V+ Installed but no VOD now

bubs999 · 24-03-2007, 13:29

I had V+ installed yesterday and everything went very well, I recorded a few programs with no problems. I checked VOD before going to work last night and it just sits there saying "Please Wait" and then nothing happens, I still have the guiide menu and the TV in the top right, showing the program I was watching.

It never comes back and no buttons work, I have to press the reset button on the front of the box (Black V+).

I thought it was because the system had just been installed, so thought nothing of it. Many many hours later (the following day) I tried again and the same thing happens.
I have tried ringing faults, but they have a message on saying to call back later. My VOD was working on my Samsung box, just not on the new V+ box.

I have seen many threads on the forums with other people having a problem, is there anything I can do, or will I have to wait until Monday evening to ring again?

Any help appreciated
Neil

sollp · 24-03-2007, 13:57

I know there is an issue with the MAC address of new installed STB's not being put on the system for whatever reason,(maybe a fault somewhere?). Now whether this includes all,( by this i mean V+, Samsung ect) or just a certain number of STB's i don't know.

What you will find is that your STB will connect to the system but the interactive and or VOD will not work until these MAC addressees are added so the DHCP server will recognise these new MAC's. So it's a case of waiting fore this to happen, if of course this is the problem your experiencing.

Unfortunately the installers and most of us don't know there are these issues until everyone has referred the issue to access networks with a fault ticket we find there is no issue with the access network and after allot of phoning around and time wasted we find out that it is this problem, but now we we know to phone straight the relevant department once we realise the problem.

Babu · 25-03-2007, 13:58

I just call Customer Services, and they could not do anything nor did they understand about the MAC address not being on the database. Oh well, will just have to wait for a technician next week.

sollp · 25-03-2007, 20:44

Quote:

Originally Posted by Babu

I just call Customer Services, and they could not do anything nor did they understand about the MAC address not being on the database. Oh well, will just have to wait for a technician next week.

The CS, as far as i know don't get involved in that, without really knowing but i think it is done by another department, that's why they wouldn't have a clue what your talking about.

This I know does happen occasionally , they then have to catch up with hundreds of STB's that need to be put on the system.

bubs999 · 26-03-2007, 17:32

Today was the 1st chance I had to ring again about the fault, as it still isn't working. I selected VOD 20 minutes ago and its still says "Just a moment".

I got through to the faults team to be told he can't help me, as the customer details system is down and to call back in two hours.

I had another problem this morning, in that when I selected Capital FM on channel 958 I had no sound. I tried all other radio stations and nothing. I tried MTV and various other music channels and would have picture for about a minute, then no sound and eventually no sound or picture.

The only TV channel that gave me both picture and sound was ITV1 and the sound was about 1 second out and had constant glitches in it.

It seems to be ok now after a 9 hour shift at work.

bubs999 · 26-03-2007, 22:15

Virgin Customer care as good as ever.

I rang earlier this evening and after queueing for 5 minutes, got the same recorded message as Friday, too busy to help me and to call back.

I rang Customer Service as this hasn't been working since the install on Friday. The chap I spoke to said they couldn't see my box from their end, which isn't good. Advised me to switch it off for 5 minutes and then back on again and he was pretty confident it would work.

Guess what? it hasn't and I'm back to square one. Faults is now closed and I'm at work tomorrow, I guess when I ring in the evening, I'll be told for the 4th time to call back.

busboy125 · 26-03-2007, 22:31

Quote:

Originally Posted by bubs999

Virgin Customer care as good as ever.

I rang earlier this evening and after queueing for 5 minutes, got the same recorded message as Friday, too busy to help me and to call back.

I rang Customer Service as this hasn't been working since the install on Friday. The chap I spoke to said they couldn't see my box from their end, which isn't good. Advised me to switch it off for 5 minutes and then back on again and he was pretty confident it would work.

Guess what? it hasn't and I'm back to square one. Faults is now closed and I'm at work tomorrow, I guess when I ring in the evening, I'll be told for the 4th time to call back.

faults should not shut will answer eventually

bubs999 · 26-03-2007, 22:37

Quote:

Originally Posted by busboy125

faults should not shut will answer eventually

Tried it and I get the message "Thank you for calling we are now closed" or something similar. Dialed 150 and 151 same message.
They shut at 8pm here.

sollp · 27-03-2007, 16:53

[quote=bubs999;34260945]Virgin Customer care as good as ever.

I rang Customer Service as this hasn't been working since the install on Friday. The chap I spoke to said they couldn't see my box from their end, which isn't good. Advised me to switch it off for 5 minutes and then back on again and he was pretty confident it would work.

They can't see it as it sounds like it hasn't been entered on the system, like previously explained.

bikefright · 27-03-2007, 17:53

When you say "Customer service", I hope you mean "Faults" - from memory 150 from your virgin landline then 3(faults), then 3 again(TV).

My VoD problem is sorted (V+ box swapped out). However, one of the troubleshooting steps was for Faults to send an "interactive hit" to the box.

This did not help my situation, but it may help you - I learned something new that there is a differentiation between a VoD hit and an Interactive hit. Worth a try.

Also, at one point the standard V box (samsung) was the "master" on VM's systems which they swapped round a few days ago.

Rowland.

sollp · 27-03-2007, 20:06

If the problem is like i have previously stated, no amount of hits by faults whether it be VOD or interactive will work as,(like i will say again IF the problem is what i say it could be with the OP) the STB will not be seen by the system as the MAC address will not be registered,(IF this is his problem, or it could be an account issue ect).

bubs999 · 27-03-2007, 21:06

Still no nearer fixing this, I eventually spoke to someone in faults today and he refused to help me, would not book an engineer and insisted I had to wait 5 days for the 2nd line support to contact me with a resolution.
When I asked questions, he just repeated the same thing over and over, I think they do this so that you get fed up and terminate the call. The lady who my partner spoke to refused to even talk to her, claiming that the bank information she had given was incorrect (I think that was an English Language barrier problem)

I then rang Customer Service, as faults wouldn't help. The gentleman I spoke to was a bit more helpful and actually explained what was going on and that it would be 2 days for me to get a resolution. He also explained why an engineer wasn't needed (they can do it all remotely apparantly).

In my previous post I said "Customer Care" as a general remark for Virgin Media, not specifically meaning Customer service department. I know I had to ring faults, but if you (a) can't get hold of them or (b) can't get them to answer your questions, then who are you left to ring??

Once is it fixed, I will have to write in a letter of complaint, as no customers should be given this lack of service.

When I also mentioned that faults were closed from 9:30pm, he said it was wrong and faults are actually open until midnight.... well not where I am

hansi · 29-03-2007, 19:14

i'm on the phone to them now, they're too busy to talk to me

Mat-d-rat · 29-03-2007, 20:04

Had it installed 10 days ago, was tol 24 hours to activate... 24 hours later no different. Called support, oh we'll ping it etc. wait try again, no difference. In the end they sent an engineer, usual crap, right now ait 1 1/2 hours and reboot... still nothing. Getting rather fed up, the box is noisey as hell anyway so it's getting swapped next Wednesday. I that doesn't work then I think I'll give up and go to Sky, more HD and sky one back (yea). Love to support virgin but this is just a joke.

cookster · 29-03-2007, 20:47

Same issue here. Got the usually garbage about sending data to the box, then leave it upto 24 hours! Still wasn't working yesterday so spoke to faults again. They said it was a know issue and the target date for fix is 31/03. Nice to see the information on the status page..... not!!!! I keep asking myself why I persevere with this amateur company, maybe I just like all the hassle......