Re: General TiVo Discussion Part 2
 

Thank you. :)

Re: General TiVo Discussion Part 2
 

Yes I agree. Thankyou.

Re: General TiVo Discussion Part 2
 

Well, it's now past noon on Thursday and despite all assurances that emails were going out Mon/Tues/Wed I still have NOT received an email either with a phone number or website info - so I have to say that although I WAS feeling guilty that I jumped in and phoned the other night to book, I no longer am.

VIP50, pre-reg, received Dean email and no email with ordering info?? If I'd waited I have to say I'd be pretty upset right now.

I've been very much 'wait and see it will get here when it gets here' up to this point, but I'm hugely disappointed at the moment, and no longer feeling any guilt over my supposed queue-jumping.

Re: General TiVo Discussion Part 2
 

Well I waited and got my email confirmation, and it is a day before my prefered date I entered online, so thats all fine. Can't believe you Virgin guys are installing on Good Friday though...you are all very committed! :)

Re: General TiVo Discussion Part 2
 

Not everyone gets a holiday on good Friday you know ;)

Re: General TiVo Discussion Part 2
 

Naughty :nono:











Just joking! :D

Re: General TiVo Discussion Part 2
 

Digital Fanatic/Ben

Ordered TIVO yesterday on the phone and accepted the free install/move of our current V+ box to another room. with the large number of postings here am I correct in saying that the multi-room charge (£6.50) should not be applied to the account, just the £3 TIVO charge. Or do I need to phone and ask about it. This will be a new multi room install.

Thanks for your help in advance

Re: General TiVo Discussion Part 2
 

At the risk of repeating another members post/info am able to confirm that my new Samsung V+ box will be changed for my multiroom `NTL SAMSUNG BOX `at no extra charge, either for moving or use of the Samsung V+ box.....at the time of TIVO installation; which is confirmed as tomorrow Friday 15th. Well done Virgin Media.

Re: General TiVo Discussion Part 2
 

I feel so sorry for you DF. You must go home each evening with a whopper of a headache.:banghead:

If I have any questions to ask you I will hold off until this storm has abated.:Peaceman:

I have to say VM don't make it easy to understand their pricing structure.:Yikes:

Re: General TiVo Discussion Part 2
 

you'll get a phone call if it's not already done for you.

---------- Post added at 12:52 ---------- Previous post was at 12:51 ----------

Cheers Buddy ;)

Re: General TiVo Discussion Part 2
 

No - it's fair to call me naughty - I did feel really badly as I'm not normally one to skip protocol. I really struggled with it, but not so much now.

Thanks for all the assistance you do give to the forum. This must be driving you as crazy as the rest of us when they've originally told staff one thing and keep moving the goalposts.

Re: General TiVo Discussion Part 2
 

It's the new VM business model called "fluid dynamics". Could work out to our advantage me thinks. :)

Re: General TiVo Discussion Part 2
 

I haven't had an email yet but I'm wondering if I did something wrong...or I mean I missed doing something. All I did was register interest in the free TIVO. I got an email saying I wouldn'tbe getting one and since then have had no email about it at all.

Re: General TiVo Discussion Part 2
 

did you pre-register in December?

Re: General TiVo Discussion Part 2
 

Im in the same boat as sniper 007 .Pre-reg on the first day,had the dear dean emails,but nothing since.There will be none left by the time i get my email. lol

Cheers

Re: General TiVo Discussion Part 2
 

Received the email on Monday morning, placed an order and was given an installation date of 20th April. They said the engineer would ring on the day with a time.

I haven't received any other communication from VM.

Should I have had a confirmation e-mail, or new contract or something???

Re: General TiVo Discussion Part 2
 

Are the email invitations still going out? I had the "The wait is almost over" on 31st March and nothing since..

Re: General TiVo Discussion Part 2
 

Hi All and also to staff kindly answering questions....

I have 2 V+ boxes (both sammy) in 2 bedrooms of the house (sharing costs with flatmate).

