Re: Dead tivo! Error code C130
 

Maybe a few quid off your bill but I highly doubt they would upgrade you to a 1tb for free.

Loss of recording is not their fault.

Re: Dead tivo! Error code C130
 

Nothing to worry about. C130 only means it can't contact the server. There are lots of possible causes. If a reboot fixed it that should be the end of it.

Yes, you're right. It's an outage, but not the one you quoted above, which only affects one Northampton CMTS. Both are being worked on.

Re: Dead tivo! Error code C130
 

Success!

After a 38 minute phone call to faults then cs then finally retentions our new 500gb tivo is being replaced on Saturday by a new 1tb tivo

The £49.95 installation and £20 delivery charges have been waived and £4.94 has come off the bill for the loss of service of the last few days

I now feel suitably compensated for our loss :)

Re: Dead tivo! Error code C130
 

Blimey, I'm impressed! I couldn't see Sky doing that for their customers, could you?:D

Re: Dead tivo! Error code C130
 

Funnily enough I mentioned all the sky flyers coming through the door when I was speaking to retentions :D

Re: Dead tivo! Error code C130
 

Glad you got it sorted :)

VM will now have the benefit of your monthly fee until further notice, you may also share your positive experience with family, friends etc.

Had they taken the "it's not our fault, it's your problem, so tough- what do you expect us to do about it?" stance you may have cancelled (which costs VM in terms of ongoing lost revenue for up to four products) and the high costs of acquiring a new customer just to negate your churn, never mind expand their customer base.

It simply makes sense to keep customers happy.

---------- Post added 15-01-2015 at 00:02 ---------- Previous post was 14-01-2015 at 23:56 ----------

Well, you were wrong. If one sets off with low expectations, that's exactly what one will receive.

As far as i'm concerned, any customer that is willing to accept low or no compensation for problems that arise is to be welcomed with open arms.

The company makes more money and it helps to keep prices down for the rest of us on top of any compensation/discounts that we may get.

Re: Dead tivo! Error code C130
 

A whole bunch of content provider big-wigs have just started rolling around on the floor laughing their heads off after one of then said, "Yeah, like that's gonna happen!"

Re: Dead tivo! Error code C130
 

Oh by the way, the retentions lady told me they were trying to push customers to upgrade from 500gb to 1tb at the moment. Might be worth a phone call if that's something that would interest you

Re: Dead tivo! Error code C130
 

Well done, I thought it was there if you approached it properly.

I'm struggling to understand why you need to be compensated. Yea sure a pro rata rebate for loss of service but to want a free upgrade to the bigger box, I really don't understand. It's like me saying I have a 15 minute SD recording of a test card, my box went toes up and because I didn't get to watch it, give me a bigger box or else!

Or, I pay for my phone with inclusive data and minutes, I don't use all of my data or minutes so O2 should upgrade my data and minutes, refund me for what I don't use and give me a better phone gratis.

Don't get me wrong, kudos for pulling it off, but why?

Re: Dead tivo! Error code C130
 

Why not? I didn't go in demanding anything

Their box failed, I thought I'd call up to express my disappointment and talk, politely and calmly, about what my options were going forward and that was the outcome.

Presumably they value the money I've given them every month for the last 10 years and would like me to stick around

---------- Post added at 12:31 ---------- Previous post was at 12:30 ----------

Cheers

Re: Dead tivo! Error code C130
 

I agree, there was no legal or contractual obligation to compensate in this way.

However, my experience has always been that Virgin Media are very reasonable and tend towards pleasing their customers. The recent post about the person whose spouse died and didn't have the money to keep paying the higher level package they were contracted to pay is an example of this.

It is posts like that and my consistent experience of VM when I have a problem or other reason to call that makes me doubt those who are quick to slag them off for some perceived failure. I am pleased to be a VM customer, frankly, and would need some considerable persuasion to take my business elsewhere.

Re: Dead tivo! Error code C130
 

What a strange question.

Worst case is they say no. Best case is you get your stb upgraded , save yourself the £60 it would normally cost and get a few quid off your bill into the bargain. All for the sake of a few minutes on a free phone call.

Surely the question really is why not?

Re: Dead tivo! Error code C130
 

I have no problem with the OP being compensated at all, but surely people are aware that any PVR can fail and losing recordings is a consequence of that; a consequence that should be accepted when taking a service from any pay TV provider that involves a PVR.

Personally I think VM were under no obligation to compensate the OP; the fact that they did shows that they value him as a customer, and I guess VM hope that their actions will generate some loyalty.

I do think that the compensation culture that we now live in is getting a little bit out of hand.

Re: Dead tivo! Error code C130
 

I will never fail to be astonished at what people who pay for a service are prepared to put up with. It's this idea of you being under contract to Virgin. Do people not understand that YOU have contracted THEM to provide YOU with services? Not the other way around. Virgin don't contract you to give them money each month, you employ them to provide you with a service, and if they do so sufficiently well then you pay them for it. Of course it's in their interest to keep their customers happy - they want to keep working for them. And frankly, in this instance they certainly were obliged to at least refund the day's that his service wasn't working, which they've done to the tune of about a fiver

The "compensation culture" that you're presumably referring to is something very very different.

People put up with an awful lot of crap in this country from service providers and think they have no choice but to do so. Slowly I think people are beginning to realise this.

---------- Post added at 20:18 ---------- Previous post was at 20:16 ----------

When did we hand over the power in a relationship between employer and employee to the employee? Virgin are the employee in this relationship. To an extent they do what you say, not the other way around. They obviously realise this, which is why Pengedragon is pleased with his settlement, and the price rises thread elsewhere in the forum contains plenty of good news from those of us who weren't prepared to accept the rises.