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 ;)

Re: Can someone explain ?
 

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.

Re: Can someone explain ?
 

He is helping.

Re: Can someone explain ?
 

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 .

Re: Can someone explain ?
 

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.

Re: Can someone explain ?
 

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

Re: Can someone explain ?
 

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

:)

Re: Can someone explain ?
 

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.

Re: Can someone explain ?
 

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.

Re: Can someone explain ?
 

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.

Re: Can someone explain ?
 

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