Swap Box
 

Hi there, We have a V+ Box from when we had Virgin TV before we got SKY HD, we still get the Broadband and Phone and M TV pack but we don't use the box much if at all.

I want to move the box upstairs we have the cable etc for the box already installed as we had a second box in the second room, but the box is a bit big.

If I rang VM would they let me swap it for a new V HD Box? I wont be using the HD yet until I get a new small HD TV for the room but would like a smaller box to fit in the room.

If i can would they charge me £49 for the box plus £20 p&p?

Any help advice would be great thanks

Re: Swap Box
 

if you say that the red button doesn't work they will have to send a box/tech

Re: Swap Box
 

But what happens when the tech gets there and the red button does work :confused:

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lol was gonna say that

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It won't if v+ is disabled.

---------- Post added at 16:29 ---------- Previous post was at 16:28 ----------

I'm assuming your v+ features have been disabled to make tv m free

Re: Swap Box
 

The flow will ask the agent to check the tier they are on and would not send a tech as it would advise education.

Re: Swap Box
 

Good point, well made!

Apparently the red button feature doesn't work on a deactivated (for recording) V+ box. Someone correct me if I am spouting a load of rubbish there!
But the VHD box does have red button functionality. Worth giving them a call to say your red button doesn't work. And if they say it is because you have ceased the recording features, tell them the VHD box has the functionality and that you would like one in its place. How much room you'll have to negotiate on with that I don't know, as you are on the M (free) package.

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My post above.;)

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Indeed!

Why don't I just keep my nose out :D

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The diagnostic flow just does the job for a DTV or Telco agent and is usually correct.

Re: Swap Box
 

Should the red button work on a V+ box that has had the V+ functions deactivated then?

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It would have no reason to work but I will ask tomorrow just to be sure from a FMC agent.

Re: Swap Box
 

Hello!!! Virgin tech here!!!!!! A v+ looses the red button feature and the flow will be to send a tech

Re: Swap Box
 

ok ta, I will give that a try thanks

Re: Swap Box
 

Sounds like you could be in luck then DJ Dave. Let us know how you get on won't you?

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will do, just gotta wait for someone to get off the phone now lol

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Ah, the misses no doubt!

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You do not have the FDT and it depends what that tells the agent to do as they must adhere to the flow or get into trouble.

Re: Swap Box
 

So what would you do if the red button doesn't work, end of the day it's a fault that can only be fixed with a box swap. Ive been sent to those jobs

Re: Swap Box
 

I would follow the flow and if it asked me to check what tier which it does then it would probably say not valid on that tier and to educate the customer and advise that they would need to upgrade.

That is why the FMC diagnostics is just set via a flow as it has certain scenarios for every fault and it must be adhered to on each call as they are checked for adherence.

Re: Swap Box
 

Just got off the phone after talking to 3 people, the first from overseas told me there was a fault in the area and he would put me through to CS so then I went to CS and told him, he said it was nothing to do with the it being a V+ box the red button works on all boxes even if the V+ is not switched on.

I then got put back through to faults in the UK this time and was told I could pay an extra £6 a month or £49 for someone to swap the box over, just seems a bit off when I'm paying for red button services that everyone else gets but can't use them, the lady also told my I could use my SKY+ Box for red button instead of using Virgin

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As I said above I will ask the question when next in work which is Thursday not tomorrow as I said earlier.

Re: Swap Box
 

Crazy, try again

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It's supposed to be resolved in June sometime if he doesn't want a box swap.

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It is the FDT they cannot do the opposite of what it tells them.

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It tells them to use sky for red button?

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No they are not supposed to do that and Quality would not be very happy if they were listening.:D

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Just seems a bit off that everyone with a vbox gets it but i have to wait until June at least, I might ring cs and have a word tomoz.

Re: Swap Box
 

I'm sure the outage page says to book a service tech to swap the box to a V-Box?

I know it's in the remedy ticket. I'm now on my days off, so can't search myself.

---------- Post added at 19:49 ---------- Previous post was at 19:47 ----------

Speak to faults and they should do a search for the fault ticket.

Re: Swap Box
 

It's ticket 1049577, and it does say the box should be swapped.

(Just for the record, the FDT doesn't help with this one - it just refers to second line)

Re: Swap Box
 

In your face masque whoop whoop lol

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I knew if the was something different that Spiderplant would come up with the goods as this is his speciality so good on him as the thing with the FDT is that the agent has to follow it and that includes telling them to contact 2nd line who will give appropriate advice.

I am glad that they cannot install such a tool for broadband as it would not work as it would end up just fobbing people off rather than sorting out the issue.

Re: Swap Box
 

so should I say about a ticket? or should I just get back on the phone tomoz and say again the red button is not working on the box?

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Follow Spiderplants advice but call tomorrow from 0800 as you should get a UK agent.

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0800 number? i just call 150 at the moe

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151 for faults.

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In his own way, he means call at 8am :p

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I missed that.:D

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Ok this is doing my head in now, just rang 151 and the guy I spoke to said he can do a test from their end to see if the box is working for BBCi etc and he said it was working fine (must have been some fast test as he was talking to me the whole time) he said it was the remote, I told him the remote works fine and he said yeah but the red button has broke on it so I'll send you a new remote in 7 days.

It is getting to be a joke now.

Re: Swap Box
 

Cheers SP :tu: :)

---------- Post added at 13:10 ---------- Previous post was at 13:09 ----------

Dave, can I suggest you post on our Community Forum (via My VM ) with the remedy reference 1049577, one of our 2nd line guys will book you in. :)

Re: Swap Box
 

ta Digital Fanatic you sound like you know what your doing, (unlike some) I could not believe it when the woman told me to use SKY instead!

Re: Swap Box
 

that is poor.. sorry about that. The guys on 2nd line will check that reference and book a tech no problem.

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sorry sound like I'm going on a bit, but have just been told over on the VM Community I have to wait until July.

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Lol, I'd be speaking to the folk at thinking of leaving us dept

Re: Swap Box
 

:doh:

It clearly states to offer a box swap if the customer requests it. Can you post back and advise them to check the details of the ticket and you'd like a box swap.

EDIT: I see you have requested already... they should be able to arrange it, just be firm, but polite ;)

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ok ta, they did ask me on twitter could they help when I told them the problem I got no reply, so I guess it's the same team? I will leave it with them for a bit thanks

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No, they are a different team. Let us know how you get on. I'd book a tech for you but I can't due to DPA rules on 3rd party forums.

Re: Swap Box
 

If they say they can't fix it till July then maybe they should activate your v+ at no extra cost till then :)

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It is a fault on something that you do not pay for so very unlikely to get a free upgrade or even a credit.

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not heard anything yet, but the twitter team did ask me to email them with the info etc, so sent that will see if I hear anything before Monday.

Re: Swap Box
 

quick update the twitter team are going to sort out a box swap for me :-) thanks for your help guys!

Re: Swap Box
 

Brilliant, glad you got it sorted. :tu:

Sorry we couldn't do that on your first call!

Re: Swap Box
 

Just a quick update that the twitter team told me they would sort out a box in the post and it should be here Wednesday then I just send the old box back.

I also got that new remote this weekend and shock horror it did not work the red button lol

We got there in the end Virgin :-)

Re: Swap Box
 

Thanks for updating DJ :tu:

Re: Swap Box
 

Ok got the box, they even text me last night saying it would be here today, then another today saying it would be here before 12.26, and it was well done virgin we had a few issues getting the smartcard to pair up but we go there in the end and now all i have to do is take the v+ box to the post office.