lost all channels
 

i am in the g75 area and have had no channels but bbc1,2,itv,ch4 since sunday, twice i have arranged for an engineer and twice virgin have cancelled,the first time i only found out after waiting in for them. one time they said box fault, once area fault, once smartcard fault, now today they say i must wait until the 14th july to see if the area fault is fixed!is anyone else going through this?oh yea, and now the sound has gone too!

Re: lost all channels
 

We have a couple of tickets open for that postcode.

I'm guessing yours in the ticket from 6th? ref 1305668. near or on Troon Avenue?

There is intermittant noise on the network causing a loss of service. Investigations continue.

:welcome: to the forum :waving:

Re: lost all channels
 

yep,thats me!its not just the loss of service but also how i've been treated on the phone thats annoyed me, but thanks for answering me, i actually feel a bit better now!does it involve many houses?and do you think it may be resolved soon?

Re: lost all channels
 

Just quote the fault ref when you call and Support can check the ticket. 's affecting about 28 customers.

It's caused by noise on our network, techs are having to do work on it out of hours due to World Cup matches.


Sorry to hear you've had trouble on the 'phones with some staff... I'll check the ticket again tomorrow for you :)

Re: lost all channels
 

thanks, i would appreciate that, so thats 28 like me with loss of all subscribed channels and now sound as well?

Re: lost all channels
 

Don't forget you should be in line for compo if the fault runs over 72 hours bushwakka.
I'm sure Digital Fanatic can let you know more.

Re: lost all channels
 

28 potential customers, 5 with actual loss looking at the ticket. Work being carried out today to rectify the noise issue.

---------- Post added at 08:50 ---------- Previous post was at 08:48 ----------

Yeah, we credit back for loss of service over 24 hours, so long as call has been made to the contact centres and a valid ticket is raised.

Re: lost all channels
 

i would have thought credit was standard but i am hoping for a goodwill gesture for the length of time and inconvenience,can anyone enlighten me to what i should be expecting please?

Re: lost all channels
 

It's worked out at what you pay over the month, divided in to the days without service.

Customer Care have discretion to add good will on top as it has been a while. My advice would be polite (as I'm sure you would anyway), but state how long you've been without service and how unhappy you are.

update on the ticket: final works to be carried out on Monday now. Once fixed, just give 150 a call and get the account credited.

Re: lost all channels
 

thanks df,well mondays better than never, my poor daughter is on holiday this week and not happy at loss of tv as i'm sure you can imagine, at least we had on demand until the sound went, now am reduced to watching what we can on the pc,thank god we still have broadband at the mo, strange fault though that gives a few channels,broadband but then loss of sound.

Re: lost all channels
 

Yeah, totally understand... you may have another issue on top of the local outage? Once the local issue is fixed and you still have problems, then VM can send a tech to you. They can't send one while the outage is open.

Just in case it's a connection come loose for the loss of sound, just make sure all connections are ok, especially the scart lead...

Hope everything gets sorted on Monday... thanks for your patience :tu:

Post back on Monday evening and let us know if all is ok :)

Re: lost all channels
 

lol!!!sound was the scart lead,it had come loose with all the moving and resetting and cable checking:rolleyes:

Re: lost all channels
 

cool :Sun:

at least you have some service now :)

Re: lost all channels
 

lol!if you are about do you know if anything is likely today before i have to ring again please?

Re: lost all channels
 

Service has been restored at the cab. Call-backs to a selection of customers show everything is back on. Are you still having problems?

Re: lost all channels
 

none of my channels are restored whatsoever!!!

Re: lost all channels
 

You need to call Support then... you may need a tech now.

Re: lost all channels
 

thanks, just trying to do that now.

---------- Post added at 23:30 ---------- Previous post was at 23:26 ----------

first guy was indian and hung up on me after 5 seconds,and in no way was i rude,was just explaining the problem!call was one minute ago if these can be traced btw.

---------- Post added at 23:43 ---------- Previous post was at 23:30 ----------

second guy now says that my problem will be escalated!and it will be fixed in 24 hours!8 days without my tv now and this is where i am! every time i ring i get told something different, twice engineers cancelled on me, i really hope this is not typical.

Re: lost all channels
 

Hi,

Have you got a complete loss of service or some missing channels now?

I thought you had sound back on some channels?

Sounds like you may of had another issue on top of the local one, but your issue couldn't be fixed because of the local issue.

You will be credited once all is fixed... I'd advise calling before 8pm in the evening if you are having trouble with the offshore teams.

Re: lost all channels
 

no cable channels at all,just bbc,itv,4,5,3 and a couple of +1's. the sound was my loose scart!basically i pay for tvxl but am getting none of it since a week sunday now, i am about to ring yet again to see if i can get some satisfaction today,will let you know how it goes.

Re: lost all channels
 

Ah, ok... yeah give Support another call.

Re: lost all channels
 

apparently i have yet another engineer booked for tomorrow morning so hopefully this one will come and i will finally be back up and running.

Re: lost all channels
 

Good stuff... there is no local outage to cause your appointment to be cancelled now, let us know how you get on :)

Re: lost all channels
 

guy came today,swapped box and all is now well thanks,all before 9am, said he had the same problem at a house yesterday where one box was good and one the same as mine, where the box was not seeing the smartcard.

Re: lost all channels
 

nice one :cool: