Can someone explain ?
 

Hi friends, can someone explain the reason behind the stupidity of VM engineers.

Everyone know of the problems that l have had since having a TiVo box installed, i have had five engineers to fix a simple fault.

Picture freezes, it comes out it squares, loss of channels, it wont record properly, difference engineers have said difference reasons ie not enough power going into box, Computer is at fault, second box is taking all the power, wrong cable coming into house.

They have put a booster onto the computer, saying the power should be strong enough. We have nothing wrong with the BB, its the TiVo box causing the problem.:confused:

An assistant at VM that spoke with my wife was very rude, and thought my wife was an idiot, by saying you have the channels so where is the problem.

To get the channels on the TV, we have to switch on the computer to get the channels to go to the Tivo box, the booster is for the PC, BUT once again the problem was with the channels etc.

Can some explain in plain simple terms what could be the problem - and its taken FIVE engineers to solve.

Re: Can someone explain ?
 

Email the CEO's office Arthur. You'll get an automated reply and a number to call.
neil.berkett@virginmedia.co.uk

Re: Can someone explain ?
 

Didn't actually explain the problem though, jem ;)

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I have had something similar to Arthur which was cured by a 10db attentautor on the Tivo. I had very high power levels shown on the shub which on phoning up they agreed were also present on the Tivo. (when the tech came I also got him to fit an attentautor on the shub although it was performing prefectly [in modem mode])

What are your power levels on the broadband side?

Tivo is very sensitive to power levels but I have never heard of a change being made just to the broadband side affecting it.

Re: Can someone explain ?
 

Let me try and explain it.

Originally, the TiVo picture was breaking up and it wouldn't record, and it was changing the channels itself, and we wasn't getting some channels.

Engineer called and said the power strength in the outside box needed increasing, after 24 hours, it went again and a second engineer said that we were too far away from the box (this box has served us since we have been with cable and no problems), he then said we needed a more powerful cable, as the original one was installed by Telewest.

A further Engineer called and said it was the BB that was causing the problem and increased the power to the BB computer.

A further one called that was rude and arrogant, and said that we needed a booster and installed a new modem, and again increased the power to the computer, still did not do anything to the box.

The problem still there, so another engineer called, a so called manager/technician, what he done was complicated to explain.

He fitted the computer modem box to an extension lead via the BB and then a cable to the Tivo box, so to get channels on the TiVo we have to switch on the computer.

Try working that one out, l spoke to VM engineers where l work in Ealing, West London, explained it to them and told me the simple answer was - changed the cable to the house as the original cable is not strong enough for the TiVo box. The tivo box is a powerful box and it needs a cable strong enough. The reason why they have put a booster on the box is that its cheaper than running brand new cable, l mentioned that we have a normal second box and this should not effect the TiVo box as to what the engineers have said.

He also stated that BB and Tv is run on seperate cables, when l told the engineers that called here, there comment was ' he doesn't know what he is talking about' he said fitting a booster box is cheaper than fitting new cable.

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He is helping.

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I have looked at mine & from my " box " fitted on out side wall I have three cables running one to V+ ( upstairs) one to Tivo rear of house . & one to telephone/BB . At the vary least BB & TiVo are not the same cable from that box. I guess its all one into it .

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The outside box on the wall contains two cables, one for the optical fibre network (broadband & TV) and one for the phone. The phone cable connects in that box two cable with 3 wires for the phone and doesnt get involved in the other one at all.

My TV/BB is similar to yours. The ground floor has a cable to a V+ and upstairs it goes to a box with a splitter . One cable goes to the Tivo and one to the shub.

Arthurs problem seems to be the opposite to mine of too little power. I wonder if they've put one of these powered devices (cant remmber the name) that increases the power.

He needs to persevere until he gets someone that understands the problem. what he says is starting to make some sense.

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I have never really taken alot of notice of what cables I have. The TV & phone were fitted first & they clearly have two different cables running around the outside of the house. (one high & one low) The V+ plus was was moved up stairs when TiVo came - new cable up to it , out side . BB also has cable ( put this way two cables in to the house around the same spot ) running to it . For the TiVo & the V+ before it I have a box ( no idea what it is ) but it has a 3 pin plug taking power ( thinking about it I am not too sure about that any more!) Will look when I get back home

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Mine was a jovial response to Athur's last paragraph.

