Cable Forum - View Single Post - Virgin cancel engineer visit because of unrelated area fault

JohnM · 28-12-2009, 15:02

So, I've had a fault with my Virgin TV for quite a while (months), but because I'm away from home a lot, and we have Sky as well, it's taken me a while to get around to arranging a fix. Basically the box sits on "TUNE" for a very long time when rebooted, and when it does eventually wake up, you are unable to use anything like On Demand - problem with the return path I believe; error 1021.

Anyway, called VM the other day to arrange an engineer, which was happily done. 29th between 12 and 4. This afternoon I received a text while I was out saying that they had fixed my fault. Unsurprisingly, the fault remains.

Called faults, went through the automated check/amend a service engineer visit menu, which told me my fault in the "G1" area had been fixed (I live in G78). Eventually got through to a person, who said the engineer visit had been cancelled, and put me through to TV Faults again.

Now, this is the bit that's annoyed me; TV Faults first of all tried to claim it is part of an area fault (it clearly isn't), which is why the engineer visit has been cancelled. I persisted with this, telling them that the fault has existed for months, and it is clearly not part of the same fault. They then said they were basically unable to help me, as any request for an engineer that they put on the system would be automatically cancelled under the assumption that it is part of the area fault. They also said that the fault HADN'T been fixed, and to call back after 8pm.

Absolutely terrific service.

28-12-2009, 15:02	#1
JohnM Inactive Join Date: Nov 2003 Posts: 91	Virgin cancel engineer visit because of unrelated area fault So, I've had a fault with my Virgin TV for quite a while (months), but because I'm away from home a lot, and we have Sky as well, it's taken me a while to get around to arranging a fix. Basically the box sits on "TUNE" for a very long time when rebooted, and when it does eventually wake up, you are unable to use anything like On Demand - problem with the return path I believe; error 1021. Anyway, called VM the other day to arrange an engineer, which was happily done. 29th between 12 and 4. This afternoon I received a text while I was out saying that they had fixed my fault. Unsurprisingly, the fault remains. Called faults, went through the automated check/amend a service engineer visit menu, which told me my fault in the "G1" area had been fixed (I live in G78). Eventually got through to a person, who said the engineer visit had been cancelled, and put me through to TV Faults again. Now, this is the bit that's annoyed me; TV Faults first of all tried to claim it is part of an area fault (it clearly isn't), which is why the engineer visit has been cancelled. I persisted with this, telling them that the fault has existed for months, and it is clearly not part of the same fault. They then said they were basically unable to help me, as any request for an engineer that they put on the system would be automatically cancelled under the assumption that it is part of the area fault. They also said that the fault HADN'T been fixed, and to call back after 8pm. Absolutely terrific service.