Just got V+ today , already made three calls for faults!

blenky · 13-04-2008, 01:39

Got V+ installed today. When the installer left everything was fine and dandy.

Half an hour later I tried to get to BBCi. Got a please wait message and then nothing. Had to turn the box off/on to be able to change channels again.

Called support and the guy did something at his end and got that working. Ok teething troubles that was quickly and efficiently sorted.

An hour or so later my son was watching 'Boomerang' and a message came up on screen telling me I that don't subscribe to the channel! I'm on the XL TV package

I called support again. I was instructed to go the the service menu and read back my serial number. He said something about the number I read out being different to the one they had. He did something his end and re enabled the service. Getting a bit concerned now - but again sorted out efficiently.

I put the box on standby for the rest of the afternoon. That evening I turned the box on, and tried to access V+ only to be told by an on screen message that I don't subscribe to V+! Also all channels except for the basic were not available again.

Now getting really fed up, three issues in the space of eight hours.

When I called I got the dreaded Indian call centre who were no use at all. They just said that they would pass the call on to their 'dedicated support team' who would call me back within 48 hours! I lost it a bit at this point

but got nowhere, whatever the UK call centre can do remotely is outside the remit/skill of the Indian staff.

I complained about the wait and he said he would get someone to call me today - which I knew was a lie to get me off the phone. I have experience of that ploy before, just promise me what I want so go away. Obviously no one called me Saturday evening.

On the phone again tomorrow morning in the hope I can get someone from the UK that has some sort of clue.

Quam256 · 13-04-2008, 07:50

It sounds like the box and card have not been paired correctly.On the front of the box when it is switched on does it say Live Tv .?

ozsat · 13-04-2008, 08:57

I got V+ installed last Saturday morning and it took around 4-5 hours to get the subscription levels correct - so saw some of the problems you describe.

It can also take an hour or so for the VM system to be updated to confirm you now have the new box. On the Monday my new box was listing, but so was the old removed box.

I was told be different people (including VM support) that there can be delays if the installer lets the box do the software update before he has paired the card.

I noticed that his did do the upgrade before the pairing.

blenky · 13-04-2008, 11:10

Quote:

Originally Posted by Quam256

It sounds like the box and card have not been paired correctly.On the front of the box when it is switched on does it say Live Tv .?

No it doesn't. It operating like a freeview box at the moment.

daveetwo · 14-04-2008, 16:01

I use the virginmedia.tv.support newsgroups these days to avoid phoning. They seem to be on the ball and based here in the uk.
They do read the messages and they do act on them.

blenky · 14-04-2008, 21:59

Quote:

Originally Posted by daveetwo

I use the virginmedia.tv.support newsgroups these days to avoid phoning. They seem to be on the ball and based here in the uk.
They do read the messages and they do act on them.

Still waiting for a fix - engineer coming tomorrow

Thanks for the heads up on the newsgroups - I'll try that next time.

blenky · 18-04-2008, 00:48

Finally fixed on Tuesday - needed a visit from a engineer and he had to go away and come back later.

Ah well all working now.