:)

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Arthur: you do need to keep calling until the fix the problems.

However this bit is really confusing... Can you post a photo of how it is connected?

A few customers do have two cables from the cabinet to give extra signal. It is possible you are one of them.

Re: Can someone explain ?
 

I will define the details;

Cable is placed from the wall into a booster box by the computer, this is where we have to switch the computer on from, the cable is then connected to the TiVo box, what we don't get is why the engineer has put the power up going to the computer and NOT the TiVo box.

To get the Tv channels, we have to switch the computer on. And yes the engineers still haven't phoned back and that is now two days, and they wonder why customers get angry.

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Is the booster one of these?
[img]Download Failed (1)[/img]

If so, it has its own power supply (the black box shown on the right).

Has he plugged the computer and booster into the same trailing mains lead maybe? If so, leave the wall switch on and use the switch on the computer instead.

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I think that a change to Sky would be the best option. I think Virgin Media are best when it is working, their broadband is great. Unfortunately you have very little choice, if you want to remain sane. It must be upsetting for you dealing with rude obnoxious people.

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This seems a disaster to me. Glad I don't have a Tivo box

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Don't expect them to be any better at Sky, but I agree - it's getting to the stage where I'd be making an ultimatum. Time for Virgin to prove to you how much they want your business.

Re: Can someone explain ?
 

You want me to look around the internet and find people with problems with Sky or their bad CS?

You're not wrong. VM can be a pain, but I'm sure Sky aren't as perfect as you want to make out.



---------- Post added at 17:10 ---------- Previous post was at 17:08 ----------

I've had Tivo for some 18 months with NO problems whatsoever.

There is nothing to suggest that Arthur's problem is "the norm".

Just a bit of balance :)

Re: Can someone explain ?
 

Arthur

As I understand the situation you have a coax cable from Virgin which then goes into a signal booster box (this must be mains powered by its own plug and plugged into a mains socket). From this two coax cables MUST come out, one for the cable modem/superhub ( depending on what you have and one for the Tivo. There is no way you should need to have your computer on unless its feeding power to the booster(which doesnt make sense).

Is this correct or are you confusing the cable modem with the computer?

Re: Can someone explain ?
 

Hi Spiderplant, we have the black box that goes into the extension.

Re: Can someone explain ?
 

arcimedes, this is precisely what is happening.

The VM engineer stated that the computer needed the power for the channels, BUT my wife has already spoken to the engineers, and even they are confused.

We are still waiting for them to call back, now three days.

The main problem was the break up of pictures and the Tivo not recording properly, BUT so far NOT one engineer has done it, only saying it needed more power, thus putting in the black power plug.

I have given up, to be honest with you, according to the 'senior' engineer that l spoke with on the phone, the engineers that have called have been 'trainees'.

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I have to use one of those and it works wonders

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I hope you also flag up the inappropriate behaviour by staff to senior management, so that this can be dealt with. No reasons exist where it is ever acceptable for staff to be rude to customers.

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Hi Richard, We have reported these problems to management, but nothing happens.

The one guy that l reported was rude and arrogant, and all he was worried about was getting to his next job, and getting his bonus. And even l felt uneasy with him in the house with the way he was talking.

I have a belief that if you are paying for a service, then you should get that service - and it does not take a great deal of people to fix a fault.

I gave up Sky Tv for VM, and in all the time we were with them they were good and reliable and NO serious problems, and yet since we have been with VM there cs don't seem to care about the customer.

In my job, if we are rude or our actions bring a complaint, then our line managers crack down hard - but do it in a manner that you don't realise it.

Thats why l love the job and l deal with people each day.

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Then just make sure you leave the extension powered on when you turn the computer off.

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I agree with you, people should be thankful that they have a job, especially with the current economic climate.

If you weren't happy with the outcome of your complaint, or you experience any more difficulties, feel free to let me know by PM and i'll put you in touch with someone that can help ;)

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We're not in the Victorian age any more, having to doff our caps to our betters.

