Is this a record?
 

This morning at 8am I rang up about the recordings freezing and stuttering on my tivo box.
At 9.45am a tech arrived and swopped the tivo box over and he was gone by 10.10.

Re: Is this a record
 

Thats really good, not the record though, Ive rang a doorbell while the customer was still on the phone

Re: Is this a record
 

Certainly better than my recent experience - 5 days without broadband or tv

Re: Is this a record
 

Were they on the phone for six hours :D

Re: Is this a record
 

Probably, especially with that foreign call centre who can hardly splutter a word of English.

I really hope that VM in the UK follows VM Ireland and brings it back in house.

Re: Is this a record
 

I personally detest overseas call centres.

Unless they can identify your problem as one of a few pre-scripted faults they will struggle to identify and solve it.

Any party that taxed companies heavily that employ such centres could well get my vote.

(This would have an added bonus of bringing in more tax money or restoring all these jobs to UK)

Re: Is this a record
 

Couldn't have put it any better myself.

Re: Is this a record
 

What problems have you had recently that they didn't have scripts for?

Re: Is this a record
 

At various times:-

Loss of broadband.

Loss of sky sports and BT sports channels

Loss of all channels

Severe pixelation on recordings


These are virgin problems, have had numerous problems in the past with off-shore call centres employed by a variety of companies (incl sky)

Re: Is this a record
 

It really is a false economy IMO, think of the number of customers that this has lost, the number of wasted engineer visits etc.

Some companies now actually promote the fact that they use UK call centres as a USP!

Good to see that VM may finally be understanding this:

http://www.cableforum.co.uk/board/sh...php?t=33704889

Info. courtesy of Mick.

Re: Is this a record
 

Of course there are are scripts for those. They are all commonly-reported symptoms.

Re: Is this a record
 

If these are common I would expect the CS guys to be able to answer them. Maybe it is because I didn't use the exact words on the scripts - obviously I have no way of knowing that.

Just reporting my experience.

In defence of VM the engineer who called seemed well clued up on the problem and resolved it promptly.

I still get pixelation, normally at times when each box is recording 4 or more HD recordings - I suspect this is because the V6 box is struggling to process that much data?

Re: Is this a record
 

I disagree that you are getting pixelation because V6 can't handle recording four programs.
I frequently watch an HD recording while V6 is recording six other HD programs - no problem.

Re: Is this a record
 

The important question is whether it was something that could have been resolved on the phone. If you needed a tech and they sent one, they did the job correctly.

A V6 is an 8-tuner UHD-capable box, so four HD recordings isn't going to bother it all. You have some other fault.

Re: Is this a record
 

My problems were resolved by the tech moving me higher up the priority in the street box. He said with 200mb broadband and 2 V6 boxes my strength was not enough hence he moved me higher up.

This seemed to resolve most issues apart from recently pixelation is returning.

This is usually when I am recording 4+ channels on both V6 boxes. It also seems to affect BT sports programs more than sky sports. Sometimes the recording is barely watchable.

It has occurred to me that as my tech moved me up the priority, to supply me with the strength I need, others were therefore moved down.

It is entirely possible I have been moved back down the priority due to others fed from that box complaining of similar issues?