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parpenbhwarg · 19-02-2007, 16:17

After upgrading my account a couple of weeks ago upgraded to Virgin's standard VIP, the installation was booked for last Thursday (very small wait time!)

The total installation time was around 2 hours and the engineer was an absolute gem. He pulled out all the stops to ensure I was fully satisfied with the installation, conducted himself exceptionally and didn't cut any corners despite overrunning his allocated (and presumably all he was paid for) 1 hour 42 minutes.

Obviously he was going to be late for the next job and had the decency to ring the customer, inform them and provide a revised estimated arrival time. Fantastic customer service.

Moving on to the actual box and my problems. Ever since the V+ box was installed, I have never received any more than a very small selection of channels.

When the box is booted, a message states something about not being authorised and have been told that this is due to the smartcard and box not paired up. This STILL has not been resolved and apparently has worked its way to third line or third level, is that bad or good?

The online light is also flashing constantly but after reading through the other threads I guess this will be fixed once the card/box are paired.

My Samsung box on Thursday was operating with all of the XL channels which I was receiving before but no Sky Movies or Sports. I called customer services and they did get all the channels working, but since Saturday the box now only has the same number of channels as the V+ box and tells me the same message - You are not authorised to use blah blah blah.

How long does it take a smartcard and box to be paired up and how long will it take for this third level/line support to call me? I am worried that they will try and contact me whilst I am not at home and won't be able to get the problem sorted!

19-02-2007, 16:17	#1
parpenbhwarg Inactive Join Date: Feb 2007 Location: Rushden, Northamptonshire Age: 39 Posts: 17	My V+ installation and problems After upgrading my account a couple of weeks ago upgraded to Virgin's standard VIP, the installation was booked for last Thursday (very small wait time!) The total installation time was around 2 hours and the engineer was an absolute gem. He pulled out all the stops to ensure I was fully satisfied with the installation, conducted himself exceptionally and didn't cut any corners despite overrunning his allocated (and presumably all he was paid for) 1 hour 42 minutes. Obviously he was going to be late for the next job and had the decency to ring the customer, inform them and provide a revised estimated arrival time. Fantastic customer service. Moving on to the actual box and my problems. Ever since the V+ box was installed, I have never received any more than a very small selection of channels. When the box is booted, a message states something about not being authorised and have been told that this is due to the smartcard and box not paired up. This STILL has not been resolved and apparently has worked its way to third line or third level, is that bad or good? The online light is also flashing constantly but after reading through the other threads I guess this will be fixed once the card/box are paired. My Samsung box on Thursday was operating with all of the XL channels which I was receiving before but no Sky Movies or Sports. I called customer services and they did get all the channels working, but since Saturday the box now only has the same number of channels as the V+ box and tells me the same message - You are not authorised to use blah blah blah. How long does it take a smartcard and box to be paired up and how long will it take for this third level/line support to call me? I am worried that they will try and contact me whilst I am not at home and won't be able to get the problem sorted!