I'm getting Tivo on the 19th, replacing my V+ but keeping my flatmates. From the post from DF above will Vm drop the multiroom £6.50?

I'm a bit confused as this wasn't mentioned when I ordered.

Will this be the offer we are being offered after install?

Re: General TiVo Discussion Part 2
 

Well, after emphasising over and over again to the sales agent when ordering that it had to be an afternoon install, and he confirming that it would be 1-6pm tommorrow, he actually booked the install for the morning, which is no good.

The person I spoke to today, tried his best to still do tomorrow afternoon, but it wasn't possible

Obviously very dissapointed, but it's not too bad as they can do it next Tuesday afternoon.

Just glad I decided to ring VM today to check on the installation.

Re: General TiVo Discussion Part 2
 

[QUOTE=fatboy82;35211732]Well after yestarday's issue around mates rate discount - I received a phone call from CS stating I was mis-informed and that my mates rate discount will not be effected - she said that the sales teams have been informed of this and that any current discounts will be honored - she said all your doing is upgrading one of your boxes to a tivo box and extending your contract by another 12 months.

I'm more confused now, i've tried on 3 occassions to order a tivo to replace V+ Box. i have Mates Rate discount. The last i was told is that if i changed to tivo i would lose my mates rate discount as this is a new contract. CS can't do this so i was passed on to another department who were unwilling to arrange the upgrade, who told me only Mates Rate dept can do this. At this they could'nt transfer me but i have to email Mates Rate dept. After an email i got a a very short reply ' we do not offer Tivo on mates rate yet'.

After my reply the said they did not know when it will be available for mates rate discount, and to check the boiler room??? I assume boiler room is an intranet site for employees only.


Has anyone with mates rate been able to order tivo succesfully. i can't see the problem, i'm only changing my box to a new one. And paying more each month.

Re: General TiVo Discussion Part 2
 

Just off the phone to CS after trying to upgrade from Triple XL to VIP50......and they wouldn't let me do it.

Apparently I can't change my package until after TiVo is installed on the 27th of April.

Very odd, can any of the Virgin Staff on here confirm this is correct or did my very confused and flustered CS Staff Member somewhere overseas just fob me off?

Re: General TiVo Discussion Part 2
 

When I phoned to order my TIVO I asked to be upgraded from VIP20 to VIP50 at the same time, and it wasn't a problem. I see you have all services with Virgin so don't see why you couldn't upgrade to VIP at the same time. Maybe worth ringing back and speaking to someone else.

Re: General TiVo Discussion Part 2
 

If you already have an open order for install, then it would have to be cancelled and redone to add the changes required for VIP - and customer services can't process TiVo orders yet

If you had asked for the upgrade at the same time as the TiVo install it wouldn't have been a problem

Re: General TiVo Discussion Part 2
 

l had the same type problem as l wanted to add Racing Uk to my package and they said l could not do it until my tivo is installed, my answer to them was thats a stupid rule.

Re: General TiVo Discussion Part 2
 

If you are swapping your exisiting box then it would make sense.

This is because hte TIVO will come with a new smart card and at that time your new subs will be activated on it.

Thats what i think anyways.

Re: General TiVo Discussion Part 2
 

Ordered online at 10.45 on Tuesday - still no confirmation of installation date :(

Re: General TiVo Discussion Part 2
 

Thanks Ben, it's not a big deal, just curious.

Re: General TiVo Discussion Part 2
 

Confirmation of my installation date arrived this morning after I ordered online at about 10am on Tuesday. It's none of the days I asked for - it's now two weeks away, but that's not too bad.

Re: General TiVo Discussion Part 2
 

Just had installation date. Requested 23rd April - they have given me 6th May - three weeks away. Not happy - particularly as I tried to order by phone and they wouldn't deal with me although I am authorised on husband's account. :mad: Suspected this would happen -

Re: General TiVo Discussion Part 2
 

Anybody ???

Re: General TiVo Discussion Part 2
 

They seem to be arriving as e-mails and SMS's now.

