replacing old Pace boxes

dtweek · 25-02-2007, 15:45

Seen a couple of notes on some threads saying that Virgin will no longer using Pace boxes for replacements. Does anyone know if this is true? As my Pace box is painfully slow. I went round my friends yesterday who's just signed up to virgin. He's got a Virgin branded Samsung and it's got the new EPG. Compared with the PACE it's lightning fast. I'd say the EPG probaby runs faster than Skys.

So can anyone confirm or deny that Virgin will be ditching the PACE box, and if so what's the best way for me to get my hands on a Samsung? Would a call to CS just saying it's slow help, or would I be better off cancelling, then coming back as a new customer? As it would appear new customers get Virgin branded stuff now, and I'm almost certain Virgin would not be branding the steaming pile of PACE poop that I've been using, as to do so would be like saying to SKY, we're not serious about ditching NTLs old reputation of poor customer service?

Paul · 25-02-2007, 16:05

Unless it's faulty you will not get a replacement, you can try retentions and tell them that you feel that the move to sky would be best for you as the equipment you currently have is not up to the job any more.

Instincts · 25-02-2007, 16:15

Just say to customer service my box keeps freezing and rebooting, then tell the engineer the same thing and theyll change it, hopefully for a samsung!
Hope that helps!

Darrenp · 25-02-2007, 16:36

I'm getting tv tomorrow, should I demand a samsung box if the installer tries fobbing me off with a pace?

I really don't want an old clunker.

homealone · 25-02-2007, 16:41

Quote:

Originally Posted by Darrenp

I'm getting tv tomorrow, should I demand a samsung box if the installer tries fobbing me off with a pace?

I really don't want an old clunker.

the only way you can be sure what box you get is if you have ordered V+. The installers have no control over which boxes they are issued with, otherwise, and you will literally get what he has on the van...

dtweek · 25-02-2007, 21:19

seems same as before then, where it's just pot luck if you get a samsung or not. I was wondering if Virgin had realised the PACE were not up for the job anymore being so old. I'm hoping this will be something they do in the future.

I'd gladly pay a one off fee for a newer box as I understand it would be prohibative financially for Virgin to replace something like 2 milion pace boxes free of charge. I just hope virgin do this soon, rather than losing the momentum they have at the moment. I think at the moment most people see Sky as the big bullies against nice guy branson. But no matter how nice someone is, low quality goods will send people away. Especially as they are now pushing VOD so much, and my box occasionaly goes black for a few seconds when watching VOD. THis said, I don't see the point in taking a day off work to get an engineer round to replace my box with potentially the same thing. I want some kind of guarantee that I won't get a PACE box. CS keep telling me they can't give me that.

So I'll wait another month or two and then call rententions.

What I've seen of the Virgin Branded Samsung I was really impressed with, I just want one of my own

Nedkelly · 25-02-2007, 22:49

As others have said YOU GET WHAT IS ON THE VAN we have no say on what we are supplied with.So by calling retentions what do you hope to achieve ? I know pace are slow but if thats what they give me that is what i have to fit .This is biggest pet hate of techs customers acting like a 5yr old my mate got a silver one i want a silver one .

AndyCambs · 25-02-2007, 22:53

I did manage to get a Samsung when the Pace went wrong, as I get broadband through the STB, and the Pace were not cabable of the 4MB speeds. Having said that, they are now rolling out SACM in the former C&W areas so this is no longer a problem.

dtweek · 25-02-2007, 23:18

Quote:

As others have said YOU GET WHAT IS ON THE VAN we have no say on what we are supplied with.So by calling retentions what do you hope to achieve ? I know pace are slow but if thats what they give me that is what i have to fit .This is biggest pet hate of techs customers acting like a 5yr old my mate got a silver one i want a silver one .

I think you are misunderstanding me. I'm not going to waste an engineers time and mine getting someone out to replace my box, when what you have on the Van is quite likely a PACE box. I'm not having a pop at the engineers who I'm sure do a great job. All I was after was some clarification on whether or not it was still the case that Virgin have a policy of using the old Pace boxes or if they were now just binning them as they failed and replacing with Samsung. I take it from your response that the people in charge are still giving you guys PACE boxes to install.

I'd happily pay money to have a samsung box. If it weren't for my inherent mistrust of all things murdoch I may well have left by now. But the PACE box works and it's not branded Sky, so I shall limp along until Virgin decide to replace them for a few more months.

Sorry if I've offended you by wanting the same service that's being provided to new customers by having a box that was made this century!

:m ad:

Darrenp · 26-02-2007, 23:52

Quote:

Originally Posted by homealone

the only way you can be sure what box you get is if you have ordered V+. The installers have no control over which boxes they are issued with, otherwise, and you will literally get what he has on the van...

Yep, that turned out to be 1 of these.

http://www.scientificatlanta.com/pro...plorer2200.htm