Keeping V+Box with Tivo - Please Help
 

Can anyone help. I recently ordered a TIVO box and today it was installed.

Prior to today I have had phone calls from Virginmedia offering to let me keep my V+Box for free. I accepted the offer and the Engineer turned up and did the install and relocated the V+Box to the bedroom. All great so far!

However we lost all the v+ functions and all my channels, I have rung customer services to be told that no one in Virgin Media would give away a free box and that i would have to pay a multi-room charge.

Can anyone explain what is going on

Re: Keeping V+Box with Tivo - Please Help
 

Thats a bit worrying. I currently have a V+ HD box downstairs and a separate HD box upstairs . I have just ordered TIVO to replace the V+ box which in turn will replace the HD in the bedroom. This should leave me with a TIVO downstairs and a V+ HD box upstairs at no extra cost a month as Im already on the VIP50 - Just the one off installation of £149.95. Hopefully Ill still be able to watch both boxes !!!

Re: Keeping V+Box with Tivo - Please Help
 

Sounds like the order hasn't been keyed on properly? The offer is certainly valid.

Re: Keeping V+Box with Tivo - Please Help
 

What do I need to say to customer services to get them to understand this offer. The ones I have spoken to deny any such offer exists. I feel like I am banging my head against a brick wall.

Re: Keeping V+Box with Tivo - Please Help
 

VM CS reps should log all calls on your account, so there ought to be a record of the offer.

Failing that, whenever a VM employee accesses your account (which they would have to have done to confirm your address, name, account/tel no and account password) then an access time is logged on the system. Ask them to check for access time that matches and ask if there's no log entry for that time.

If you can prove you received a phonecall from them (smartphone?) at the same time as that account access with no corresponding log, then maybe someone may take notice?

Boz

Re: Keeping V+Box with Tivo - Please Help
 

Its weird the engineer had a works order to move the v+box but Customer Services are saying he should have taken it away with him and not re-located to another room.

Does anyone know who is best to ring who knows about Tivo and the offers that are related to the Tivo box.

Re: Keeping V+Box with Tivo - Please Help
 

I had my Tivo installed this morning, I mentioned to the engineer that I had the V Box upstairs and I wanted the V+ that my Tivo was replacing to be moved upstairs so he could take away the V Box.
His jobsheet and PDA both just had down a straight install, despite me requesting the move at time of ordering Tivo and also confirmed this when I called yesterday.
Guy done it no bother though, took him 2 mins to do.

Re: Keeping V+Box with Tivo - Please Help
 

Yeah my engineer was great did a good job but the V+box has no channels other than the basic freeview ones and no recording functions.

Re: Keeping V+Box with Tivo - Please Help
 

Had mine installed Monday. I expected to lose the V+ box and keep my old Pace box that I've got up stairs. I was more than happy with this because I didn't want the bright green LEDs and the humming hard drive in my bedroom.

When the engineer come, he fitted the Tivo and took the V+ to the van. When he came back, he asked if I'd got another box, I said that I had, but I wanted to keep the one I'd got. Ok he said. 10 mins later he said that he would leave me with the V+ box in case there were any problems. So, I ended up with 3 boxes.

About an hour after he left, I checked the box up stairs and it had been de-activated! Thankfully, because he'd left the V+ box, it was simple enough to swap them over my self.

It's just odd how I wanted to keep my old box and send back the V+, and others are having difficulty keeping the V+ and sending back their old box!

Re: Keeping V+Box with Tivo - Please Help
 

I had my V+ box moved upstairs and the old standard box taken away. No problems,but the engineer did say the back office sometimes de-activates the V+ by mistake.

Yes the constant humming and the LEDs stops me sleeping. My solution is to only turn it on when I'm watching something, as the TIVO is now my recording device.

Re: Keeping V+Box with Tivo - Please Help
 

Actually that's a very good point. I've had the free multiroom offer when the Tivo install is done next week and I was planning on getting it put in the bedroom but forgot about it's fan and twice hourly hard drive "check".

I wonder if I could be cheeky and ask them to take it away and replace with a normal V HD box?