It's only three weeks! There's more to life than TV :shrug:

Re: General TiVo Discussion Part 2
 

I have three V+ boxes(one getting changed for TiVo).
Could i keep that for free?
Which would give me three V+ plus TiVo.

Re: General TiVo Discussion Part 2
 

Fair enough - but when people have been jumping queues, and ringing up for earlier dates after getting their confirmation - plus I was advised to wait patiently for confirmation and that it was probable that I would get confirmation date requested, to have such a long delay is not good. Have to plan things about a tight work schedule, and had hoped for time to set up Tivo before next rush of work.

Have just spoken to very unhelpful CS who basically said 'no - tough' when I explained and asked if there were earlier dates :(

Re: General TiVo Discussion Part 2
 

Try calling again - I had to adjust mine to a PM slot as I couldn't make the date they'd changed it to, they ended up shifting it two days earlier without any hassle.

Re: General TiVo Discussion Part 2
 

That's correct, only 1 install order can be open on your account. you can upgrade after install.

---------- Post added at 15:20 ---------- Previous post was at 15:17 ----------

It's not a rule, denphone. It's a "flaw" in the billing system.

---------- Post added at 15:24 ---------- Previous post was at 15:20 ----------

Sorry, there are a lot of queries in this thread...

What was your last contact with VM about it?

Re: General TiVo Discussion Part 2
 

I am now getting frustrated about the email :(

Re: General TiVo Discussion Part 2
 

I'm sure it wasn't as blunt as that?

Why couldn't the account holder contact VM earlier?

---------- Post added at 15:30 ---------- Previous post was at 15:27 ----------

When you say FREE, are you talking about the relocation or monthly fee?

---------- Post added at 15:31 ---------- Previous post was at 15:30 ----------

Which one are you waiting for? The order one or confirmation?

Re: General TiVo Discussion Part 2
 

The order one, due from Monday

Re: General TiVo Discussion Part 2
 

Not in those exact words, but that was the gist of it. I explained to her the whole situation and firstly she stated that they had never taken telephone orders for Tivo 'you can only order online'! When I told her I had tried to order on the telephone, and the order was going ahead until the caller asked for my name and realised that I wasn't the account holder, she then said that I would NEVER be able to make any changes to the account as it was in my husband's name. I explained to her that I had indeed made changes and in fact that I am always the one to make changes as my husband doesn't like dealing with these things. She then said that this may be the case, but I would NEVER be able to make changes which affected the contract in any way (i.e. new contract period etc.), I then told her that I had indeed made these changes in the past -for example upgrading to 30mb broadband (new 12 month contract). She then basically said, well anyway there aren't any earlier dates. I asked her to check and she came back immediately and said 'no - no earlier dates - all people are being given these dates'.

My husband ensured that I am authorised on the account - with a password - so that I could deal with everything on the account and now I am being told that I could never do this?

The reason my husband hasn't been able to deal with this any earlier is that he has been away on business.

I don't appreciate being 'fobbed off' by someone stating that I cannot do something that I have been doing for years, and due to this I am now going to have to wait three weeks for installation when people have been queue jumping and calling in and getting earlier installation dates.

Re: General TiVo Discussion Part 2
 

I just got my online confirmation, didn't get the 26th(my day off) as was stated in the order from Tuesday.So just phoned and now have this Monday 18th which is great as its my day off next week .

Re: General TiVo Discussion Part 2
 

You're very lucky - I'm having a terrible time and it seems I'm going to have to wait three weeks.

Re: General TiVo Discussion Part 2
 

Relocation
If i kept it as a forth box would i get
charged for it as an extra box.

Re: General TiVo Discussion Part 2
 

DF/Ben, I received this today-

Great news!

We're delighted that you've decided to join the TV revolution by upgrading your TV to the next-generation Virgin Media TV, powered by TiVo. Your TiVo activation fee and new monthly charges will appear on your next bill.