Employer/employee relations have moved on from subservience/gratitude to a contract that a fair day's work gets a fair day's pay - both sides have obligations and responsibilities.

ymmv

Re: Can someone explain ?
 

What has that got to do with it? :confused: People should appreciate that they have a job. I know I would. And I wouldn't be threatening to strike every other month either. But that's a whole other thread :)

Re: Can someone explain ?
 

Arthur all you have to do is email the Directors office if you get no where with your complaint.

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There's a HUGE difference between "appreciating" having a job, and "being thankful".

I have 133 people in my department, and I don't expect them to be thankful I employ them, I just expect a fair day's effort for a reasonable reward - I hope they enjoy and appreciate their work, but I don't expect gratitude or them to be thankful.

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Well I didn't meant thankful to their employer, I meant in general. I wouldn't want to speak for Richard on how he meant it :)

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It's got a lot to do with politics and supply and demand too. The current Conservative led Government are weakening employees rights and, rightly or wrongly, in the current economic climate, employees need their employer a lot more than they need them.

How else do you think that the Government are able to freeze pay, reduce pension provision and make redundancies?

Yes, that's an option too, can you supply it please Sirius.

Would you tolerate the attitude that Arthur was exposed to, including rudeness and being made to feel uncomfortable in his own home?

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I appreciate the fact that I have a job, I'm not sure I'm grateful to my employer for providing me with it though - I think they had a gap to fill and should be just as appreciative of the fact that I did what I could to stand out ahead of the other candidates. Very much works both ways. However, the general point that Arthur shouldn't have to put up with rudeness is exactly right. Maybe Richard chose the wrong words, maybe somebody shouldn't think themselves lucky to have a job, but, if they are being rude to customers then they are just that - lucky to have a job!

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So have I :D

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Agree with you - politeness costs nothing, being rude can be costly (however, customers do not have carte blanche to be abusive).

Re: Can someone explain ?
 

It is obviously much more preferable if customers aren't abusive, although if they are, a professional member of staff should be able to deal with it correctly.

Sometimes customers have a right to be angry and their patience may be exhausted, they may be mentally ill, have a mental disability like Autism or Tourettes Syndrome or not be as articulate as you and I and, consequently, find it difficult to express themselves effectively.

I tell all my staff that it is easy to be polite and friendly to someone who is being polite and friendly towards yourself, but not so easy when that person is, for example, being abusive. Situations like this divide the professionals from the rest.

In no circumstances should staff ever engage in 'tit for tat exchanges' and there should definitely be no use of obscenities by the employee.

If handled in a mature and professional manner, such situations can easily be diffused, and on most occasions you will find that the customer readily apologises off their own back.

If done incorrectly, the situation can easily escalate, possibly to violence and the loss of a customer.

This is why I believe that training in this area is essential for all staff.

One of my staff was disciplined after HE got hit by a customer. Why? Because he did not handle the situation correctly, as he had been trained to do, which led to the escalation to violence.

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Can't give you another +rep, Richard, but absolutely spot on there :)

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@richardcoulter.

You quite obviously do not have any staff. Never. You say a member of your staff was disciplined after being the victim of an assault , so you see times when violence is ok? I wish I was employed in your fantasy company as if that happened to me I would of sued you to bankruptcy.

When some in the work place becomes a victim of violence then the employer has failed them. Anyone who agrees with you is an idiot.

When some at work is at risk of being disciplined by an employer when they're attacked society as a whole had failed.

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Hang on. You would have sued your employer for something a customer did? :confused:

More proof, if it were needed, that "compensation culture" has helped ruin this country :rolleyes:

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If I was assaulted by a customer and then disciplined by my employer for causing it I can assure you I'd be resigning, suing for constructive dismissal and winning my claim. Nobody ever ever deserves to be the victim of physical violence. Ever.

