On Demand not in Surrey (apparently) - 8 weeks not working

attman · 09-04-2007, 10:32

I had my V+ installed around mid-feb and since that time I've had around the first 2 days with in demand and then nothing.

When I say nothing what happens is is that you can see on the available on demand but when you select and play you just get a black screen with no sound, although you can see the box counting time.

I've called VM a number of times, each time being told that there is an area fault and it will be sorted by ....(insert date).

Last Saturday an engineer was supposed to come but in fact I recieved a call at 8:00am from the guy (nice guy) who explained to me that it definitely wasnt a fault my end but a server fault somewhere and in fact he generally got 3-4 appointments A DAY! for this fault (needless to say between us we agreed that it wasnt necessary for him to come).

I just wanted to know if there are others out there in the Egham area that should have but dont have On demand and havent had it since mid February.

BTW - I'm now waiting for a call back from a manager (this happened before and I didnt get one) to explain to me the situation.

daveetwo · 09-04-2007, 12:09

Quote:

Originally Posted by attman

I had my V+ installed around mid-feb and since that time I've had around the first 2 days with in demand and then nothing.

When I say nothing what happens is is that you can see on the available on demand but when you select and play you just get a black screen with no sound, although you can see the box counting time.

I've called VM a number of times, each time being told that there is an area fault and it will be sorted by ....(insert date).

Last Saturday an engineer was supposed to come but in fact I recieved a call at 8:00am from the guy (nice guy) who explained to me that it definitely wasnt a fault my end but a server fault somewhere and in fact he generally got 3-4 appointments A DAY! for this fault (needless to say between us we agreed that it wasnt necessary for him to come).

I just wanted to know if there are others out there in the Egham area that should have but dont have On demand and havent had it since mid February.

BTW - I'm now waiting for a call back from a manager (this happened before and I didnt get one) to explain to me the situation.

Have u tried getting compensation from them for services not recieved for 2 months. In the current climate i would think you would and should get a better deal.
It might focus thier minds on curing the situation if they think they may lose you as customer.
I wouldnt wait for a call back. Go on the offensive, after all your paying for these services.

**Rob** · 09-04-2007, 13:15

It's a Surrey wide problem, and possibly further afield. TBH I'm cheesed off with it as every time you phone VM they give you a new date for resolution which is just rolled over and over and over.

I don't believe they know what is wrong, and I'm beginning to doubt there is any interest in fixing it. So much for VM's flagship answer to the loss of Sky channels

quadplay · 09-04-2007, 20:53

Are you guys with the problem using V+HD boxes, or standard V boxes? And do you have the Virgin-branded EPG?

**Rob** · 09-04-2007, 21:01

Standard Samsung 2100C STB.

TBH not sure how I identify the EPG (not that that is very reliable either having to reboot one a day just to force that to update). It's a black background. Hitting settings brings up a ntl logo in the top right hand corner.

quadplay · 09-04-2007, 21:18

Erm... There's no ntl EPG with a black background, and no EPG that I remember that had the logo in the top-right corner!

**Rob** · 09-04-2007, 21:22

Sorry, don't know right from left

- the logo is top left when you press guide, or settings to get the full screen effect.

The mini guide, activated simply by pressing the TV button, has a black background, with white lettering and your selection is highlighted with a yellowish border on cyan background.

quadplay · 09-04-2007, 21:46

Ahhh, you're on the ntl EPG with the Vision Impaired mini-guide!

OK, my theory's gone right out the window then. Carry on...

**Rob** · 09-04-2007, 21:49

That's one way of describing it

BossyBoobs · 10-04-2007, 16:04

theres a lot of problems at the moment with on demand services with the fact of 2 different versions on software uk2 (virgin epgs) and the standard ntl/telewest epgs whats happening in a lot of places is all the new installed/swopped stbs have the new uk2 virgin code but the vod servers for the area are still ntl apparantly this causes software incompatibilities ill check when im next in when the area is due to be fully upgraded to uk2
you can tell which one your on when the box is booting up does it says Ntl your digital tv servies will start shortly or do you get powering up just a moment?
are you surrey KT postal area?

**Rob** · 10-04-2007, 16:27

NTL on bootup and KT15

**Rob** · 10-04-2007, 22:22

I've just fallen off my chair in amazement. It's working

Thanks to all the VM staff who have PM'd me on this. If any of you have been giving someone a kick up the backside, well done

**Rob** · 23-04-2007, 20:53

Oh dear, My excitement might have been misplaced. VOD has been dead for a few days again now.

Listings are there, I can select the programme, it appears to want to start but the screen goes blank, no error message, no sound. However it thinks it's running as I have to press the TV button on the remote to get the pop up message Viewing Interrupted - you sure you want to quit?

Faults say they will escalate to 2nd line support. Ho hum.

BTW I've been "upgraded" (to me it's a downgrade but that's a different thread) to the Virgin EPG.

BossyBoobs · 24-04-2007, 17:24

hmmmmm its still an area issue ill check the fix date for you 2nd line will bounce it back to first line where it will sit for a few days ill post the fix date for you tomorrow

i think its sumwere round the end of the month

**Rob** · 24-04-2007, 17:40

Thanks for checking (more than faults could be bothered to say). I suppose it's back to the ever increasing four days rollover dates again