We'll be in touch again soon to confirm everything in a letter, but in the meantime, and if you need any help along the way, give us a call on 0845 454 1111 or for free on 150 from your Virgin Media phone.



So what happens next?
We're sending one of our technicians round on <date> between <time slot> to install your TiVo box. It should only take about two hours to get all the equipment up and running.



By taking a TiVo box, a new 12-month contract applies to your TV service (we’ll send it out in the post).



If you decide to change your mind within the first seven working days from the day after you sign up, simply fill in and return the 'Right to Cancel' form tucked away with your letter coming in the post and you can return to the way things were before (unless the service has been installed).



Your new TiVo service is covered by our 28-day money back guarantee, so it you're not entirely satisfied with it, just give us a call. Not that we think you'll want to, of course.



We hope you'll carry on enjoying all the benefits of being a Virgin Media customer and we can't wait to look after you again this year.



Kind regards,



The Virgin Media Team

Notice no actual date or time, is this a mistake? thanks.

Re: General TiVo Discussion Part 2
 

relocation would be free, so long as it's on the workorder. yes a monthly charge would apply.

---------- Post added at 15:52 ---------- Previous post was at 15:51 ----------

I have to log off now, so I've asked other staffers to help if they can, especially around the order emails. :tu:

Re: General TiVo Discussion Part 2
 

DF, are emails still being sent out?

Re: General TiVo Discussion Part 2
 

I was offered Wednesday the 27th April 8am - 1pm which was not either of my choices. Rang up have now got Tuesday the 19th April 1pm - 6pm. Which is earlier than any slots offered on the online ordering system.

Re: General TiVo Discussion Part 2
 

I should hope so as another who has not heard anything bar one email from pre reg in December 1st:tired::tired:

Re: General TiVo Discussion Part 2
 

You're lucky getting three weeks. I've just been told 12th May. That's a month!!! :( :( :(

Re: General TiVo Discussion Part 2
 

Just had my confirmation email, having ordered online on Tuesday.

As we needed to keep the Easter/Bank Holiday period completely clear, I had requested 9 May install date. (After all it's only a TV box, what's another couple of weeks - some people do have a life!). Also the immediate panic and rush might have died down, and the techs hopefully got more experienced at doing the installs, but we still avoid the £40 install fee.

Annoyingly, the date of the install came back as 30 April, which we definitely can't do. What is the point of giving customers a date EARLIER than the one they requested?

(Have subsequently telephoned in and changed to 10th May. Apparently if your requested date is not available, the system automatically schedules in the first available 'free' slot).

Also then mysteriously received an email (in my spam folder) from 'Virgin Media Entertainment' saying "You're in! Your new premium TV channels are on their way" - what is that all about, we already have the Sky Sports / Movies HD selection, and nothing has been changed?

Re: General TiVo Discussion Part 2
 

Hi Gunslinger. What time on Tuesday did you order?

Thanks.

Re: General TiVo Discussion Part 2
 

My date for install is next week on the 20th of April so l must have been quite lucky with date.

Re: General TiVo Discussion Part 2
 

I guess Brighton's really into TiVo, lol. Can't believe I've got to wait another month. Was all set to have it next week!

Re: General TiVo Discussion Part 2
 

I am guessing that most VIP people got the phone number to call, probably to discuss box swaps etc and everybody else got the Online booking form.

Re: General TiVo Discussion Part 2
 

This is a looooong thread. Is there anyone able to summarise the main pints of what has been discussed to save others having to read through the whole thread? And possibly make a sticky post?

Re: General TiVo Discussion Part 2
 

My install in on the 19th april between 1pm-6pm.:)

Re: General TiVo Discussion Part 2
 

What do you want to know?

Re: General TiVo Discussion Part 2
 

Around midday I think. The email arrived late morning.

Re: General TiVo Discussion Part 2
 

Cheers DF

Appreciate your time
Had the email about 10.00 am on Monday morning rang the number, ordered it, they confirmed the installation date AM on the phone - nothing since

Re: General TiVo Discussion Part 2
 

Thats great.

