V+ HD Box Won't reset / start properly

[Peter_]

Originally Posted by zapata

Also, since they somehow lost my old phone number and provided me with a new one,I am receiving calls from bailiffs and debt collection agencies.
Surely there is some sort of action can be taken against VM. Does anyone know????

Call up and they should give you another number due to the issue with bailiffs and collection agencies, probably best to call as soon after 0800 as possible or choose the option thinking of leaving us.

[Digital Fanatic]

Originally Posted by zapata

For the world cup I paid alot of money for a nice new TV plus surround sound to add to the atmosphere. Got VM installed for the highly promoted HD as part of the full XXL package.
The first goal was missed due to ITV switching to an advert and at the weekend the V+ box developed the same fault being discussed on here. A VM engineer will be calling on Thursday, after what may be Englands final game in the competition.
If I am understanding correctly VM have knowingly installed a faulty box into mty home and removed the planned enjoyment of the world cup for my family.
Also, since they somehow lost my old phone number and provided me with a new one,I am receiving calls from bailiffs and debt collection agencies.
Surely there is some sort of action can be taken against VM. Does anyone know????

no the box wouldn't have been known to be faulty before install... it's only affecting a tiny minority of Samsung V+ boxes.

England are still in.

Just call VM and they will do another number change FOC. All numbers in the UK are recycled now, so this can sometimes happen.

How did we lose your number BTW?

to the forum BTW

[zapata]

Hi, thanks for the advice and welcome.


I will do my best to explain how I believe the phone number was lost and will list all the events known to me in order.

The VM salesman had me fill in a VM form informing Sky (original supplier) of the full swap comprising broadband, tv and phone, which he posted off.

Several days later VM porting guy phoned and played war about the salesman contacting Sky and told me to phone Sky and request my number be retained.

I did this but Sky said number had already been returned to BT and they could not get it back.

Contacted VM salesman who guaranteed my old number would be retained.

New system fitted and given a different number.

Contacted salesman who blamed Sky and told me to keep the Sky phone for a month longer to allow the transfer. I explained again that Sky had given the number back to BT, but it did not seem to sink in.


The last contact with the salesman was when I expressed my opinion that both he and VM were a bit of a dissapointment (after it sunk in that all plans for watching the England v Slovenia had to be changed)


BTW the V+ box should be sorted later today (maybe).

[Digital Fanatic]

Originally Posted by zapata

Hi, thanks for the advice and welcome.


I will do my best to explain how I believe the phone number was lost and will list all the events known to me in order.

The VM salesman had me fill in a VM form informing Sky (original supplier) of the full swap comprising broadband, tv and phone, which he posted off.

Several days later VM porting guy phoned and played war about the salesman contacting Sky and told me to phone Sky and request my number be retained.

I did this but Sky said number had already been returned to BT and they could not get it back.

Contacted VM salesman who guaranteed my old number would be retained.

New system fitted and given a different number.

Contacted salesman who blamed Sky and told me to keep the Sky phone for a month longer to allow the transfer. I explained again that Sky had given the number back to BT, but it did not seem to sink in.


The last contact with the salesman was when I expressed my opinion that both he and VM were a bit of a dissapointment (after it sunk in that all plans for watching the England v Slovenia had to be changed)


BTW the V+ box should be sorted later today (maybe).

Sounds like Sky may of messed up... why, if you are moving your number to VM would Sky give it back to BT?

[jb66]

Seen a few of these rouge boxes today filtering through, got a big batch of SA8300s. Someones not going to be happy tomorrow when i swap there Sleek Shiney Samsung for a Big Clunky SA

[zapata]

The number was only swapped from BT to Sky about 18 months ago. Inherited the number when moving into this house about 1996.

VM engineer called this morning and replaced the box, I've kept him tied up in the back room till I am sure all is OK. He's even answering the phone.

[Digital Fanatic]

Originally Posted by zapata

The number was only swapped from BT to Sky about 18 months ago. Inherited the number when moving into this house about 1996.

VM engineer called this morning and replaced the box, I've kept him tied up in the back room till I am sure all is OK. He's even answering the phone.

[jonbxx]

I've just the same problems as the OP. I couldn't access the recordings menu last night and the box froze at 3:13 this morining (I wasn't up, that's what it said on the box when I got up)

Tried resetting, got the STOP error, tried unplugging and plugging back in and the display just flashed momentarily. On a reset, got the STOP error again.

Happy days!

