Friday woes

GibsonLesPaul · 11-06-2011, 12:13

Over the last month, every Friday night between 8:30 and 9:00 pm we loose our TV / Broadband service. This has happened three out of four Fridays in a row (I cannot account for one Friday as we were not at home). As you will agree this is a pain, but what makes it more annoying to me is that in losing the service we are also unable to access our pre-recorded programmes too which would have given us some viewing option. Is this crazy or what?

denphone · 11-06-2011, 12:17

Quote:

Originally Posted by GibsonLesPaul

Over the last month, every Friday night between 8:30 and 9:00 pm we loose our TV / Broadband service. This has happened three out of four Fridays in a row (I cannot account for one Friday as we were not at home). As you will agree this is a pain, but what makes it more annoying to me is that in losing the service we are also unable to access our pre-recorded programmes too which would have given us some viewing option. Is this crazy or what?

First thing is have you phoned Virgin up and if you have you should ask to be compensated for loss of your services as quite clearly you are having issues with your service and remember a unhappy customer potentially can become a lost customer so make sure you make your point to them politely but sternly.

Peter_ · 11-06-2011, 12:41

You need to call up and report the issue so they can check what is happening to the box, I have a fault with my own V+ and I have an engineer booked for Monday.

A

---------- Post added at 13:41 ---------- Previous post was at 13:39 ----------

Quote:

Originally Posted by denphone

First thing is have you phoned Virgin up and if you have you should ask to be compensated for loss of your services as quite clearly you are having issues with your service and remember a unhappy customer potentially can become a lost customer so make sure you make your point to them politely but sternly.

As for credit for loss of service you will not get anything unless it has been reported and has been offline for over 24 hours so a loss of service for 30 minutes once a week would not even qualify.

denphone · 11-06-2011, 12:49

Quote:

Originally Posted by Masque

You need to call up and report the issue so they can check what is happening to the box, I have a fault with my own V+ and I have an engineer booked for Monday.

A

---------- Post added at 13:41 ---------- Previous post was at 13:39 ----------

As for credit for loss of service you will not get anything unless it has been reported and has been offline for over 24 hours so a loss of service for 30 minutes once a week would not even qualify.

Well l lost my services for 4 hours and they compensated me.

Peter_ · 11-06-2011, 12:58

Quote:

Originally Posted by denphone

Well l lost my services for 4 hours and they compensated me.

Well that agent failed to follow the credit guidelines and may well find themselves in trouble for giving you a credit, you should only be credited for loss off service after 24 hours from the time you initially reported it, and that should be at the daily rate for the actual service affected, so if you pay Â£30 a month for television and lost service for 2 days you would get Â£2 nothing more.

As for 30 minutes once week you would receive nothing but maybe they should have rang up and possibly have had sent an engineer out.

denphone · 11-06-2011, 13:06

Quote:

Originally Posted by Masque

Well that agent failed to follow the credit guidelines and may well find themselves in trouble for giving you a credit, you should only be credited for loss off service after 24 hours from the time you initially reported it, and that should be at the daily rate for the actual service affected, so if you pay Â£30 a month for television and lost service for 2 days you would get Â£2 nothing more.

As for 30 minutes once week you would receive nothing but maybe they should have rang up and possibly have had sent an engineer out.

Well l am afraid thats Virgin's problem not mine all l know there was a big outage that day. and l was a unhappy bunny becuse l was missing a major event on being shown on tv.

Digital Fanatic · 11-06-2011, 13:25

Quote:

Originally Posted by denphone

Well l am afraid thats Virgin's problem not mine all l know there was a big outage that day. and l was a unhappy bunny becuse l was missing a major event on being shown on tv.

I think Masque is just pointing out the Credit Policy at VM. The agent in your case shouldn't have credited anything at that stage and had failed to follow guidelines.

He's not having a go at you, Denphone.

denphone · 11-06-2011, 13:29

Quote:

Originally Posted by Digital Fanatic

I think Masque is just pointing out the Credit Policy at VM. The agent in your case shouldn't have credited anything at that stage and had failed to follow guidelines.

He's not having a go at you, Denphone.

No l know you are not.

Kymmy · 11-06-2011, 13:39

I think the OP would rather not to have the outages than a couple of quid back in his pocket..

Let's try to help him solve the issue..

Peter_ · 11-06-2011, 14:34

As I advised above either call in now and let them check the set top box or wait until Friday to see if it reoccurs, also when you call in remember to quote any error codes either on the TV screen or the front of the set top box as they will enable the agent to quickly diagnose the issue.

Digital Fanatic · 11-06-2011, 18:18

Quote:

Originally Posted by GibsonLesPaul

Over the last month, every Friday night between 8:30 and 9:00 pm we loose our TV / Broadband service. This has happened three out of four Fridays in a row (I cannot account for one Friday as we were not at home). As you will agree this is a pain, but what makes it more annoying to me is that in losing the service we are also unable to access our pre-recorded programmes too which would have given us some viewing option. Is this crazy or what?

It needs reporting to VM when it's happening if thats at all possible. This will help us investigate why it's happening.

WDLaserjetGLOVER · 11-06-2011, 18:46

All this compensation things really annoys me.
If you have a problem, VM will sort it out.
The need for compensation for a loss of viewing of a small percentage of the total available, is being petty.

GibsonLesPaul · 13-06-2011, 08:28

Hi all. Thanks for the replies. I wasn't edging towards financial recompense it is more that this is becoming annoying, as it coincides with a couple of decent programmes that I'm interested in. Add to this the loss of internet connection and inability to see pre-recorded programmes on the V+ unit, then it gets very frustrating.
Does everyone else have loss of V+ access when there's a connection problem? as I cannot see why this should be happening.
By the way, I tried to report the very first fault only to be informed by a recorded message that there was a "technical fault" for my postal area and that it was being "looked into", and the call was then terminated. That was as far as I could get.

Peter_ · 13-06-2011, 08:31

Quote:

Originally Posted by GibsonLesPaul

Hi all. Thanks for the replies. I wasn't edging towards financial recompense it is more that this is becoming annoying, as it coincides with a couple of decent programmes that I'm interested in. Add to this the loss of internet connection and inability to see pre-recorded programmes on the V+ unit, then it gets very frustrating.
Does everyone else have loss of V+ access when there's a connection problem? as I cannot see why this should be happening.
By the way, I tried to report the very first fault only to be informed by a recorded message that there was a "technical fault" for my postal area and that it was being "looked into", and the call was then terminated. That was as far as I could get.

If you are at home ring now and they will check out the connection to your box.

GibsonLesPaul · 13-06-2011, 10:42

Hi Masque. I've contacted them and they've asked me to re-set the V+ box, which I've done. I had tried this the first time it went off, but they reckon that it is sorted now. I'll see this Friday!! Cheers.