---------- Post added at 17:10 ---------- Previous post was at 17:09 ----------

l agree it is a flaw in their system.

Re: General TiVo Discussion Part 2
 

Cheers! I ordered about 5pm on Tuesday and not had confirmation. So if they are doing them in order of receipt, I guess maybe tomorrow I should get the confirmation.

Re: General TiVo Discussion Part 2
 

I have had loyalty discount added back on so a happy customer again. Bring on TiVo next Thursday.

Re: General TiVo Discussion Part 2
 

I rang them up yesterday saying i had no confirmation email and they didn't even have it on my records..after a while i got put through to someone else and now its 19th April when the original one was 28th...and they tried to charge me for the install as well even though its free install in April.

Re: General TiVo Discussion Part 2
 

must be going on your TiVo box?

Re: General TiVo Discussion Part 2
 

It's such a shame that VM customer service is so poor. The introduction of TiVo shows the company is IMHO a really forward thinking company that has loads to offer customers, but it's let down by the terrible customer service.

Re: General TiVo Discussion Part 2
 

Call up now you have a date fixed. see if there is an earlier slot in your area

---------- Post added at 17:40 ---------- Previous post was at 17:38 ----------

You won't get anything else then. Only customers who ordered online will need a confirmation. Chill :cool: TiVoness is a coming! :)

Re: General TiVo Discussion Part 2
 

Been over 48hrs now and no reply to email order. Understand their very busy, buts its very frustrating....

Re: General TiVo Discussion Part 2
 

I`m in the same posistion as you are, phoned monday after getting email, gave install date over the phone and thats it. Are we supposed to get something else, I`m not sure we need any confirmation but who knows maybe we do.
I`ll find out on tuesday if they turn up or not :)
No reason why they shouldnt though.

Re: General TiVo Discussion Part 2
 

Customer Care can't book TiVo in with the pre-sale offers, only the TiVo sales team can do it.

This is what has caused some issues. I'm sorry you feel our customer support is poor.

---------- Post added at 17:43 ---------- Previous post was at 17:42 ----------

As above, only ONLINE bookings will get a confirmation email, you've already got the install booked ;)

Re: General TiVo Discussion Part 2
 

Email finally arrived at 4:45pm this afternoon with phone number and unique code.

Re: General TiVo Discussion Part 2
 

Thanks DF - What would we do without you
Only 134 hours 11 minutes & 30..29..28..27 seconds to go -
not that I'm counting
:)

Re: General TiVo Discussion Part 2
 

See, we do love you! https://www.cableforum.co.uk/images/...2011/04/54.gif

Re: General TiVo Discussion Part 2
 

Mine's booked for Wednesday morning.
Let us know if they turn up OK on Tuesday
I'm sure they will too

Re: General TiVo Discussion Part 2
 

Well just got another call from VM relating to my TiVo install tomorrow.....

FREE MULTIROOM!!!

Have to say that I'm so impressed with VM right now I could kiss them!

Re: General TiVo Discussion Part 2
 

Re: General TiVo Discussion Part 2
 

Ordered online on Tuesday evening, but still no confirmation email. Would be nice to receive that soon in case I need to book a day off work for the installation.

Re: General TiVo Discussion Part 2
 

I bet now you are as happy as a pig in muck:D:D:D:D

Re: General TiVo Discussion Part 2
 

Sorry mate - but I keep picturing your Avatar with Richard Branson
Think I'll pass on dinner tonight.................

Re: General TiVo Discussion Part 2
 

:angel:

---------- Post added at 17:57 ---------- Previous post was at 17:56 ----------

Happy as two pigs in muck!!

Re: General TiVo Discussion Part 2
 

The web teams fingers are dropping off :D

We are SMS texting some customers to speed up the backlog of orders.

If you've not heard anything by tomorrow morning, then call 150 to sse if it's on your account.

