V+ Problems

MattMoore · 17-05-2007, 17:41

Afternoon all,
Today I have had V+ installed, but it isn't working.
I had an original set top box, and have had it moved into a bedroom whilst I have V+ installed downstairs.
The engineer said V+ would be working within an hour or so, but after 2 hours it still said I wasn't subscribed with an error message of 2001.
I called customer services and got 3 different answers from 3 different people.
One was clueless about it and I ended up getting diverted to an answer phone.
The second said it could take upto 4 days for everything to synchronise because the smart card number and set top box number are different.
The third was positive that it would be working within 24 hours.
I'm not all that convinced that it will be working within 24 hours.
Especially after reading the threads on this forum.
All 3 of the poeple I spoke to seemed to beat about the bush in giving me any definete answers as to what the problem is.
What will the best way be to resolve this problem?
Many thanks

nialli · 17-05-2007, 17:50

Quote:

Originally Posted by MattMoore

Afternoon all,
Today I have had V+ installed, but it isn't working.
I had an original set top box, and have had it moved into a bedroom whilst I have V+ installed downstairs.
The engineer said V+ would be working within an hour or so, but after 2 hours it still said I wasn't subscribed with an error message of 2001.
I called customer services and got 3 different answers from 3 different people.
One was clueless about it and I ended up getting diverted to an answer phone.
The second said it could take upto 4 days for everything to synchronise because the smart card number and set top box number are different.
The third was positive that it would be working within 24 hours.
I'm not all that convinced that it will be working within 24 hours.
Especially after reading the threads on this forum.
All 3 of the poeple I spoke to seemed to beat about the bush in giving me any definete answers as to what the problem is.
What will the best way be to resolve this problem?
Many thanks

That's pretty awful CS. Personally, I wouldn't have let the guy go without having it up and running, but, short of you having a TARDIS to hand, that's not going to happen. My install was all completed, with everything running, within 45 mins - it was cabling for the second box that took the most time, during which the engineer made the necessary calls for the card and V+ to be activated.
I can't suggest much more than calling CS again and demanding an answer. Sorry to hear that you're getting the run around - my experience of CS has been very good post-Virgin rebranding.

DarkGashX · 17-05-2007, 17:50

Have you tried turning the box off and on? We did that a couple of hours ago and we wasnt instructed to. We upgraded to VIP but wasnt get the SKY premium channels, after doing so they were working perfect.

cuggle · 17-05-2007, 18:20

my parents had v+ installed yesterday and their other box put upstairs, both boxes were fully working before the engineer left.

soup dragon · 17-05-2007, 18:51

having it fitted tomorrow, think i will chain the engineer to the banister until it is working!!! :p

MattMoore · 17-05-2007, 18:56

I think that might be a good idea!

cuggle · 17-05-2007, 19:12

Quote:

Originally Posted by soup dragon

having it fitted tomorrow, think i will chain the engineer to the banister until it is working!!! :p

don`t let them leave until it`s working, i left a list for my dad to check before they left as he is in his 70s and wouldn`t have a clue what to check.

Nedkelly · 17-05-2007, 19:26

Hi all sometimes the techs can not wait for the hit to come through .Today the hit delay is 2 hours you cant have a tech sitting around for 2 hours can we .I do know where you are comming from yes it would be nice for it to work straight away but the system does fall over .When it does ths we get hit delay messages .Also we know that some hits fail

on in an hour! · 17-05-2007, 20:04

Quote:

Originally Posted by MattMoore

Afternoon all,
Today I have had V+ installed, but it isn't working.
I had an original set top box, and have had it moved into a bedroom whilst I have V+ installed downstairs.
The engineer said V+ would be working within an hour or so, but after 2 hours it still said I wasn't subscribed with an error message of 2001.
I called customer services and got 3 different answers from 3 different people.
One was clueless about it and I ended up getting diverted to an answer phone.
The second said it could take upto 4 days for everything to synchronise because the smart card number and set top box number are different.
The third was positive that it would be working within 24 hours.
I'm not all that convinced that it will be working within 24 hours.
Especially after reading the threads on this forum.
All 3 of the poeple I spoke to seemed to beat about the bush in giving me any definete answers as to what the problem is.
What will the best way be to resolve this problem?
Many thanks

ive posted this previously but you may not have seen it so here we are again.on all the post-install faults ive attended where the V+ wasnt activated,they all turned out to be the fact that the config file for the V+ had been sent to the other set top that had been moved to another location, i wouldnt expect india to suss this and rectify it (if they could i wouldnt have been to so many houses for the same fault).its a quick phone call from the tech when he gets there to 2nd line diagnostics who will see the error straight away and resend to the V+ box,longest i waited was 20mins,then the msg appears on screen 'attention your V+ services are being installed/updated (or words to that affect).so best to get a tech if you keep getting conflicting answers from CS to your problem.good luck.

MattMoore · 18-05-2007, 19:35

Evening all,
Just a quick update...
24 hours came and went and still no sign of V+ working.
I've spent an hour and a half on the phone to them trying to speak to someone with some authority and who can explain exactly what is happening.
It seems that new signals are being sent to the V+ box, but this might take upto 4 days to come through.
From what I have read on the forum it seemed to be a half hour fix with an engineer on site to sort.
One guy I spoke to put me on hold to speak o the second line faults team, but for some reason I couldn't talk to them directly.
Is there anyway that I can get through to the second line faults team?

Nedkelly · 18-05-2007, 20:07

4 days

I think someone is telling porkies it does not take that long .All i can say is keep trying the only way you can speak to second level is for someone to pass you through

MattMoore · 18-05-2007, 20:29

I did think 4 days was ather a long time, I did wonder if they said that just to cover there backs though!
How can I get passed through to second level?
Is it best to go through customer service, or faults?

Gordon B · 18-05-2007, 22:35

Quote:

Originally Posted by cuggle

don`t let them leave until it`s working, i left a list for my dad to check before they left as he is in his 70s and wouldn`t have a clue what to check.

Who are you kidding??, I have a friend who is aproaching 90 years of age, and runs three devices under his HD TV, and is very computer literate.

Don't be so patronising!!