[scaseman]

Seen a few of these rouge boxes today filtering through, got a big batch of SA8300s. Someones not going to be happy tomorrow when i swap there Sleek Shiney Samsung for a Big Clunky SA

Just say which would you prefer. A dodgy Samsung or a working Scientific Atlantic. I had one of the latter installed a week ago. Apart from sluggish menus it seems fine. It probably would not win any awards for beauty but I get a good picture. I must admit I have not tried a Samsung but have noticed people complaining about picture quality in these forums.

[sparky_tupp]

There must be a lot of faulty boxes around. I had my first one 2 weeks ago, and it froze and died after a week. I got that one replaced last week, and my 2nd one has just frozen and died now!!! Luckily they're sending an engineer out tomorrow, or I would have told them what to do with their services

[Peter_]

Originally Posted by sparky_tupp

There must be a lot of faulty boxes around. I had my first one 2 weeks ago, and it froze and died after a week. I got that one replaced last week, and my 2nd one has just frozen and died now!!! Luckily they're sending an engineer out tomorrow, or I would have told them what to do with their services

The are millions of boxes out their so the will be faults and very few ever post on a forum.

[AndrewT11]

I've just been on the phone to Virgin about my dead Samsung V+HD box. Last night they told me this was a known issue but I had to wait 6 days for a new box. Today they tell me it's not a known issue and they have millions of happy customers.
Virgin need to come clean with customers and be honest about the issues on the network and with the set top boxes. The original V+ STB was always resetting itself and now the new Samsung box dies if it loses power.
Virgin, you really need to start running some proper T&V tests on their hardware as this is not a hard problem to find and should have been picked up through standard testing processes.
Would also be nice if they could install a proper CRM system so that when I call up to complain I don’t have to keep a) telling them my phone number and b) talking to 5 different people who all tell me a different story and apparently are unable to store customer notes on the same system to aid resolving the issue quickly.
Now have to miss what will most likely be the best games of the world cup. Still at least broadband is working so I can surf the Sky website and book a new installation with them.

[Digital Fanatic]

Originally Posted by AndrewT11

I've just been on the phone to Virgin about my dead Samsung V+HD box. Last night they told me this was a known issue but I had to wait 6 days for a new box. Today they tell me it's not a known issue and they have millions of happy customers.
Virgin need to come clean with customers and be honest about the issues on the network and with the set top boxes. The original V+ STB was always resetting itself and now the new Samsung box dies if it loses power.
Virgin, you really need to start running some proper T&V tests on their hardware as this is not a hard problem to find and should have been picked up through standard testing processes.
Would also be nice if they could install a proper CRM system so that when I call up to complain I don’t have to keep a) telling them my phone number and b) talking to 5 different people who all tell me a different story and apparently are unable to store customer notes on the same system to aid resolving the issue quickly.
Now have to miss what will most likely be the best games of the world cup. Still at least broadband is working so I can surf the Sky website and book a new installation with them.

VM have been honest... we don't know whats causing a select amount of Samsung V+ boxes to get stuck on STOP... we are working with Samsung to try and find out why the fault has occured. There are thousands of Sammy V+ boxes out there that are perfectly fine.

The customer care teams need you to confirm your account, it's part of DPA... your account will already be on screen, we just need to make sure it's you we are speaking too.

Full notes can be added to the one system we have... no notes are stored elsewhere, unless it's on the complaints system.

to the forum BTW

[jb66]

Originally Posted by AndrewT11

I've just been on the phone to Virgin about my dead Samsung V+HD box. Last night they told me this was a known issue but I had to wait 6 days for a new box. Today they tell me it's not a known issue and they have millions of happy customers.
Virgin need to come clean with customers and be honest about the issues on the network and with the set top boxes. The original V+ STB was always resetting itself and now the new Samsung box dies if it loses power.
Virgin, you really need to start running some proper T&V tests on their hardware as this is not a hard problem to find and should have been picked up through standard testing processes.
Would also be nice if they could install a proper CRM system so that when I call up to complain I don’t have to keep a) telling them my phone number and b) talking to 5 different people who all tell me a different story and apparently are unable to store customer notes on the same system to aid resolving the issue quickly.
Now have to miss what will most likely be the best games of the world cup. Still at least broadband is working so I can surf the Sky website and book a new installation with them.

Its only the new batch, the old ones were extremely reliable

[pjminton5]

Yes this has just happened to me for the second time in two months. it is very frustrating seeing as I have to wait until Tuesday so a engineer can some around and set up a new box for me. i will lose all my recorded programs again.

Does Sky have similar problems with their boxes? if not i think i will be switching to them once my contract is up.

SORT IT OUT VIRGIN.