Can anyone help?

LostintheNW · 04-04-2007, 18:16

in february i had the v+ box installed right around the time virgin central started. I have never been able to use this service nor sky movies 9 on this box as when i push the red button it does nothing. Now the movie channels are pin protected i cannot watch them!

Been on the phone a number of times to VM about this and they said 2nd line support needs to look at it and they will call me back.....surprisingly they did not call me back!

Called today and was told the reason i did not get a call back is because it had been passed to broadband support when its nothing to do with them.

Just called them again now as i am at home and been told a load of crap that its in fact an area fault and has been for 2 months and thats why its never worked.

I am sick of the constant lies from them, and cant get through to anyone who can help at all - this is the first time i have heard thats it an area fault, as they didnt tell me this 1 hour ago when i called while at work.

Does anyone else have any problem with this service? as i am about to cancel the lot and get myself a freeview box which doesnt seem to have any problems at all!

vhelper · 04-04-2007, 18:22

Hi
We have had an issue that was fixed this morning. Can you reboot your box and let me know if you still have an issue with Red button.

Thanks

awibble · 04-04-2007, 18:35

Sounds like you could do with speaking to someone higher up.

Personally i would call up and make sure i get a uk call center, i have found the outsourced callcenters are useless.

Explain the problem nicely, and point out that you cnanot use virgin central nor the movies channel and tell them you have been waiting a long time for it to be resolved. Keep calm at this point.

They are probably going to tell you theres nothing they can do, this is where you want to politly ask for a supervisor, you will probably have to insist on one, but dont take a call back, you want to talk someone now.

It will be a pain, but eventually you will get someone that will be willing to help you. Hold your ground, and don't settle for bu**s**t excuses

savvychels · 04-04-2007, 18:58

Installed the same time, had the same problem, called and was passed to 2nd line faults who DID actually ring me back to tell me they'd fixed it. Was some kind of pairing problem with the boxes and the account (may have been that they hadn't changed the primary box to V+) and all has worked well since then. Problem is you have to get someone who knows about the particular issues.

sstainer · 04-04-2007, 19:25

if dont get any results send a letter to virgin media's head office [hook i think] at least they will see how annoyed you really are and maybe something will be done for sure after all now movie channels have changed & your paying for something you cant watch that is not on [good luck what ever you do]

LostintheNW · 04-04-2007, 20:20

box has been rebooted, account is all fine, the girl who lied to me has had a complaint filed against her.

The box still doesnt work, so if the manager doesnt call me back the services will be cancelled, as being lied to has really annoyed me more than anything else.

This is 2nd box as the 1st one was swapped out due to the pairing problem which they found out when the engineer had to take the box away grrr

---------- Post added at 20:20 ---------- Previous post was at 20:19 ----------

and this issue vthelper has been going on for 2 months, and i am not believing anything about it being an area fault or an unknown issue as i have been calling about it. At this moment in time i am not impressed with Faults at all, cant give any blame to CS as they have been more than helpful

LostintheNW · 07-04-2007, 11:27

Well as expected no one has called me back, and the issue is still there. Think its time to dump the TV services and just stick to freeview, no point in paying extra for channels i do not have access to!

Congrats Virgin - customer service as bad as ever

**Rob** · 07-04-2007, 12:13

Some areas are known to have serious faults with the On demand type services. I can't get them and haven't been able to for some time now. Worse it seems like VM have no idea when they are going to be able to resolve it. However whether my issues in Surrey are similar to yours in Manchester, I don't know.

Unfortunately call back's rarely happen. It's got to be worth another call to faults. I must admit to being pleasantly surprised when I got through in less than 30 seconds yesterday.

LostintheNW · 07-04-2007, 13:10

Its only happening with the v+ box, the samsung box downstairs is fine. I am going to call CS and just ask them to disconnect the TV and demand a refund for the time i havent been able to watch stuff as its just annoying me now. They are useless and pathetic and dont want to help it seems.

punky · 07-04-2007, 13:21

Moved to V+ forum

12noon · 07-04-2007, 13:34

I have the same problem. V+ installed last Tuesday with the old telewest box moved upstairs. VOD doesn't work and neither does the red button. The telephone also stopped working the other day and i had to call Virgin from my mobile phone. The engineer is coming out this afternoon to look at the telephone and with a bit of luck he might be able to help with the V+ box. If not i should be able to phone Virgin back up once my phone line is working again.

Update after phone engineer came.

The phone engineer tested my telephone and then went down to the box at the end of the street. Anyway he came back to tell me that the cable running from the box at the end of the street to my house needed a re-pull and he would make sure it was done either Tuesday or Wednesday next week. He then had a look at my V+ box and would you believe it, it worked perfectly. VOD and the RED button was working.

I think he must have done something in the box at the end of the street, but it works now. All i have to do now is wait for the cable re-pull and i should then also have a telephone.