Re: General TiVo Discussion Part 2
 

Good luck with that! I'm in Brighton (Worthing) area also and was given installation date of 6th May (although I had requested 23rd). Rang up and was treated quite rudely by CS when I asked if there was an earlier date. Very poor service.:(

Re: General TiVo Discussion Part 2
 

When I say kiss I obviously mean eat his eyes and tongue. Yum!

Re: General TiVo Discussion Part 2
 

That is wrong getting people with leprosy to do the web team job:erm:



Only joking:(

Re: General TiVo Discussion Part 2
 

Install for the 27th between 8 and 1....the day of my works annual appraisal.

Called CS.

Me "Got anything on a different date?"
CS "Sure, how about Monday 18th?"
Me "You're kidding....er...Yeah!! PERFECT!!"
CS "I'll get that booked in for you, have a nice day"
Me "you too ya wonderful lady wherever you are on this beautiful big blue planet!!"

Ok, didn't say the last bit but this is my latest Overseas CS experience and again I've had a flawless experience. Maybe it's just me but I can't fault them.

PB

Re: General TiVo Discussion Part 2
 

TiVo has been installed!!!

I wasn't here for the install myself, but it was the engineers first one. Took about 1.5 hours and it's now up and running.

Will get a proper look once the kids have gone to bed, but so far it looks as good as the hype.

Thanks VM
:angel:

Re: General TiVo Discussion Part 2
 

If there are so many install slots available much earlier than the original date allocated, why are the original dates being allocated so far ahead in the first place?

Re: General TiVo Discussion Part 2
 

I think that it is when it is done online they have set a date to get the orders processed and also to get the engineers booked and also advise the customers of the date? Just my thoughts.

Re: General TiVo Discussion Part 2
 

Still waiting for my offer email :(

Re: General TiVo Discussion Part 2
 

They are still been sent out.

Re: General TiVo Discussion Part 2
 

Had my email this afternoon, Ordered Tivo decided to keep both of the other V+ boxes after being told it would be 3.50 less than what I am paying now. Install booked for 13th May but told to phone tomorrow for earlier date, but not to worried V+ will be fine until then anyway. Very impressed with VM only on phone for 5 minutes.

Re: General TiVo Discussion Part 2
 

I got the email on Monday morning, rang after lunch and got an install date for yesterday, it took a while to get it all set up but now it's working well and is 5% full. Looking forward to having it start recording things it thinks I might like! But already it's so much easier to find stuff and get it to record, I'm glad I didn't wait for the 500GB as I think I'm going to need all the storage I can get.

As some people have mentioned I don't think the SD upscaling is quite as good as the V+ but the HD is if anything better, and that's what I'll be watching as often as possible.

The call centre experience was no problem at all, as always it's not where in the world they're placed but how well the operators are trained and individual personalities too.

Hope everyone who's waiting gets theirs soon, it's good fun and I'm looking forward to more improvements and especially the iPad app!

Re: General TiVo Discussion Part 2
 

woot woot woot

Tivo - Check
V-HD Check
50Meg - Check
Sky HD - Check

DNS updated with new IP address - check

Re: General TiVo Discussion Part 2
 

I can't help wondering how many emails are stuck in the Spam folder. If you think you are missing an email, log into webmail and check.

Re: General TiVo Discussion Part 2
 

Good point SP :tu:

Re: General TiVo Discussion Part 2
 

I still have not received mine and it is not in the spam folder either ( not that it matters ).

Re: General TiVo Discussion Part 2
 

You'll probably of been taken off the list :)

Re: General TiVo Discussion Part 2
 

I did, no luck :-( May try again in a few days, just out of pure desperation, lol

Re: General TiVo Discussion Part 2
 

Received my offer Email today. How is the £149.95 activation fee paid? Is it paid upfront when I call them, taken on the day of install or is it put on the bill?

Re: General TiVo Discussion Part 2
 

At least you tried, sorry bud. :(

Re: General TiVo Discussion Part 2
 

AWWWWWWW SHHHHHHHHHHUCKS:p:

Re: General TiVo Discussion Part 2
 

On your next bill :)