Red Button

[JB Rhino]

I'm not sure if this applies to everyone or not but i just called up faults regarding my red interactive button not working on Sky Movies and they said it was a nationa fault which would be fixed by tomorrow evening. He told me to press the reset button at 7pm, hold it for four seconds, then release it and fingers crossed it should be up and running........we'll see !!

[roddydogs]

Originally Posted by JB Rhino

I'm not sure if this applies to everyone or not but i just called up faults regarding my red interactive button not working on Sky Movies and they said it was a nationa fault which would be fixed by tomorrow evening. He told me to press the reset button at 7pm, hold it for four seconds, then release it and fingers crossed it should be up and running........we'll see !!

wasnt working again yeterday, havnt tried to day yet.
ps is the "Reboot" button on the left of V-box the same as unplugging it? acoording to c/s it isnt, so whats the point of it?

[JB Rhino]

I asked the guy at faults about whether I needed to unplug it and he said you should only EVER do that as a last resort if pressing the reset button isn't working. I doubt it will work tomorrow as advised but hey, life would be dull if everyting was perfect !!!!

[Jade]

I called faults a short while ago too because my red button wasn't working either on Sky Movies. He said I should reboot, wait for the EPG to reprogramme (which takes 2-3 minutes) and then press the red button. Sure enough the red button is now working fine on both my V+ boxes.

[rtj70]

My red button never worked since the V+ install in February. Didn't find a need and thought everything else working so why bother.

Now we need it for Movies I called yesterday... and here's what happened:

- Call 151 faults and get through around 6pm (and speak to Indian call centre) and told computers are down. Call back in two hours. So okay.
- Call back in two hours and I tell them I have done the reboot etc. and they then say "we'll pass to second line and you'll get a call in 48 hours"... and immediately changed that to 72 hours.
- Thought I'd call 151 during UK working hours and get UK call centre. Tell them history of fault call and say I'm sure it only needs the "interactive hit" sending. He agrees and does it straight away. We do a few tests but not working yet.
- Whlst not working immediately we agree I leave it a short while, turn off the box for 10 minutes and then try again. And it works.

This is the bit that gets me and someone at VM needs to look into it. Call 151 to cancel 2nd line support call and "computers are down" according to the Indian call centre.

What is it with their IT systems? Is this due to the handover from UK to India or are they just not doing what they should for two hours. If I was Richard Branson I would not be happy with them. And if the IT is down then someone needs to fix it and make it reliable.

if Indian call centre had done what I asked this would have been fixed last night but there is now a 2nd line call and UK 1st line could fix it. Why not India?

Anyway ask for interactive to be resent... and switch off and wait a bit. Pin was reset to 1234 as well.

That's my rant over but I am happy. Nearly thought I'd ask BBKing to help as the fix should have been simple.

[canarytops]

Hi,
As above I now have the ability to access Sky Movies via the "red button". However yesterday the volume adjustment wouldn't work from the handset (did on other channels) but does today. But the pause/play function doesn't appear to be working (again Sky Movies only).
Is this a know problem ?

[rtj70]

I do not think the pause/rewind button will work at the moment for the Sky movie channels. When you hit the red button a little applet starts running on the box and whilst this is running you cannot use the V+ buttons.

Hopefully will be fixed at some point but the only workaround is the record the movie and start watching it whilst it records.

[irichard]

We've rung up 3 times so far;

We firstly heard a recorded message a week ago saying that it was a known national fault and that the engineers were working on it.

I then rang back on Tuesday this week and got through to India. They denied all knowledge of the problem, took my details and said they would raise it to the 2nd level. Someone would definitely ring me back in 72 hours.

Of course, they didn't. So I rang back again yesterday (Friday) to be told that it was a known problem at their end and that there was nothing they could do about it. They hadn't rung me as they would only be ringing me as and when the problem was finally fixed (they didn't know when that would be).

I asked about a refund to be told that I would have to ring Customer Services once the problem was fixed IF I wanted to ask for a refund! They accepted that this was a national problem, but they were happy to leave it to their customers to decide whether they wanted a refund for loss of service.

What happened to the idea that Virgin were supposed to have excellent Customer Services? They really don't have a clue!

[canarytops]

Does anyone know whether the pause/play feature is definately going to be fixed in the future and if so in what timescale ? This is (was) one of the key features of the V+ box and has a serious bearing on my long term committment to VM.

[advectus]

Originally Posted by irichard

We've rung up 3 times so far;

We firstly heard a recorded message a week ago saying that it was a known national fault and that the engineers were working on it.

I then rang back on Tuesday this week and got through to India. They denied all knowledge of the problem, took my details and said they would raise it to the 2nd level. Someone would definitely ring me back in 72 hours.

Of course, they didn't. So I rang back again yesterday (Friday) to be told that it was a known problem at their end and that there was nothing they could do about it. They hadn't rung me as they would only be ringing me as and when the problem was finally fixed (they didn't know when that would be).

I asked about a refund to be told that I would have to ring Customer Services once the problem was fixed IF I wanted to ask for a refund! They accepted that this was a national problem, but they were happy to leave it to their customers to decide whether they wanted a refund for loss of service.

What happened to the idea that Virgin were supposed to have excellent Customer Services? They really don't have a clue!

Looks like you got the same bullsh*t run around that I got. I had an engineer out today (I already knew it would be a waste of time) and he said it was a national problem and nothing could be done. To be fair, he did call his techy guys and relayed to me that their anticipated fix date was 20th April. I wont hold my breath. In the mean time I have cancelled my direct debit. I'm not paying for a service that I'm not receiving.

[iambigred]

Same problem here on a newly installed (today) V+ box. It works fine on our other standard box. Very disappointed, as one of the reasons we upgraded our entire package due to the availability of Sky Movies. What a joke.

[rtj70]

When I rang late afternoon and got the Indian call centre, all they could say was "we're passing to 2nd line and you'll get a call in 72 hours" - working no doubt.

Next day I call mid afternoon and get UK call centre... the person who answered sent the interative hit and fixed it...

Still think Indian staff do not have the training but are VM not moving all this back to the UK?

[Starbar]

Originally Posted by irichard

We've rung up 3 times so far;

We firstly heard a recorded message a week ago saying that it was a known national fault and that the engineers were working on it.

I then rang back on Tuesday this week and got through to India. They denied all knowledge of the problem, took my details and said they would raise it to the 2nd level. Someone would definitely ring me back in 72 hours.

Of course, they didn't. So I rang back again yesterday (Friday) to be told that it was a known problem at their end and that there was nothing they could do about it. They hadn't rung me as they would only be ringing me as and when the problem was finally fixed (they didn't know when that would be).

I asked about a refund to be told that I would have to ring Customer Services once the problem was fixed IF I wanted to ask for a refund! They accepted that this was a national problem, but they were happy to leave it to their customers to decide whether they wanted a refund for loss of service.

What happened to the idea that Virgin were supposed to have excellent Customer Services? They really don't have a clue!

Having same problem rang on Tuesday to report problem with red button not working, told it was a national problem and should be fixed by Friday (Today), button still not working, so rang up again and got through faults in India where was basically just apologised to for most of the call and told it was probably to do with all the updates that were going on, then put through to CS to get refudn who had no knowledge of any problems with the red button.

Now either there is a national problem or there isn't

[rtj70]

I'd personally call support when India not working and ask for the Interactive hit to be resent. Then you might find you have to wait a bit, turn off the box at the mains an turn back on again. This fixed mine. India call centre useless (again) and wanted to pass to 2nd line.

Above I said I rang 1st line back and they sorted it.

[wwe]

does anyone know where u be able 2 press red on sky sports