Disappointing! Just Like NTL - Useless Service from useless engineers

[mrafowler]

My set up was a Set Top box in the living Room and a cable modem on the other side of the room.

Cable comes into house and then a splitter is attached so one cable goes to the set top box for TV and one to the cable modem for internet access.

Simple.

Arranged for a V+ Box to be installed on Friday - engineer was just leaving as I arrived home from work.

Vbox installed in living room and set top box moved to the bedroom, cable modem remained where it was.

Engineer took over two hours and couldn't get the set top box in the bedroom to work (he said they had turned off the signal).

V+ service set up fine.

When I tried to connect to the iternet there was no signal. It soon became apparent that the 'engineer' had connected the v+ box to one cable from the cable splitter then connected the bedroom set top box to the other side of the cable splitter.

He left the cable that had previously been attached to the splitter (that runs to the cable modem) unattached and said to my girlfriend that he didn't know what the cable was for.

That's when he left.

So in two hours he plugged in a V+ box and moved the set top box to the bedroom (by running an additional cable there).

When he left there was no internet and the set top box in the bedroom was not working (oh and he hadn't even bothered to plug the bedroom's DVD player's scart lead into the set top box).

I have had to disconnect the set top box's cable from the splitter and reconnect the cable modem. So even if Virgin have turned the bedroom set top box back on it won't work because it is not physically conencted.

Virgin are coming back on Tuesday evening - who knows if they will be able to fix it - the person I spoke to at the call centre when I reported the problem sounded German and didn't really grasp the problem I was explaining to him.

Oh - and I don't know if the V+ remote control / box was supposed to come with instructions, but if they did the 'engineer' did not leave them.

I had programmed the remote for the set top box so that it controlled the volume on the TV and would like to do teh same with the V+ remote but don't know how to.

Andrew

[martin42h]

Sorry for your experience. I've always found NTL/VM engineers most helpful. However. you can find the V+ user guide here:-
http://help2.virginmedia.com/assets/...user_guide.pdf

[mrafowler]

Thanks for the link, which is very useful.

However, when we try and access the 'Help And Info' section on the Home Page we just get 'please wait' in a yellow box and nothing happens i.e. the set top box freezes and needs to be reset.

In fact any option that we choose on the Home Page causes the box to crash - is this a known fault?

Cheers

Andrew

[martin42h]

Do you have access to all of the TV channels you have subscribed to?
Also, there is a list of remote codes for the TV volume somewhere on this forum but I can't presently find it - let you know if I do.

[mrafowler]

Hi again,

yes we have access to all of the channels - just problems with the the Home Page - on the Home Page option Number 1 (The TV Guide) works , Number 8 (the settings option) works, number 7 (interactive) does nothing but does not freeze - all of the other options cause the V box to freeze and nothing happens until it is rebooted.

Thanks

Andrew

[Paul]

Unfortunately every company suffers from staff like this, the majority may know their job well enough to get the end results but obviously there will always be one or two like this that need to be re-trained or sacked. Obviously your install has not been done properly and to be honest it sounds like the working box has a duff signal level going to it. On tuesday make sure no one leaves before they have fully demonstrated everything is working, no doubt this time you will get an installer or engineer that actually knows what he/ she is doing.

[Murk]

Originally Posted by mrafowler

Hi again,

yes we have access to all of the channels - just problems with the the Home Page - on the Home Page option Number 1 (The TV Guide) works , Number 8 (the settings option) works, number 7 (interactive) does nothing but does not freeze - all of the other options cause the V box to freeze and nothing happens until it is rebooted.

Thanks

Andrew

Don't worry i have exactly the same problem after having my previous V+ box replaced because of another problem and am waiting for a call back from cs if i ever get it

[busboy125]

As per post No. 3 & 4

This is a link to the codes and how to do it


http://www.cableforum.co.uk/board/at...0&d=1163911610

Hope this helps