jo

Oh wow congratulations to you

Have you got a black box because the engineer who i spoke to yesterday said it works on some and not on others

[joglynne]

If you mean a black V+ then yes, but I think they may have had to try a few times because my V+ was screwing up something rotten for at least 48 hours. At one point it informed me that my subscription to cable services had ceased and at other times I would loose either sound, picture or both. It was always corrected when I used the reboot.

Jo

[Stan the Man]

Originally Posted by joglynne

An update.. DRUM ROll ... Thanks Stan, grabbi, Murk and Dave. Everything is working Guess I should have whispered so as not to temp fate. Oh well. The support of you guys and others on various threads has been invaluable so thanks again to all of you.

Jo

Great news Jo, glad it's all sorted.......enjoy

although a lot of the time my VOD is unavailable.......

Stan