TiVo General TiVo Discussion Part 2 - Page 96

Manster62 · 14-04-2011, 15:17

Ordered online at 10.45 on Tuesday - still no confirmation of installation date

Parlyboy · 14-04-2011, 15:23

Quote:

Originally Posted by BenMcr

If you already have an open order for install, then it would have to be cancelled and redone to add the changes required for VIP - and customer services can't process TiVo orders yet

If you had asked for the upgrade at the same time as the TiVo install it wouldn't have been a problem

Thanks Ben, it's not a big deal, just curious.

aptsys · 14-04-2011, 15:28

Confirmation of my installation date arrived this morning after I ordered online at about 10am on Tuesday. It's none of the days I asked for - it's now two weeks away, but that's not too bad.

Manster62 · 14-04-2011, 15:59

Just had installation date. Requested 23rd April - they have given me 6th May - three weeks away. Not happy - particularly as I tried to order by phone and they wouldn't deal with me although I am authorised on husband's account.

Suspected this would happen -

dazed&confused · 14-04-2011, 15:59

Quote:

Originally Posted by dazed&confused

Received the email on Monday morning, placed an order and was given an installation date of 20th April. They said the engineer would ring on the day with a time.

I haven't received any other communication from VM.

Should I have had a confirmation e-mail, or new contract or something???

Anybody ???

aptsys · 14-04-2011, 16:03

They seem to be arriving as e-mails and SMS's now.

Quote:

Originally Posted by Manster62

Just had installation date. Requested 23rd April - they have given me 6th May - three weeks away. Not happy - particularly as I tried to order by phone and they wouldn't deal with me although I am authorised on husband's account.

Suspected this would happen -

It's only three weeks! There's more to life than TV

Hambone88 · 14-04-2011, 16:06

Quote:

Originally Posted by Digital Fanatic

Sales are calling customers back at some point to offer other types of free upgrades... sit tight

you already had multi-room, so will be offered something else.

---------- Post added at 11:22 ---------- Previous post was at 11:20 ----------

See mine and Ben's earlier posts

I have three V+ boxes(one getting changed for TiVo).
Could i keep that for free?
Which would give me three V+ plus TiVo.

Manster62 · 14-04-2011, 16:12

Quote:

Originally Posted by aptsys

They seem to be arriving as e-mails and SMS's now.

It's only three weeks! There's more to life than TV

Fair enough - but when people have been jumping queues, and ringing up for earlier dates after getting their confirmation - plus I was advised to wait patiently for confirmation and that it was probable that I would get confirmation date requested, to have such a long delay is not good. Have to plan things about a tight work schedule, and had hoped for time to set up Tivo before next rush of work.

Have just spoken to very unhelpful CS who basically said 'no - tough' when I explained and asked if there were earlier dates

aptsys · 14-04-2011, 16:17

Try calling again - I had to adjust mine to a PM slot as I couldn't make the date they'd changed it to, they ended up shifting it two days earlier without any hassle.

Digital Fanatic · 14-04-2011, 16:24

Quote:

Originally Posted by Parlyboy

Just off the phone to CS after trying to upgrade from Triple XL to VIP50......and they wouldn't let me do it.

Apparently I can't change my package until after TiVo is installed on the 27th of April.

Very odd, can any of the Virgin Staff on here confirm this is correct or did my very confused and flustered CS Staff Member somewhere overseas just fob me off?

That's correct, only 1 install order can be open on your account. you can upgrade after install.

---------- Post added at 15:20 ---------- Previous post was at 15:17 ----------

Quote:

Originally Posted by denphone

l had the same type problem as l wanted to add Racing Uk to my package and they said l could not do it until my tivo is installed, my answer to them was thats a stupid rule.

It's not a rule, denphone. It's a "flaw" in the billing system.

---------- Post added at 15:24 ---------- Previous post was at 15:20 ----------

Quote:

Originally Posted by dazed&confused

Anybody ???

Sorry, there are a lot of queries in this thread...

What was your last contact with VM about it?

johnasimmons · 14-04-2011, 16:27

I am now getting frustrated about the email

Digital Fanatic · 14-04-2011, 16:31

Quote:

Originally Posted by Manster62

Fair enough - but when people have been jumping queues, and ringing up for earlier dates after getting their confirmation - plus I was advised to wait patiently for confirmation and that it was probable that I would get confirmation date requested, to have such a long delay is not good. Have to plan things about a tight work schedule, and had hoped for time to set up Tivo before next rush of work.

Have just spoken to very unhelpful CS who basically said 'no - tough' when I explained and asked if there were earlier dates

I'm sure it wasn't as blunt as that?

Why couldn't the account holder contact VM earlier?

---------- Post added at 15:30 ---------- Previous post was at 15:27 ----------

Quote:

Originally Posted by Hambone88

I have three V+ boxes(one getting changed for TiVo).
Could i keep that for free?
Which would give me three V+ plus TiVo.

When you say FREE, are you talking about the relocation or monthly fee?

---------- Post added at 15:31 ---------- Previous post was at 15:30 ----------

Quote:

Originally Posted by johnasimmons

I am now getting frustrated about the email

Which one are you waiting for? The order one or confirmation?

johnasimmons · 14-04-2011, 16:33

The order one, due from Monday

Manster62 · 14-04-2011, 16:36

Quote:

I'm sure it wasn't as blunt as that?

Why couldn't the account holder contact VM earlier?

Not in those exact words, but that was the gist of it. I explained to her the whole situation and firstly she stated that they had never taken telephone orders for Tivo 'you can only order online'! When I told her I had tried to order on the telephone, and the order was going ahead until the caller asked for my name and realised that I wasn't the account holder, she then said that I would NEVER be able to make any changes to the account as it was in my husband's name. I explained to her that I had indeed made changes and in fact that I am always the one to make changes as my husband doesn't like dealing with these things. She then said that this may be the case, but I would NEVER be able to make changes which affected the contract in any way (i.e. new contract period etc.), I then told her that I had indeed made these changes in the past -for example upgrading to 30mb broadband (new 12 month contract). She then basically said, well anyway there aren't any earlier dates. I asked her to check and she came back immediately and said 'no - no earlier dates - all people are being given these dates'.

My husband ensured that I am authorised on the account - with a password - so that I could deal with everything on the account and now I am being told that I could never do this?

The reason my husband hasn't been able to deal with this any earlier is that he has been away on business.

I don't appreciate being 'fobbed off' by someone stating that I cannot do something that I have been doing for years, and due to this I am now going to have to wait three weeks for installation when people have been queue jumping and calling in and getting earlier installation dates.

friely · 14-04-2011, 16:39

I just got my online confirmation, didn't get the 26th(my day off) as was stated in the order from Tuesday.So just phoned and now have this Monday 18th which is great as its my day off next week .