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I can see your point but, like Richard said, you have to try and rise above it, as they say. Being disciplined for it is probably a little OTT :)

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Actually, most Customer Service training states that if a customer is being abusive, and refuses to desist, you should

a) if on the phone, tell them if they don't stop, you are going to hang up as it is not possible to help them whilst they are being abusive, and record on their customer record they were being abusive
b) if in person, call for a colleague to witness what is happening, try to defuse the situation, and if that doesn't produce an appropriate result, stop the discussion and suggest to the customer that it needs to restart after the situation has cooled down (no blame should be attached to either party whilst suggesting a cool down period) - if the abuse doesn't stop, call security to ask the customer to leave.

No customer, not matter how upset they are, has the right to be continually abusive and/or violent to a member of staff - employers have a duty of care to their staff to help prevent this.

At least, that was the training given when I worked for one of the biggest Customer Service outsourcers in the UK, and it was the same when I worked for a Financial Services company which had 7 UK call centres and 500 local offices......

How many staff do you actually employ, Richard?

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Exactly what I said. Rise above it. Don't sink to their level, etc. Quite right too.

Indeed. But if something did happen, I wouldn't sue my employers unless their negligence was proven.

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Erm, that's not what he said....

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Whatever. Way OT. Done now.

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Put it this way if i had a serious gripe about something, and the person who had caused it was was being condescending and winding me up with arrogance or whatever they might get a smack, some guy mentally insults you, thinks he's better than you, laughs at you, i don't see how that isn't deserving of retribution, i don't need stress in my life, i need people to do their jobs correctly, if they don't and cause me a whole load of grief, where is the difference in them getting some pain???? Physical scars usually heal easier than mental scars.

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You are quite correct, I personally don't have any staff (apart from my domestic cleaner etc), it is my limited company that employs them ;)

I never said that I felt that there were times when I viewed violence as ok, nor did I say that the customer who hit the member of staff was not dealt with appropriately.

However, the blame for the violence he suffered was apportioned to the victim himself for not adhering to the training that he had received.

He did cause it because of the poor way he handled the situation and for not following the training given to him.

The member of staff was given the choice of demotion from head doorman and the loss of a weeks holiday as an alternative to dismissal. He accepted and signed to say that this was agreeable to himself.

No-one has suggested that the employee deserved it, but, due to not handling the situation correctly, he appeared to be a substantial cause of the violence.

That sounds like a reasonable procedure and, yes, employers have a duty of care towards their employees, hence the need for training. If this training is not followed, especially where it leads to violence, it is my view that this is a disciplinary offence.

Indeed and this was the opinion formed by the perpetrator of the violence in this case ;)

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My personnel view of VM and its staff is very poor, Since my complaint NOT one person from VM has called.

We were given a number to call, and no one has replied.

We received an email from Head Office, but all we got was a discount of ten measly quid, My personnel belief is that the staff don't give a damn about the customer, the engineers that we have had have been poor and all they have worried about is getting there bonus and how many jobs they have for the day.

The management don't give a toss as long as they get there payment each month, the invoices that arrive are sometimes wrong.

The staff need constant training in PR with customers, some of the engineers that have called, especially one who came from up North, l would have punched him on the nose for being so rude and arrogant, all he was concerned about was getting to the next job.

On the Tivo box scenario, NOT one person has called to see if the box is ok, IF l had my way l would switch over the Sky.

VM could be a good company, but its not, The only decent thing of it is the phone.

Over the years, l have had so much training that the main ingredient was PR with customers, as this leads top more work, training in what you are doing etc.

I spoke with a engineer who was laying cables, and he said that VM do not use fully trained staff and some of the engineers haven't a clue.

I might be annoyed, but do you blame me for the poor service that l have had.

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Heavens - if this is what you are like with years of training whose main ingredient was PR......:D

Joking aside, if it isn't working, keep complaining until it gets fixed.

Re: Can someone explain ?
 

Arthur, has Sirius given you the email of the CEO yet, in case you want to complain? (I can't see anything in this thread, maybe he's sent it by PM :confused:)

If he hasn't supplied it, perhaps someone else would be kind enough to supply it for Arthur and others?

Re: Can someone explain ?
 

neil.berkett@virginmedia.co.uk

---------- Post added at 13:07 ---------- Previous post was at 13:05 ----------

It's public knowledge, and has been issued on this and other forums many times - it goes to his office, not to him personally.