TiVo : Keeping V+Box with Tivo - Please Help

[andyb5]

Can anyone help. I recently ordered a TIVO box and today it was installed.

Prior to today I have had phone calls from Virginmedia offering to let me keep my V+Box for free. I accepted the offer and the Engineer turned up and did the install and relocated the V+Box to the bedroom. All great so far!

However we lost all the v+ functions and all my channels, I have rung customer services to be told that no one in Virgin Media would give away a free box and that i would have to pay a multi-room charge.

Can anyone explain what is going on

[Casbah-Joe]

Thats a bit worrying. I currently have a V+ HD box downstairs and a separate HD box upstairs . I have just ordered TIVO to replace the V+ box which in turn will replace the HD in the bedroom. This should leave me with a TIVO downstairs and a V+ HD box upstairs at no extra cost a month as Im already on the VIP50 - Just the one off installation of £149.95. Hopefully Ill still be able to watch both boxes !!!

[weesteev]

Sounds like the order hasn't been keyed on properly? The offer is certainly valid.

[andyb5]

What do I need to say to customer services to get them to understand this offer. The ones I have spoken to deny any such offer exists. I feel like I am banging my head against a brick wall.

[DaBoz]

Originally Posted by andyb5

What do I need to say to customer services to get them to understand this offer. The ones I have spoken to deny any such offer exists. I feel like I am banging my head against a brick wall.

VM CS reps should log all calls on your account, so there ought to be a record of the offer.

Failing that, whenever a VM employee accesses your account (which they would have to have done to confirm your address, name, account/tel no and account password) then an access time is logged on the system. Ask them to check for access time that matches and ask if there's no log entry for that time.

If you can prove you received a phonecall from them (smartphone?) at the same time as that account access with no corresponding log, then maybe someone may take notice?

Boz

[andyb5]

Its weird the engineer had a works order to move the v+box but Customer Services are saying he should have taken it away with him and not re-located to another room.

Does anyone know who is best to ring who knows about Tivo and the offers that are related to the Tivo box.

[paultrademark]

I had my Tivo installed this morning, I mentioned to the engineer that I had the V Box upstairs and I wanted the V+ that my Tivo was replacing to be moved upstairs so he could take away the V Box.
His jobsheet and PDA both just had down a straight install, despite me requesting the move at time of ordering Tivo and also confirmed this when I called yesterday.
Guy done it no bother though, took him 2 mins to do.

[andyb5]

Yeah my engineer was great did a good job but the V+box has no channels other than the basic freeview ones and no recording functions.

[Tali]

Had mine installed Monday. I expected to lose the V+ box and keep my old Pace box that I've got up stairs. I was more than happy with this because I didn't want the bright green LEDs and the humming hard drive in my bedroom.

When the engineer come, he fitted the Tivo and took the V+ to the van. When he came back, he asked if I'd got another box, I said that I had, but I wanted to keep the one I'd got. Ok he said. 10 mins later he said that he would leave me with the V+ box in case there were any problems. So, I ended up with 3 boxes.

About an hour after he left, I checked the box up stairs and it had been de-activated! Thankfully, because he'd left the V+ box, it was simple enough to swap them over my self.

It's just odd how I wanted to keep my old box and send back the V+, and others are having difficulty keeping the V+ and sending back their old box!

[Vasco]

I had my V+ box moved upstairs and the old standard box taken away. No problems,but the engineer did say the back office sometimes de-activates the V+ by mistake.

Yes the constant humming and the LEDs stops me sleeping. My solution is to only turn it on when I'm watching something, as the TIVO is now my recording device.

[Begize]

Originally Posted by Vasco

I had my V+ box moved upstairs and the old standard box taken away. No problems,but the engineer did say the back office sometimes de-activates the V+ by mistake.

Yes the constant humming and the LEDs stops me sleeping. My solution is to only turn it on when I'm watching something, as the TIVO is now my recording device.

Actually that's a very good point. I've had the free multiroom offer when the Tivo install is done next week and I was planning on getting it put in the bedroom but forgot about it's fan and twice hourly hard drive "check".

I wonder if I could be cheeky and ask them to take it away and replace with a normal V HD box?

[ericboyle45]

Had the same problem when the V+ box was moved upstairs. On the first evening it was fine AND still had all the HD channels. Next morning nothing, no picture, no sound. Had to go out then. Intended to ring Virgin later. When I got home, checked the box again, everything was now working as it should. It now had all the same channels as the VHD box it replaced. May be worth waiting a bit to see if they sort it out.

[andyb5]

I finally have sorted my problem. It appears that the sales team didn't note the offer on my account.

If anyone else has this issue it would appear there is a dedicated customer services team for Tivo issues.

Once I got through to them they were aware of the free multi-room offer and updated my account.

The normal customer services (150) refused to even acknowledge the offer existed.

Hope this helps someone with a similar issue. My thanks to the Tivo team (Glasgow) for some great customer service.

[billc]

Hi
XL Sky Sports + Sky Films + HD

Have to speak as I find, after highlighting my interest in TIVO last November"ish" and failing on the competition, no joy with 12 month free box, I got the first email a few weeks ago.
Next I got the confirmation email of delivery on my second choice date.

Got a phone call last night to discuss the installation on the 27th April but had to reschedule for unexpected personal reasons.
The great, English accent speaking bloke not only offered me a saturday am slot but said I can keep my V+ and it will be routed upstairs to my sons bedroom with no extra hidden installation cost and the monthly £6.50 I shouild normally have to pay for a second box is waived for ever.

I just need to sort out the HD / Sky Films / Sports package being transferred to TIVO and Sky films being kept on the old V+.

Virgin might not get everything right but they are certainly moving in the right direction with customer care AFAIAC

Negative bit, please more HD + Catch up choice .

Just had my TiVo installed, V+ moved to another room where the V box was (V box taken away), everything working (recording facilities etc) - I don't have Sports/Films HD channels on my package.