Re: Keeping V+Box with Tivo - Please Help
 

Had the same problem when the V+ box was moved upstairs. On the first evening it was fine AND still had all the HD channels. Next morning nothing, no picture, no sound. Had to go out then. Intended to ring Virgin later. When I got home, checked the box again, everything was now working as it should. It now had all the same channels as the VHD box it replaced. May be worth waiting a bit to see if they sort it out.

Re: Keeping V+Box with Tivo - Please Help
 

I finally have sorted my problem. It appears that the sales team didn't note the offer on my account.

If anyone else has this issue it would appear there is a dedicated customer services team for Tivo issues.

Once I got through to them they were aware of the free multi-room offer and updated my account.

The normal customer services (150) refused to even acknowledge the offer existed.

Hope this helps someone with a similar issue. My thanks to the Tivo team (Glasgow) for some great customer service.

Re: Keeping V+Box with Tivo - Please Help
 

Hi
XL Sky Sports + Sky Films + HD

Have to speak as I find, after highlighting my interest in TIVO last November"ish" and failing on the competition, no joy with 12 month free box, I got the first email a few weeks ago.
Next I got the confirmation email of delivery on my second choice date.

Got a phone call last night to discuss the installation on the 27th April but had to reschedule for unexpected personal reasons.
The great, English accent speaking bloke not only offered me a saturday am slot but said I can keep my V+ and it will be routed upstairs to my sons bedroom with no extra hidden installation cost and the monthly £6.50 I shouild normally have to pay for a second box is waived for ever.

I just need to sort out the HD / Sky Films / Sports package being transferred to TIVO and Sky films being kept on the old V+.

Virgin might not get everything right but they are certainly moving in the right direction with customer care AFAIAC

Negative bit, please more HD + Catch up choice .

Re: Keeping V+Box with Tivo - Please Help
 

Just had my TiVo installed, V+ moved to another room where the V box was (V box taken away), everything working (recording facilities etc) - I don't have Sports/Films HD channels on my package.

Re: Keeping V+Box with Tivo - Please Help
 

I was called up with the same deal except the engineers came whilst i was at work (girlfriend let them in) they couldnt relocate by v+ box at first as they said the cable to my house needs upgrading and somebody would contact us at some point but they have taken my v+ box away and customer services also refused to acknowledge that such a deal exists and one of them told me according to my account my v plus box is still here...

Anybody know the right number to call to get through to somebody that knows what im talking about? :-)

Re: Keeping V+Box with Tivo - Please Help
 

I had a similar problem to this, my box was relocated (under the free forever offer people are talking about) and then they denied the offer ever existing.
An email to the Chief Execs office for Virgin sorted it out.
neil.berkett@virginmedia.co.uk

Re: Keeping V+Box with Tivo - Please Help
 

I get Tivo installed next week. Previously only had a Pace sd box. Does this mean the engineer will install the Pace box in another room for me?

:)

Re: Keeping V+Box with Tivo - Please Help
 

Hi All,

I'm really interested in getting TIVO and after seeing this thread I called virgin 150 and got put through to the TIVO sales team.

I asked how much it would be to get TIVO and relocate my V+ HD box to the bedroom. The salesperson said it would cost me £150 for the TIVO an then an extra £9.50 p/mth.

I am on TV XL so I presume keeping your old box for free only applies if your on a VIP package?

Re: Keeping V+Box with Tivo - Please Help
 

They ring you back a couple of days later according to what most people have said, and the £9.50 is a combination of £3 TiVo fee and £6.50 multiroom fee so you'll have to pay £3 anyway :)

Re: Keeping V+Box with Tivo - Please Help
 

I have the VIP 100 package (XL Phone, XL TV and XXL Broadband). I phoned Virgin this week about getting Tivo installed and was informed that our current V+ HD box would be moved in to our bedroom, where we currently have our old V Box and all features including current HD channels and recording facilities would all still be available. I did query this because I also asked would this increase the price at all, which I was told no.

Our installation is not until May 3rd, so after reading this thread I hope the order is all correct.

