Dead tivo! Error code C130
 

Which means no network connectivity so no apps, on demand etc

Engineer called today while I was at work, Mrs pengedragon dealt with him but the upshot is the box has been replaced

It was 75% full so I've unexpectedly lost a lot of stuff I wanted to keep and quite a bit I haven't watched yet

To compensate me for my loss I'd like them to come back out and replace the new 500gb with a new 1tb model

Before I call them anyone know what they would normally charge for doing this so I know what to expect? Also are there any known issues between the 2 models in terms of efficiency I should be aware of?

Many thanks for any advice received

Re: Dead tivo! Error code C130
 

I don't see why they would do this. Its a like for like replacement.

They can't help if you have stuff recorded that you haven't watched and there for lost.

Re: Dead tivo! Error code C130
 

I can't answer your question, but I do agree with you that you deserve some form of compensation for the loss and inconvenience caused. Ongoing goodwill is an essential part of customer retention and is cost effective in the long run.

Re: Dead tivo! Error code C130
 

My TIVo hard drive died and it was replaced like for like, they will compensate for loss of service but not for lost of recordings surely!

Re: Dead tivo! Error code C130
 

I can answer this bit. There is no difference.

Re: Dead tivo! Error code C130
 

You pay for a service which includes the ability to time shift your viewing. Virgin's faulty equipment has prevented him from doing this. It's quite simple, and the case is clear. As long as the op states it calmly and politely then he has every right to expect some form of compensation.

Re: Dead tivo! Error code C130
 

If VM refuse, for whatever reason, the OP has a choice of other providers. If retentions are contacted and reminded of this, i'm sure they will be accommodating.

Re: Dead tivo! Error code C130
 

Totally disagree.
The service was broken - and repaired. it would be like me trying to get compensation from Western Digital because the hard drive on my PC broke losing all my stuff.

Agree we pay top dollar for the service, but short of replacing the equipment, I really cant see what more they can do.

(Or is it that maybe I am too gentle with my approach to life?)

Re: Dead tivo! Error code C130
 

Others seem to have error code C133 at the moment.
Service status for Northampton and maybe further afield.
My broadband seems ok, but the Tivo has those problems.

Re: Dead tivo! Error code C130
 

Sooner the better for cloud stored recordings.

Re: Dead tivo! Error code C130
 

Had the fault for about a week, broadband was not affected

Thanks for some interesting replies so far, I'll give them a call tonight expressing my disappointment

Re: Dead tivo! Error code C130
 

Better to be able to move your TIVO recordings by Ethernet to NAS or PC. Cloud is not a panacea.;)

Re: Dead tivo! Error code C130
 

I had C130 a couple of days ago

Reported fault and they just rebooted the box and it cleared up

Is this the sign of something more serious?

Re: Dead tivo! Error code C130
 

I was ok until I did a reboot as the Tivo was acting up. Then is when I got error C133. Could it be only affecting Tivo starting up, ie new installs and reboots?

Re: Dead tivo! Error code C130
 

You owning a hard drive for a one off payment to be used by you in whichever way you see fit is obviously very different from being provided with a TiVo which you don't own to be used for a specific purpose for which you pay a monthly subscription.

Re: Dead tivo! Error code C130
 

Maybe a few quid off your bill but I highly doubt they would upgrade you to a 1tb for free.

Loss of recording is not their fault.

Re: Dead tivo! Error code C130
 

Nothing to worry about. C130 only means it can't contact the server. There are lots of possible causes. If a reboot fixed it that should be the end of it.

Yes, you're right. It's an outage, but not the one you quoted above, which only affects one Northampton CMTS. Both are being worked on.

Re: Dead tivo! Error code C130
 

Success!

