Problems after V+ installation

RexNoctis · 20-03-2007, 16:59

Hi All,

Been lurking here for some time, finally need some help, please?

I had the V+ box installed this morning at 9am. All started well, engineer turned up on time, efficient and friendly. When he left, the V+ service was working fine and he said the extra channels would become active within 2 hours.

At 11:30ish, the box rebooted itself, after which the V+ service no longer worked and keeps giving me a message saying I'm not subscribed. I called Faults and spoke to a tech who asked me to leave the box switched on until 3pm, then reboot it.

3pm, reboot and no joy. I call faults back and speak to a woman who can't understand me. Once I've told her what the problem is, she asks me for the numbers off the smartcard and then the box itself. After reading them out 4 times each, I am still not convinced she had them correct. Anyway, she has told me that the call will have to go to second line support and they will call me within 3 days! Having read many of the other threads here, I'm not holding my breath but am forced to wait.

Has anyone else had similar problems, if so, do you know what the fault / resolution was? I've removed the Windows Media PC to put the V+ box in and the V+ box is going to seriously lose WAF (Wife Acceptance Factor

)

Never had any other problems with NTL/Virgin, have had the phone and 10MB broadband for well over a year.

ahardie · 20-03-2007, 20:31

Quote:

Originally Posted by RexNoctis

Hi All,

Been lurking here for some time, finally need some help, please?

I had the V+ box installed this morning at 9am. All started well, engineer turned up on time, efficient and friendly. When he left, the V+ service was working fine and he said the extra channels would become active within 2 hours.

At 11:30ish, the box rebooted itself, after which the V+ service no longer worked and keeps giving me a message saying I'm not subscribed. I called Faults and spoke to a tech who asked me to leave the box switched on until 3pm, then reboot it.

3pm, reboot and no joy. I call faults back and speak to a woman who can't understand me. Once I've told her what the problem is, she asks me for the numbers off the smartcard and then the box itself. After reading them out 4 times each, I am still not convinced she had them correct. Anyway, she has told me that the call will have to go to second line support and they will call me within 3 days! Having read many of the other threads here, I'm not holding my breath but am forced to wait.

Has anyone else had similar problems, if so, do you know what the fault / resolution was? I've removed the Windows Media PC to put the V+ box in and the V+ box is going to seriously lose WAF (Wife Acceptance Factor

)

Never had any other problems with NTL/Virgin, have had the phone and 10MB broadband for well over a year.

Sorry I cant help you. Just wanted to say welcome to the forum as everybody else seems to be snoozing

.

virginmedia · 20-03-2007, 20:33

Keep on at faults on 151.

RexNoctis · 21-03-2007, 10:50

Hi,

Thanks for the welcome!

Have not heard anything from Virgin but the V+ service and On-Demand seem to be working again this morning.

I am really liking the box now, much quieter then my HTPC. The only features that I have on the PC that I miss on the V+ are the ability to remotely schedule recordings and the ability to watch recorded content on either another STB or my PC.

V+ is still very impressive though. May have to fork out for a nice HDTV soon.

eldoctore · 21-03-2007, 10:54

Had similar initial problems - though I don't think my V+ service worked and then stopped. Recall seeing on one thread that it advisable to switch off old non V+ box (don't know if you have one or not) as "hit" sometimes went to wrong box. Then got a hit to the correct box; recording then worked but with non functioning VOD; which subsequently worked intermittently. Engineer came (waste his/my time) and after escalated to second line faults all works most of the time - still have intermittent temporary unavailable error messages with VOD/Catch up TV but an instant retry usually works. Think you have to pester faults, and insist on escalating it to second line support if no resolution. Good luck.

RexNoctis · 21-03-2007, 11:34

Ah,

I did switch off the older box overnight, had a hunch they might be getting confused!

Everything is working at the moment apart from the fact that there are no programmes available OD. At least it isn't telling me I'm not subscribed to it.

It is frustrating having to wait for support, at least when the HTPC fouled up (which it did frequently) it was something I could fix.

Overall, very, very happy!