Incorrect Install?
 

Well the guy installed my V+ and a modem today, nice efficient bloke who knew what he was doing. Blue light was solid and all channels on and all correct ip nos etc. but window said I was not yet subscribed to V+, the guy said the box would be hit within an hour and to 'phone cs if not. 'phoned cs after hour and told it would take 24hrs. called them again and spoke to a helpful lady who tried to sort it from there- took card no, reboot etc. no luck, then she booked a technician for sunday am.
What's wrong , whos right, is there anything else I could/should have done?

On the plus side the sd picture via hdmi at 720p is superb (Pioneer 507xd)

Re: Incorrect Install?
 

I had similar problems, no V+ service, and no interactive or on-demand either! After seeing a thread on this forum I asked to speak to the Swansea customer services who agreed that the signal had been sent to the wrong set-top box (my old NTL box had been installed upstairs) so I turned it off and they sent the signal again and it worked. A different department then sent a different signal for the on-demand and killed the box completely, but thats a different matter.....:dozey:

Re: Incorrect Install?
 

I can access on demand (watched acouple of blue planet HD last night) just not use the recorder etc. press V+ and it says 'you are not subcribed' will the tech' be able to do anything or is it at their end?

Re: Incorrect Install?
 

I dont think the engineer coming out will be able to do anything, the box needs another 'hit' sent to it by the sounds of it, it took my box a few hours to receive this 'hit' to get the V+ recorder options working. Id give them another call and see what they say.

Keep on at them, im still waiting for my interactive services to get sorted, its been 4 weeks now and still havent sorted it.

Re: Incorrect Install?
 

The name may have changed but the service is still the same ! :td:

Re: Incorrect Install?
 

I've been having similar problems. Got my V+ box installed Thursday & am very pleased with the way it is working. Recording etc. is perfect, no hanging remote problems. After I'd finished playing I realised that I only had access to basic channels & radio. I was on the "Family pack" + "Sports & movies" and looking forward to watching (& recording) World Superbikes & A1 GP this weekend, never mind the football tomorrow. After 45 mins. on the phone to faults last night (I left it overnight just in case) I was assured a hit would cure it & it was on it's way. In the meantime discovered I had no VOD either. Saturday morning & no difference so I'm on the phone again, another hit was sent while I was on the phone, no difference again. Now quite annoyed as I have to wait until Monday afternoon for an engineer (and another days pay lost) & no sport for me......:cry: :grind:

Re: Incorrect Install?
 

Been getting loads of these and they have been updating the wrong occurance on the accounts.

I've seen the services on cards read V+ on the standard cable box by swapping the occurences and balancing the account I've fixed all these.

Re: Incorrect Install?
 

Having read various posts, when I called Faults this morning I unplugged the other box, just in case. My other half hates sport, which is why we have two boxes.
Just had a call from VM saying they have an engineer in the area can call between now & 4pm. - keeping my fingers crossed.

Re: Incorrect Install?
 

Got back on to them after reading this and a helpful lady went through it all and said account was balanced etc. and sent more hits, still no joy.
Got a call a bit later from a manager who said their was a tech in my area (cancellation) and did I want him to call right now, too right.
He knew straight away what it was and said it was fixable from their end and didn't need a tech. He 'phoned them and had to tell the guy what to do and it was up and running within ten minutes, neither he nor I had to touch the box.
Seems cs aren't trained up as he's done a lot of these.
What's the betting another tech' calls at 8.00 in the morning.

Re: Incorrect Install?
 

After many calls to CS, call backs from faults etc, today it looks like I have got to the bottom of why my 'red' button services (BBCi, Virgin Central, Sky Movies 9) do not work.

It appears that your V+ box needs to be assigned as the Primary Box, if not interactive services do not work. When they installed my V+ my previous main box was moved into another room, but it is still assigned as the primary box hence no red button services on the V+ box.

Spoke to CS and Faults today, they took down all my Box numbers and Smart Card numbers and have promised to get this sorted.

I was told that this is probably a common problem as many subscribers keep their old primary box, and unless their boxes are re-assigned correctly the 'red' button services will not work on the V+ box.

Hope this helps.

