lost all channels

bushwakka · 08-07-2010, 12:23

i am in the g75 area and have had no channels but bbc1,2,itv,ch4 since sunday, twice i have arranged for an engineer and twice virgin have cancelled,the first time i only found out after waiting in for them. one time they said box fault, once area fault, once smartcard fault, now today they say i must wait until the 14th july to see if the area fault is fixed!is anyone else going through this?oh yea, and now the sound has gone too!

Digital Fanatic · 08-07-2010, 12:50

Quote:

Originally Posted by bushwakka

i am in the g75 area and have had no channels but bbc1,2,itv,ch4 since sunday, twice i have arranged for an engineer and twice virgin have cancelled,the first time i only found out after waiting in for them. one time they said box fault, once area fault, once smartcard fault, now today they say i must wait until the 14th july to see if the area fault is fixed!is anyone else going through this?oh yea, and now the sound has gone too!

We have a couple of tickets open for that postcode.

I'm guessing yours in the ticket from 6th? ref 1305668. near or on Troon Avenue?

There is intermittant noise on the network causing a loss of service. Investigations continue.

to the forum

bushwakka · 08-07-2010, 12:55

yep,thats me!its not just the loss of service but also how i've been treated on the phone thats annoyed me, but thanks for answering me, i actually feel a bit better now!does it involve many houses?and do you think it may be resolved soon?

Digital Fanatic · 08-07-2010, 13:59

Quote:

Originally Posted by bushwakka

yep,thats me!its not just the loss of service but also how i've been treated on the phone thats annoyed me, but thanks for answering me, i actually feel a bit better now!does it involve many houses?and do you think it may be resolved soon?

Just quote the fault ref when you call and Support can check the ticket. 's affecting about 28 customers.

It's caused by noise on our network, techs are having to do work on it out of hours due to World Cup matches.

Sorry to hear you've had trouble on the 'phones with some staff... I'll check the ticket again tomorrow for you

bushwakka · 08-07-2010, 20:45

thanks, i would appreciate that, so thats 28 like me with loss of all subscribed channels and now sound as well?

frogstamper · 09-07-2010, 03:30

Don't forget you should be in line for compo if the fault runs over 72 hours bushwakka.
I'm sure Digital Fanatic can let you know more.

Digital Fanatic · 09-07-2010, 07:50

Quote:

Originally Posted by bushwakka

thanks, i would appreciate that, so thats 28 like me with loss of all subscribed channels and now sound as well?

28 potential customers, 5 with actual loss looking at the ticket. Work being carried out today to rectify the noise issue.

---------- Post added at 08:50 ---------- Previous post was at 08:48 ----------

Quote:

Originally Posted by frogstamper

Don't forget you should be in line for compo if the fault runs over 72 hours bushwakka.
I'm sure Digital Fanatic can let you know more.

Yeah, we credit back for loss of service over 24 hours, so long as call has been made to the contact centres and a valid ticket is raised.

bushwakka · 09-07-2010, 12:03

Quote:

Originally Posted by frogstamper

Don't forget you should be in line for compo if the fault runs over 72 hours bushwakka.
I'm sure Digital Fanatic can let you know more.

i would have thought credit was standard but i am hoping for a goodwill gesture for the length of time and inconvenience,can anyone enlighten me to what i should be expecting please?

Digital Fanatic · 09-07-2010, 12:33

Quote:

Originally Posted by bushwakka

i would have thought credit was standard but i am hoping for a goodwill gesture for the length of time and inconvenience,can anyone enlighten me to what i should be expecting please?

It's worked out at what you pay over the month, divided in to the days without service.

Customer Care have discretion to add good will on top as it has been a while. My advice would be polite (as I'm sure you would anyway), but state how long you've been without service and how unhappy you are.

update on the ticket: final works to be carried out on Monday now. Once fixed, just give 150 a call and get the account credited.

bushwakka · 09-07-2010, 12:40

Quote:

Originally Posted by Digital Fanatic

It's worked out at what you pay over the month, divided in to the days without service.

Customer Care have discretion to add good will on top as it has been a while. My advice would be polite (as I'm sure you would anyway), but state how long you've been without service and how unhappy you are.

update on the ticket: final works to be carried out on Monday now. Once fixed, just give 150 a call and get the account credited.

thanks df,well mondays better than never, my poor daughter is on holiday this week and not happy at loss of tv as i'm sure you can imagine, at least we had on demand until the sound went, now am reduced to watching what we can on the pc,thank god we still have broadband at the mo, strange fault though that gives a few channels,broadband but then loss of sound.

Digital Fanatic · 09-07-2010, 12:45

Quote:

Originally Posted by bushwakka

thanks df,well mondays better than never, my poor daughter is on holiday this week and not happy at loss of tv as i'm sure you can imagine, at least we had on demand until the sound went, now am reduced to watching what we can on the pc,thank god we still have broadband at the mo, strange fault though that gives a few channels,broadband but then loss of sound.

Yeah, totally understand... you may have another issue on top of the local outage? Once the local issue is fixed and you still have problems, then VM can send a tech to you. They can't send one while the outage is open.

Just in case it's a connection come loose for the loss of sound, just make sure all connections are ok, especially the scart lead...

Hope everything gets sorted on Monday... thanks for your patience

Post back on Monday evening and let us know if all is ok

bushwakka · 09-07-2010, 13:12

Quote:

Originally Posted by Digital Fanatic

Yeah, totally understand... you may have another issue on top of the local outage? Once the local issue is fixed and you still have problems, then VM can send a tech to you. They can't send one while the outage is open.

Just in case it's a connection come loose for the loss of sound, just make sure all connections are ok, especially the scart lead...

Hope everything gets sorted on Monday... thanks for your patience

Post back on Monday evening and let us know if all is ok

lol!!!sound was the scart lead,it had come loose with all the moving and resetting and cable checking

Digital Fanatic · 09-07-2010, 14:38

Quote:

Originally Posted by bushwakka

lol!!!sound was the scart lead,it had come loose with all the moving and resetting and cable checking

cool

at least you have some service now

bushwakka · 12-07-2010, 14:17

lol!if you are about do you know if anything is likely today before i have to ring again please?

Digital Fanatic · 12-07-2010, 17:02

Quote:

Originally Posted by bushwakka

lol!if you are about do you know if anything is likely today before i have to ring again please?

Service has been restored at the cab. Call-backs to a selection of customers show everything is back on. Are you still having problems?