After a 38 minute phone call to faults then cs then finally retentions our new 500gb tivo is being replaced on Saturday by a new 1tb tivo

The £49.95 installation and £20 delivery charges have been waived and £4.94 has come off the bill for the loss of service of the last few days

I now feel suitably compensated for our loss :)

Re: Dead tivo! Error code C130
 

Blimey, I'm impressed! I couldn't see Sky doing that for their customers, could you?:D

Re: Dead tivo! Error code C130
 

Funnily enough I mentioned all the sky flyers coming through the door when I was speaking to retentions :D

Re: Dead tivo! Error code C130
 

Glad you got it sorted :)

VM will now have the benefit of your monthly fee until further notice, you may also share your positive experience with family, friends etc.

Had they taken the "it's not our fault, it's your problem, so tough- what do you expect us to do about it?" stance you may have cancelled (which costs VM in terms of ongoing lost revenue for up to four products) and the high costs of acquiring a new customer just to negate your churn, never mind expand their customer base.

It simply makes sense to keep customers happy.

---------- Post added 15-01-2015 at 00:02 ---------- Previous post was 14-01-2015 at 23:56 ----------

Well, you were wrong. If one sets off with low expectations, that's exactly what one will receive.

As far as i'm concerned, any customer that is willing to accept low or no compensation for problems that arise is to be welcomed with open arms.

The company makes more money and it helps to keep prices down for the rest of us on top of any compensation/discounts that we may get.

Re: Dead tivo! Error code C130
 

A whole bunch of content provider big-wigs have just started rolling around on the floor laughing their heads off after one of then said, "Yeah, like that's gonna happen!"

Re: Dead tivo! Error code C130
 

Oh by the way, the retentions lady told me they were trying to push customers to upgrade from 500gb to 1tb at the moment. Might be worth a phone call if that's something that would interest you

Re: Dead tivo! Error code C130
 

Well done, I thought it was there if you approached it properly.

I'm struggling to understand why you need to be compensated. Yea sure a pro rata rebate for loss of service but to want a free upgrade to the bigger box, I really don't understand. It's like me saying I have a 15 minute SD recording of a test card, my box went toes up and because I didn't get to watch it, give me a bigger box or else!

Or, I pay for my phone with inclusive data and minutes, I don't use all of my data or minutes so O2 should upgrade my data and minutes, refund me for what I don't use and give me a better phone gratis.

Don't get me wrong, kudos for pulling it off, but why?

Re: Dead tivo! Error code C130
 

Why not? I didn't go in demanding anything

Their box failed, I thought I'd call up to express my disappointment and talk, politely and calmly, about what my options were going forward and that was the outcome.

Presumably they value the money I've given them every month for the last 10 years and would like me to stick around

---------- Post added at 12:31 ---------- Previous post was at 12:30 ----------

Cheers

Re: Dead tivo! Error code C130
 

I agree, there was no legal or contractual obligation to compensate in this way.

However, my experience has always been that Virgin Media are very reasonable and tend towards pleasing their customers. The recent post about the person whose spouse died and didn't have the money to keep paying the higher level package they were contracted to pay is an example of this.

It is posts like that and my consistent experience of VM when I have a problem or other reason to call that makes me doubt those who are quick to slag them off for some perceived failure. I am pleased to be a VM customer, frankly, and would need some considerable persuasion to take my business elsewhere.

Re: Dead tivo! Error code C130
 

What a strange question.

Worst case is they say no. Best case is you get your stb upgraded , save yourself the £60 it would normally cost and get a few quid off your bill into the bargain. All for the sake of a few minutes on a free phone call.

Surely the question really is why not?

Re: Dead tivo! Error code C130
 

I have no problem with the OP being compensated at all, but surely people are aware that any PVR can fail and losing recordings is a consequence of that; a consequence that should be accepted when taking a service from any pay TV provider that involves a PVR.

Personally I think VM were under no obligation to compensate the OP; the fact that they did shows that they value him as a customer, and I guess VM hope that their actions will generate some loyalty.

I do think that the compensation culture that we now live in is getting a little bit out of hand.

