Lost all my channels on V+

hansi · 20-07-2007, 20:48

Was watching BBC HD channel this morning. Had to go out so put it in standby. When I came back 15 minutes later, big banner saying I was not subscribed to this channel. All my channels except the usual free to air ones greyed out. No recording available "You are not subscribed etc" Rang 151 and told them. they asked me to give them the card number on the Technical page. reply, "Sorry we haven't got that number" When I said the box (4th one) was installed 3 weeks ago, she said that the system told her the box was installed in April. When I said well "why has it been working ok for the last three weeks" she said I dunno, and ordered a techie for me on Tuesday. The card info says "not paired" but it has been ok until now. How can it suddenly go like and is there anything I can do or do I have to wait forthe techie?

Mick Fisher · 21-07-2007, 15:00

A "card not paired" issue is a CS fix, an engineer visit is not required. Keep phoning until you find an agent that has a clue.
I suppose you have tried rebooting??

hansi · 21-07-2007, 16:45

I have tried re-bootig. Doesn't help. The CS person I spke to said that the card I had did not correspond to the one showing on the system. Are you saying that they can solve this problem over the phone? Then why did she book an engineer?

busboy125 · 21-07-2007, 17:55

Quote:

Originally Posted by hansi

I have tried re-bootig. Doesn't help. The CS person I spke to said that the card I had did not correspond to the one showing on the system. Are you saying that they can solve this problem over the phone? Then why did she book an engineer?

Mick Fisher is correct. Keep ringing CS until you find one that can pair it. CS can do it. There is no need for an engineer

hansi · 21-07-2007, 18:48

Well, I have just come off the phone after hanging on for an hour and speaking to a CS guy in India,and to be fair, he did pull out all the stops, and he got my channels showing again, but it still said "Card not paired" Little did I know that although I could see the channels on the Guide, I could not access them Just got a blank screen. So I had to ring back again, and this time a lot quicker. Again the guy in India tried his best but he said he would have to escalate it to "second level" whatever that means which could take 48 hours. I'm not holding my breath!! And I asked the first guy to cancel the engineer! and now the slot's gone. Are there any CS guys on this forum that could help me if I pm them my details. Please?????????????? I can get On Demand but blnk screens on all the channels other than the Free to Air ones.

Mick Fisher · 21-07-2007, 23:42

It was my understanding that India, for reasons we can only surmise about

, can not or are not allowed to perform this task and it must be carried out by CS.
Get your card number and your box number (sticker on the bottom) and get the agent to check them against some database they use.
Also try searching this forum for tips, this has come up time and time again. If you have another V box it may be that they have sent the V+ hit to that instead.

Geez no wonder this company has gone to the dogs, it seems a high proportion of there own employees have not the slightest clue how to do there jobs but all have a masters degree in delivering The Fob Of The Day. Methinks thats likely to be all a VM training course consists of these days.

hansi · 22-07-2007, 07:35

But if you ring CS and you are automatically put through to India, how can you get switched to someone in CS who can solve the problem.

---------- Post added at 08:35 ---------- Previous post was at 07:49 ----------

I have just checked my STB box and card numbers against the info on the Technical Page and I noticed that on the back of the STB the last letter on the box number is "E" but on the screen, the last letter is "F". Could this be causing the problem and could CS put this right ( providing I get the right person

busboy125 · 22-07-2007, 10:11

Quote:

Originally Posted by hansi

But if you ring CS and you are automatically put through to India, how can you get switched to someone in CS who can solve the problem.

---------- Post added at 08:35 ---------- Previous post was at 07:49 ----------

I have just checked my STB box and card numbers against the info on the Technical Page and I noticed that on the back of the STB the last letter on the box number is "E" but on the screen, the last letter is "F". Could this be causing the problem and could CS put this right ( providing I get the right person

I think it is a case of ring and hope. Let India know that you are not leaving untilsomeone sorts it. Hopefully they will transfer you. The wrong numbers would cause a problem

hansi · 22-07-2007, 15:20

Yes you're right. I rang again (India) and told them. Their response. "Thank you for this information, I will pass it on and you will hear in 3 to 4 days time!! No amount of pleading and eventually shouting would make any difference. It seems that Swansea don't work at weekends. I'll ring them tomorrow.

busboy125 · 22-07-2007, 17:36

Quote:

Originally Posted by hansi

Yes you're right. I rang again (India) and told them. Their response. "Thank you for this information, I will pass it on and you will hear in 3 to 4 days time!! No amount of pleading and eventually shouting would make any difference. It seems that Swansea don't work at weekends. I'll ring them tomorrow.

I really hope it all works out for you

Mick Fisher · 22-07-2007, 19:54

Quote:

Originally Posted by busboy125

I really hope it all works out for you

Yeah! Me too.

hansi · 23-07-2007, 06:20

Thanks guys!

Nedkelly · 23-07-2007, 06:33

A dummey box swap can sometimes cure this problem ask if this has been done

Good luck

valor · 23-07-2007, 06:37

IMHE this all boils down to who you get on the phone, and what side of bed that person got out of this morning....Listen to the persons attitude...If you dont like it try someone else.

hansi · 23-07-2007, 10:28

A very very nice young man by the name of Colin called me from Swansea at 9am today and had the problem solved in 10 minutes! Now why couldn't the CS at Swansea do this on Friday?