Re: Incorrect Install?- Update
 

Well, the engineer turned up within an hour and found the main problem straight away.
The install tech had input the wrong serial number for the V+ box (added an extra 9?) so the card wasn't paired. This I already suspected as on the Tech info screens the CA IPPV & Card status both said "never paired". Anyway, the saga continues- the engineer rest everything and spoke to someone at Vmedia asking them to reset the account etc. & send another hit to the box.
Now it's Sunday morning & still only got basic channels, kicking my heels till 10am. so I can ring faults again.:mad:

Re: Incorrect Install?
 

Just got off the phone to faults & now they are saying that the smartcard number is wrong on the account! I now have to wait up to 48hrs. to see if that fixes it.
I'm not very happy with Vmedia right now.:mad: :td:

Re: Incorrect Install?
 

Oval73 are you fixed now? We had similar problems and it is hopefully all sorted now as we needed a new box which we got on saturday morning and the engineer was superb.

Re: Incorrect Install?
 

I'm still waiting for something to happen with my channels. I tried a reset just in case but I just get a message saying my smartcard is invalid or incorrectly inserted.
I'm pretty sure the box is ok as I have no problem with anything else and the recording and delay tv works great. I don't think any of it was the engineer's fault - it's just a computer input cockup at main office.

Re: Incorrect Install?
 

Sounds like just what I said was right then? Wrong occurances, happens a lot at the moment gona start feeding it back to customer care as I've seen about 200 since the launch of the VIP pack.

Re: Incorrect Install?
 

Well, Monday night came and went and still only basic channels.
Tuesday evening and still the same, so it's another call to faults. They said the signal had been sent Monday and would take 24 hrs. to get through, and to wait for a couple of hours and try a reboot. Still no channels.
Wednesday evening - guess what? Still only basic channels. On the phone to faults and I'm told yet again that the signal had been sent, but they would send another one straight away "to try and hurry it up".
Again give it a couple of hours and try a reboot.......
I'm still waiting.

Re: Incorrect Install?
 

At last, 9pm. & I've finally got all my channels!!:D
Channel hassles apart, I'm very impressed with the V+ box - haven't used my Panasonic H\drive recorder since the V+ was put in. Suppose it'll come in handy for archiving.

Re: Incorrect Install?
 

I have been having this exact problem of not getting my subscribed channels on my V+ box, although still getting them on my second box. (also getting the same issues of you with runaround from CS - now on my 8th different person, but that is another story ...)

Do you know what they did to solve your problem? I would love to be able to suggest it to CS / faults / engineer.

Re: Incorrect Install?
 

that sounds exactly like the problem i'm having since monday - i've got a tech coming out today as rehits, an engineer on tuesday afternoon and my ringing up yesterday with all our box details (I think the lass I spoke to thought I was nuts in thinking that they'd got the wrong details on the account) hasn't done any good.

Re: Incorrect Install?
 

From my experience, I would try perseverance and patience. Just keep calling when whatever they do hasn't worked - after enough calls I think you get more priority, but somethings do take a while to do (signals to the box can take 24hrs. to work).
It was nice to get a phonecall this morning from CS asking if it was all working ok. :tu:

Re: Incorrect Install?
 

Mine is now working. Managed to speak to someone really helpful today, called [edit - name removed, changed mind, not really fair on him] on 01256 752000 - which is Virgin's head office. Ask for "Top Level Complaints"

Turns out that although my box and card were paired on their system it hadn't carried through to the server (or something).

Guy I spoke to diagnosed, it fixed it, followed up with a second call to check it was working fine and gave me £85 of my next months bill (i.e. next month is free!).

I recommend phoning the head office number instead of CS if you want something done.

Re: Incorrect Install?
 

When I ordered my VIP package I was very impressed with the fact that the guy asked me which of my two Samsung boxes I would be keeping and for the card ID so that he could determine which box to remove from my setup when the V+ is installed. As it seems from some of the posts I have read that problems have been caused by incorrectly assigned card pairings or boxes being moved still being left as the main box I hope that my install will go OK. If not then all the info gleaned from these pages will at least give a fighting chance in getting it sorted quickly.
Cheers