Re: Dead tivo! Error code C130
 

I will never fail to be astonished at what people who pay for a service are prepared to put up with. It's this idea of you being under contract to Virgin. Do people not understand that YOU have contracted THEM to provide YOU with services? Not the other way around. Virgin don't contract you to give them money each month, you employ them to provide you with a service, and if they do so sufficiently well then you pay them for it. Of course it's in their interest to keep their customers happy - they want to keep working for them. And frankly, in this instance they certainly were obliged to at least refund the day's that his service wasn't working, which they've done to the tune of about a fiver

The "compensation culture" that you're presumably referring to is something very very different.

People put up with an awful lot of crap in this country from service providers and think they have no choice but to do so. Slowly I think people are beginning to realise this.

---------- Post added at 20:18 ---------- Previous post was at 20:16 ----------

When did we hand over the power in a relationship between employer and employee to the employee? Virgin are the employee in this relationship. To an extent they do what you say, not the other way around. They obviously realise this, which is why Pengedragon is pleased with his settlement, and the price rises thread elsewhere in the forum contains plenty of good news from those of us who weren't prepared to accept the rises.

Re: Dead tivo! Error code C130
 

And I will never fail to be astonished by people who don't understand that, through no fault of the supplier, equipment sometimes fails.

Re: Dead tivo! Error code C130
 

Everyone understands that it fails. Doesn't mean you should be paying for the time when it's not working - it might not be the fault of the supplier, but it definitely isn't the fault of the customer.

Re: Dead tivo! Error code C130
 

Are you suggesting that VM should compensate every customer who has to have a faulty box swapped out, for loss of recordings and the days when they can't record new programmes?

Re: Dead tivo! Error code C130
 

Yes, although I think we're getting hung up on this word "compensate", and it's misleading.

I am suggesting that people shouldn't be have to pay full monthly subscriptions for services that they haven't received for a full month.

If I employed a gardener to tend to my garden every day, and one day he couldn't come because his lawn mower wasn't working then I wouldn't be paying him for that day, regardless of whether or not I accept that sometimes equipment goes wrong. If I'd paid him in advance then I'd be expecting a refund.

Why should Virgin be any different? Thankfully, the evidence is that they don't believe they are.

Re: Dead tivo! Error code C130
 

It is only right that VM compensate customers for the time that they were unable to use their STB. That I think we should all agree.

However, giving a free upgrade is much more than this and VM didn't have to do it. The fact that they did shows that this is a company worth doing business with to provide your services: they are customer friendly.

To those who say VM have only done what should have been expected, I'd like someone to try out that theory on Sky!

Re: Dead tivo! Error code C130
 

Are all 1tbs Samsung? The 500gb was a Cisco

Re: Dead tivo! Error code C130
 

Both manufacturers make both sizes.

Re: Dead tivo! Error code C130
 

Thanks

Re: Dead tivo! Error code C130
 

It's a mutual contract really. The customer agrees to pay X amount per month in return for X service/s.

If you don't fulfill your side of the contract by paying the money for the service/s, VM will take action against you. If VM don't provide the services as agreed, it's open for the customer to take action. The whole point of a contract is to set out what is expected from each party and outline the consequences of non fulfillment. In this particular case, the customer obviously has the upper hand.

Unless it's in the contract, it's irrelevant as to the cause of non fulfillment. It's no use VM saying "well things go wrong sometimes", just as VM doesn't have to be interested in the reasons for a customer not paying their bill on time. In practice, as the customer has the upper hand, VM are likely to come to some arrangement to keep your custom and reduce churn.

Only those that ask. It's sound business sense to keep customers happy, a small outlay is worth it to keep people paying X amount per month to VM as opposed to a competitor.

Re: Dead tivo! Error code C130
 

No Mutley you are right there is no issue of compensation hereimo.

Re: Dead tivo! Error code C130
 

Try convincing the 'Compensation Culture' brigade on that one!

Re: Dead tivo! Error code C130
 

The compensation paid to take account of the days when you didn't get the service is all VM are obliged to pay.

Upgrading your equipment for you certainly shouldn't be an expectation!

Re: Dead tivo! Error code C130
 

Read the op. It wasn't.

Re: Dead tivo! Error code C130
 

I know that, Andy. I was replying to Richard, who seems to think that it is.