I have been told that Virgin will eventually replace all the old V boxes, but whether this is true or not I do not know.

Re: Keeping V+Box with Tivo - Please Help
 

I ordered my tivo about two weeks ago and was asked if I wanted to keep the V+ box. I said no as I did not want to pay the extra per month.
Had a phone call from virgin a few days later to offer to let me keep the V+ box for free as I had registered interest early! So said okay.
Rang up yesterday (150) to confirm that the offer wasn't just for free move to another room. At first I was told there was a monthly charge, but after the operator checked my account she confirmed that there would be no monthly charge for the V+ box, just the £3 per month for the tivo.
Tivo due next Tuesday (3rd) so here's hoping everything goes okay.

Re: Keeping V+Box with Tivo - Please Help
 

VM sent me a copy of the new Tivo contract which did not add up to what I was told when I ordered Tivo over the phone.
Today, I contacted VM and asked what was going on since I was told that the £3 a month subscription would be included within my current VIP 100 package, the woman insisted that I was wrong and told me to hold while she put me through to Sales. After a couple of minutes she came back and said there had been a mix-up with the order and the person I had originally placed the order through keyed in the wrong code.

She then confirmed that the Tivo box would be installed on the 3rd May and my current V+ HD box moved to the bedroom where we currently have a standard V Box. A new contract is now being sent out with the correct details. And the Tivo subscription fee was waived under the VIP 100 package, eventhough my first Tivo contract contradicts this entirely.

I am glad I read it before having it all installed and finding out afterwards. Anyone else ordering Tivo should check their contracts, or you could face higher bills than you first thought.

Re: Keeping V+Box with Tivo - Please Help
 

Got my Tivo installed yesterday... and the engineer installed the SD Pace box in my son s bedroom where we previously had no wiring. He got his ladders out and ran new cabling up the outside wall to the first floor... and we now have multi room for free.

Result

:)

Re: Keeping V+Box with Tivo - Please Help
 

Tivo arrived and fitted this morning, V+ box moved to bedroom with nice long lead so it can be moved around as needed. Looks okay so far. Engineer wasn't sure how to set remote up to control TV sound but we sorted that before he left.
Probably take some time to get used to different EPG and more fiddly recording setting (having to add time buffers for every recording) but all series and favourite channels set up okay.
Here's hoping it all goes well.

Re: Keeping V+Box with Tivo - Please Help
 

Had our install today.

I had been contacted by phone a week or so ago where I was promised I could keep the V+ box and it moved to another room - no extra charge.

Installer arrived and said his job order was to replace the V+ box with a Tivo so he'd be deactivating the old one.

Give him his due he accepted what I'd said...spoke to his manager who said 'oh not another one!'.

He Teed another cable in for the bedroom, put the v+ box up there and said it will go dead but will fire up as he can't activate it has been deacttivated.

Took a couple of hours and the v+ box came back to life and I induced a couple of reboots.

Now have Tivo and V+

Looks like though the Tivo team are not talking to the install team though.

Re: Keeping V+Box with Tivo - Please Help
 

Well everything is working so far!
Couldn't get catch-up from the epg so rang 150.
Finally got through to someone who knew what he was talking about. He went away and came back to tell me that you cannot view these programs for 24hrs after they have been shown, so no watching last night's stuff this morning but I suppose I can live with that.
The Tivo call centre was very noisy and I had trouble hearing what the operator there said (sounded like a riot going on in the background).

Re: Keeping V+Box with Tivo - Please Help
 

Agreed, not very good.

Re: Keeping V+Box with Tivo - Please Help
 

I have spoken to customer relations, customer support and Tivo sales and none of them know anything about this offer. Do you know what it is called and which dept is making the offer? Would really appreciate help as my Tivo instal is next Thursday. Cheers

Re: Keeping V+Box with Tivo - Please Help
 

I had my Tivo installed this afternoon, and like many others I was offered a free multi-room deal with my existing V+. I was sent a new contract which confirmed this, but when the engineer arrived he only had instructions to swap the Tivo for the V+ and take the old box away - and explained that although his job sheet showed that the V+ was to be moved to another room, his PDA only had an entry for the Tivo as a replacement which meant that my V+ would not be usable once he set up the Tivo. To cut a long story short, he agreed to phone his dispatcher to see if anything could be done to allow me to keep my existing V+, and after two or three further calls he was able to sort it all out.

