How do i get to faults?

Stagsman · 12-04-2007, 21:28

I have a problem with my V+ box, it is giving a 2001 fault but i am told it is on the account, BUT when i try to ring faults, the STUPID VM phone system puts me through to credit everytime, even though there is no outstanding balance apart from the current bill, which i got a week ago, i know that faults are open until 10 pm, but no matter whichever number i ring i end up being tod that credit control is closed, i have tried the 0845 numbers, i have even tried Telewest numbers, but they all lead to credit control.

quadplay · 12-04-2007, 21:32

Faults are actually open until midnight these days!

If you really want to force it through to Faults tonight, you could try calling the 0845 number from a mobile and, instead of typing your full phone number when asked, type your area code followed by six/seven ones (e.g. 0115111111). That should still get you through to the right place but will obviously cost more.

Stagsman · 12-04-2007, 21:34

Ok, i will give that a try.

Nedkelly · 12-04-2007, 21:36

151 on a VM phone .2001 fault i think means it has been disabled on the account .It should be a easy fix.

Stagsman · 12-04-2007, 21:58

I thought it would be also, but i cannot get to anybody but credit control, am trying on a mobile as i type.

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Forget it, i was hold for 15 minutes on a mobile. Will have to sort this out tomorrow, it is getting beyond a joke now. It has never worked since i have had it installed, that was nearly 4 weeks ago!!

Nedkelly · 12-04-2007, 22:15

There is a big problem with getting the boxes paired but 4 weeks is a joke

I know what they are going to say you need a tech and they are going to go through all the take the card out blah blah blah .I take it your samsung has its channels ? .One thing you can do is to get the box details ready box no and smart card .All i can say is good luck

Stagsman · 12-04-2007, 22:26

I guess you have heard of this problem before, and yes the Samsung box has no problems, and yes they have had both card and box numbers.

Kellargh · 12-04-2007, 22:27

The 2001 problem is easy to fix...basically, you should have a code on the account called 'TVDFAM' (or depending on the package you have) if you're in an ICOMS area. As soon as that's added on, the V+ services will work

I've had to do a lot of these recently...apparently Sales needs to add this on before the installation but it never seems to happen o.O

quadplay · 12-04-2007, 22:29

If you're getting all your subscribed channels but not recording or BBC HD, then it's not a pairing issue. You just need a refresh hit sent. Get faults to do that and all should be well, fingers crossed.

---------- Post added at 22:29 ---------- Previous post was at 22:28 ----------

Quote:

Originally Posted by Kellargh

The 2001 problem is easy to fix...basically, you should have a code on the account called 'TVDFAM' (or depending on the package you have) if you're in an ICOMS area. As soon as that's added on, the V+ services will work

Nottingham's a Langley area, I think, so it'll just need PVR Service in Harmony - which should be there if the STB has been loaded properly!

Stagsman · 12-04-2007, 22:33

They have sent about 4 or 5 refresh signals, they even enabled some channel called At The Races, apperently that sometimes activate interactive services.

Kellargh · 12-04-2007, 22:34

Quote:

Originally Posted by quadplay

If you're getting all your subscribed channels but not recording or BBC HD, then it's not a pairing issue. You just need a refresh hit sent. Get faults to do that and all should be well, fingers crossed.

---------- Post added at 22:29 ---------- Previous post was at 22:28 ----------

Nottingham's a Langley area, I think, so it'll just need PVR Service in Harmony - which should be there if the STB has been loaded properly!

Oh right hehe! There's a lot more to it on ICOMs which can be a pain in the butt - purely because in Faults people are taught, 'oh, pass it to customer services' and then they don't have a clue what they're looking at either half the time. It really is a simple thing to fix...all agents should be told how to resolve it, it literally takes 2 minutes if you know what you're looking at

Stagsman · 12-04-2007, 22:40

When the installer put it in, he just connected it up, gave me a book on how it worked, told me what the pin was then disappeared, but i had to get the pin enabled and the V+ was the same at it was now, i was told it would take an hour for all services to come online. More fool me for believing him i think.

---------- Post added at 22:40 ---------- Previous post was at 22:37 ----------

Last week i was on the phone for 40 minutes trying to sort it, i was bounced from faults to CS twice, on different continents i believe.

Nedkelly · 12-04-2007, 22:42

Yep we know its a easy ault but why is it happening all the time ? Kellargh you know what you are doing

We are seeing more and more of these going to field .As for sending signals they should be looking at why they failed .Sorry to rant on but something has to be done

Stagsman · 12-04-2007, 22:43

I believe whilst i was being bounced around, i think i was talking to Swansea at some point.

quadplay · 12-04-2007, 22:44

Oh dear, you've been misinformed... Recording has nothing whatsoever to do with interactive services.

If you look at the front panel where the channel number is on your V+HD box, do you see the words Live TV to the left of the number?