Virgin cancel engineer visit because of unrelated area fault

JohnM · 28-12-2009, 15:02

So, I've had a fault with my Virgin TV for quite a while (months), but because I'm away from home a lot, and we have Sky as well, it's taken me a while to get around to arranging a fix. Basically the box sits on "TUNE" for a very long time when rebooted, and when it does eventually wake up, you are unable to use anything like On Demand - problem with the return path I believe; error 1021.

Anyway, called VM the other day to arrange an engineer, which was happily done. 29th between 12 and 4. This afternoon I received a text while I was out saying that they had fixed my fault. Unsurprisingly, the fault remains.

Called faults, went through the automated check/amend a service engineer visit menu, which told me my fault in the "G1" area had been fixed (I live in G78). Eventually got through to a person, who said the engineer visit had been cancelled, and put me through to TV Faults again.

Now, this is the bit that's annoyed me; TV Faults first of all tried to claim it is part of an area fault (it clearly isn't), which is why the engineer visit has been cancelled. I persisted with this, telling them that the fault has existed for months, and it is clearly not part of the same fault. They then said they were basically unable to help me, as any request for an engineer that they put on the system would be automatically cancelled under the assumption that it is part of the area fault. They also said that the fault HADN'T been fixed, and to call back after 8pm.

Absolutely terrific service.

Digital Fanatic · 28-12-2009, 15:20

Quote:

Originally Posted by JohnM

So, I've had a fault with my Virgin TV for quite a while (months), but because I'm away from home a lot, and we have Sky as well, it's taken me a while to get around to arranging a fix. Basically the box sits on "TUNE" for a very long time when rebooted, and when it does eventually wake up, you are unable to use anything like On Demand - problem with the return path I believe; error 1021.

Anyway, called VM the other day to arrange an engineer, which was happily done. 29th between 12 and 4. This afternoon I received a text while I was out saying that they had fixed my fault. Unsurprisingly, the fault remains.

Called faults, went through the automated check/amend a service engineer visit menu, which told me my fault in the "G1" area had been fixed (I live in G78). Eventually got through to a person, who said the engineer visit had been cancelled, and put me through to TV Faults again.

Now, this is the bit that's annoyed me; TV Faults first of all tried to claim it is part of an area fault (it clearly isn't), which is why the engineer visit has been cancelled. I persisted with this, telling them that the fault has existed for months, and it is clearly not part of the same fault. They then said they were basically unable to help me, as any request for an engineer that they put on the system would be automatically cancelled under the assumption that it is part of the area fault. They also said that the fault HADN'T been fixed, and to call back after 8pm.

Absolutely terrific service.

We had a loss of Interactive - error code 1021 across the whole of Glasgow - this was raised on ticket 1157853 - if you called in over the last day it was safe for the team to assume it was part of this issue. HTH

JohnM · 28-12-2009, 15:31

Think I called in yesterday... Just bad timing then?

Also, "had"... does that mean the fault is fixed and I should be able to pursue further? Chances of getting my appointment for tomorrow back are probably quite slim. Annoying as I'm out of town again from early evening tomorrow for a long time.

Digital Fanatic · 28-12-2009, 15:32

Quote:

Originally Posted by JohnM

Think I called in yesterday... Just bad timing then?

Sounds like... there was a major issue, but if you re-book now you should be ok

EDIT: I've double checked and you should be ok to re-book as ticket is closed now as fixed.

JohnM · 28-12-2009, 15:53

Hi. Thanks, i've just called back and managed to get them to book another appointment. Seems that emphasising the box getting stuck on "TUNE" helped. However, as suspected, they couldn't give me the appointment tomorrow back, which i'm mightily ADMIN EDIT about, having re-arranged things to be there. I've re-booked for Wednesday, when unfortunately I can't be around, but hopefully someone else will be. Unfortunately that person will only be able to point them in the direction of the box, so will have to cross my fingers.

webcrawler2050 · 28-12-2009, 15:59

Quote:

Originally Posted by JohnM

Hi. Thanks, i've just called back and managed to get them to book another appointment. Seems that emphasising the box getting stuck on "TUNE" helped. However, as suspected, they couldn't give me the appointment tomorrow back, which i'm mightily ** about, having re-arranged things to be there. I've re-booked for Wednesday, when unfortunately I can't be around, but hopefully someone else will be. Unfortunately that person will only be able to point them in the direction of the box, so will have to cross my fingers.

Should be okay. Leave a note, aswell if you can. Watch the language aswell please

Understandable your annoyed but these things, happen. Least they had the decency to tell you.

**Chris** · 28-12-2009, 16:00

Please do not try to dodge the swear filter, it is there for a reason. And don't go quoting people who have been dodging the swear filter, it doubles our workload and guarantees you a place at the top of an Admin watch list you really don't want to be on.

Digital Fanatic · 28-12-2009, 16:23

Quote:

Originally Posted by JohnM

Hi. Thanks, i've just called back and managed to get them to book another appointment. Seems that emphasising the box getting stuck on "TUNE" helped. However, as suspected, they couldn't give me the appointment tomorrow back, which i'm mightily ADMIN EDIT about, having re-arranged things to be there. I've re-booked for Wednesday, when unfortunately I can't be around, but hopefully someone else will be. Unfortunately that person will only be able to point them in the direction of the box, so will have to cross my fingers.

That will be ok, the tech will know what the problem is...