Result! The engineer was a complete star, he couldn't have been more helpful. He said this was happening all the time and caused the engineers no end of problems.

I do have a slight issue with the Tivo, but I'll start a new thread about that...

Re: Keeping V+Box with Tivo - Please Help
 

Sorry I've no idea what the offer is called. I just got a call from Virgin (can't remember if they mentioned which department) and they made the offer out of the blue.

Re: Keeping V+Box with Tivo - Please Help
 

I had Tivo installed and the same problem for me no V+ functions on the box.

Just a question, how much should Tivo be now, I am on VIP 50 with the Tivo box and the V+ box upstairs

Re: Keeping V+Box with Tivo - Please Help
 

I had the same issue yesterday, Tivo installed in lounge and V+ moved to bedroom, lost all channels on the V+. I'm on VIP50; I spoke to Customer service who said I shouldn't have a V+, got passed to some one else wo said they were fixing it and it would be back on shortly. I then rang back an hour later and got through to the Tivo customer care team who advised nothing had been done. So the guy got it sorted for me and was back on in a few hours. I did see an additional install change and v+ activation charge on my account, but he assured me that I would get a credit for these. I'll wait and see!

It appears it was keyed in wrong when I ordered, even though I was told yes that's fine, you'll keep the V+. I find it worrying sometimes when not all departments are aware of offers and it takes 4 or 5 calls to get an issue fixed.

Re: Keeping V+Box with Tivo - Please Help
 

Wow, a colleage sitting next to me in my office was called last week by Virgin to say "as a special offer your can keep you V+HD box for free when your new TiVo is installed".

The engineer missed the installation appt. this morning and after being chased up he arrived and knew nothing about keeping the V+HD for free.

My colleague just spoke to the engineer on the phone now and after getting nowhere he decided to call it all off and cancelled his TiVo installation completely!

Boz

Re: Keeping V+Box with Tivo - Please Help
 

Nose, spite and face spring to mind.

I'm sure he would have got it sorted eventually after the install.

Re: Keeping V+Box with Tivo - Please Help
 

However you look at it, VM should really start learning where there arse and elbows are, and get them aquainted.

Boz

Re: Keeping V+Box with Tivo - Please Help
 

I don't disagree. Many people including myself were given incorrect pricing for Tivo and this 'special offer' for free multiroom for only some people has been handled very badly. But cancelling your installation because of that.... crazy in my view.

Re: Keeping V+Box with Tivo - Please Help
 

Indeed, but I think he wasn't that convinced to start with, because of all the niggles.

Doesn't help when he asks me how my TiVo is going and I say "it's missed recording several programs that aren't repeated, doesn't have watched status, the EPG data is sometimes wrong or incomplete, has too many unnecessary single option sub menus and the SD picture quality isn't brilliant, but other than that it's ok..."

Boz

Re: Keeping V+Box with Tivo - Please Help
 

So more like an excuse to cancel something he was having doubts about. I understand.

Re: Keeping V+Box with Tivo - Please Help
 

Wow, talk about jumping to conclusions. It's not like your dig at all, the guy is fuming at being misled and mucked around. He doesn't read these forums so isn't up on the stuff going on, something that we often overlook here.

He didn't want to risk being charged £70 relocation charge (engineer quote) and V+HD monthly cost. The onus would be on him to chase up Virgin and get them to sort the problem out.

And why go to all that hassle at the risk of being told you may actually have to pay up, when the guy sat opposite you at work is moaning about the service.

Forget I mentioned it.

Boz

---------- Post added at 15:51 ---------- Previous post was at 15:41 ----------

Hmm, re-read my last post and I came across a bit harsh. Apologies, a case of too-hasty reply.

Boz

Re: Keeping V+Box with Tivo - Please Help
 

No problem.