Quote:
Originally Posted by RS100
Well my V+HD has been off since the 13th march and still is not swiched back on they cancelled it by mistake and i still have no channels i have been ringing customer service and faults every day since the 13th and still nothing has been done to switch my viewing back on  they just keep takeing the viewing card number & box number off me every day and say it will be swiched back on it it has not 6 days now with no service , |
By the sounds of this they have done one fo the following
1) Deleted your details off the system to which they need to set them back up and pair it (This is something faults deal with since customer care are no longer taught this)
2) You have more than 1 box and need to change your subscription to the V+ box since the card is instructed which channels are allowed to go on what and if they sent the signal to the wrong card then you get nothing (Specially if its an old stb)
what ever the reason is, 95% of the time it shouldnt take no more than 30 mins to resolve not days.
The only time it takes days is if they cut off your phone in error, many people believe its a switch you just flick, unfortunatly as I have experianced on 2 occasions once you delete the phone services off the system (which was done some times to add a offer such as 3 for 30), you cannot put the phoneline back on without the system demanding you to send a tech out and its defenatly not a nice sensation to know you was the cause of that person loosing their services as you know they will call back and complain or shout at you even though it was done to give them an offer. (this is as the system before, back in 2004) would only let you book on an offer like the 3 for 30 if all 3 services where getting installed at once, where as later on they allowed existing customers who didnt have all 3 services take on the offer and therefore you could do by just temporarely disconnecting the TV and avoiding the whole no phone scenario and the tv would be down 10 minutes max
(Logically the computer is programmed to say well the person cannot have a phone line active (which would be billed) if a technician hasnt gone out to install it yet)
So people have to wait for ops to open the next day and assignments if after 8pm, before than you could be looking at 2hrs to get it all sorted.
But getting abck to your HD issue.
3) 99% of the time the system will send what is known as a HIT to the box upon making changes but on some occasions it fails to send it, therefore your box doesnt get the update signal to your card. (which is like a sim update on your mobile)
4) Finally on rare occasions where its NOT related to the above it could be the box, signal coming through to your property or card has become damaged (Specially if you have been pulling it out and wiping it with a rough material, as really you shouldnt need to take the card out at all) (Box faults happen often but based on what your describing yours like a pairing issue)
As for the time you have had no service.
As much as this isnt really the consolation you want as you would much preffer to have the service you would like to pay for they will refund you back from the initial time you reported the fault by dividing the cost of the TV SERVICES / 30 days * number of days at fault and maybe a £3-£5 goodwill guesture (£10 if your lucky)
Even though you may pay £40 a month for service you have to remember some of that is for phone and internet (if you have these services) which where perfectly working services and therefore they do not need to refunded (or credited)
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