Tivo V6 : Virgin Media V6 - Powered by TiVo(new STB)

[Mad Max]

Originally Posted by denphone

It would be nice if loyal customers got the V6 at a discount though.

[OLD BOY]

Originally Posted by smileybum

Since having the live chat conversation with VM i have also had an email conversation... with completely different information

"The v6 box launch has been pushed back until 16th December £99.95 and within the bundle that was offered the pricing may have changed as the pricing changes each month so at the moment I wouldn’t be able to offer the v6 if you want to go ahead with the service I can do the offer with 2 tivo500 boxes"

I'd take that with a pinch of salt, my old fruit.

The press announcement on 30 November has not been postponed, and the VM teams on the front line are not as informed as we are for much of the time.

VM remain very tight lipped about the 30 November event, and until then, the public facing staff will not receive any further information.

[passingbat]

Originally Posted by BenMcr

There has been no V6 pricing officially announced, so I don't know why you were told that, and I doubt very much that'll be the case anyway.

Whether you're a new customer or an existing one I would think they'll be a premium for V6 over the current TiVo box for a period of time - just as there was for the current TiVo over the V+ HD.

Unless this latest update fixes the speed issue on a permanent basis, current Tivo customers should be given a V6 FOC. Or at least at instillation cost.

[denphone]

Originally Posted by Mad Max

Well at least l made your day MM.

[RichardCoulter]

Well, the engineer has just left.

The Screen started with a TiVo welcome in various foreign languages, not sure if this is VM being ultra PC or if this shows that the box and/or software aren't exclusive to VM in the UK.

He initially said that the system would not work because my TiVo needs to be near to my router.

I then said that i'd read that Powerlines would be provided in case of this, which he had no knowledge about.

I then said that I thought it would work on WiFi, like my Smart TV. He then admitted that he'd had no training on the V6 and it was the first time he'd installed one and that VM hadn't given him any training on it!

We eventually got it to work on WiFi (but he did say that it would work better if I installed Powerlines).

It then went through a 'TV speed test'. Don't know what that means, possibly the signal from the router, or a reminder that it shouldn't be running slow like my old box??

After he left, an on screen box covered part of the picture saying to call 150 as there was a problem with my account!

I went back to the screen that shows any downloads taking place and it was still (slowly) downloading something. After waiting until it had finished, the message no longer appeared on the screen about my account, so I assume that it needed to know what package I was on to know which channels to grant access to.

Now the EPG is greyed out (apart from the FTA channels) and the on-screen message has reappeared, so I'm going to call 150.

Edit: And so another VM farce begins:

1) Gave all my details, password etc. First line faults can't help me because second line faults deal with all V6 problems.

2) Put on hold in a queue. Had to give all my details again. Second line faults say they cannot help me and will put me through to CS as it is they that need to "enter the codes and Mac address on the Q screen".

3) Put back in a queue. Had to give all my details a third time. CS say they cannot help me and put me back through to faults!

4) Put back in a queue. Gave my details for a fourth time and explained that my patience was wearing thin.

Faults don't know the Mac code and ask me to look on the back of the TiVo to find it out. Luckily my carer had just arrived and looked, there wasn't a Mac code at the back, but there was one at the bottom.

5) Now being kept on hold for ages whilst they "talk with the technical team" to "try and get it all sorted out" as the V6 "doesn't appear on my account".

I guess that this also means that I won't be able to transfer across my Series Links etc.

Even with the limited functionality, it's working instantaneously when recording, channel surfing etc.

After a 10 minute hold, got told that the engineer will call me within the hour as he will have to come back to let them know the Mac number (the Mac number that I had already just provided).

I've taken time off work and all that has been achieved is the ability to quickly access a few FTA SD channels with no VOD services at all.

I can feel another complaint coming on...

[Stephen]

How does the new box look?

Same menus as the old box? I guess this is predicted?

[RichardCoulter]

Originally Posted by Stephen

How does the new box look?

Same menus as the old box? I guess this is predicted?

It's smaller than the old box, but looks just as it does on the pictures.

The menus etc that I've had a play about with look exactly the same, but many won't work because it's not yet working properly.

I did want to see if it could stream to a tablet like Sky Q.

Do you know why they can't just input the Mac code that I gave to them (whatever that is!) to get it to work? It seems daft to get the engineer to come back out just for this. Maybe it's a security thing??

I thought Mac codes were something to do with changing broadband providers/the internet (and therefore the VOD service/IPTV channels/apps etc) and nothing to do with the linear channels.

[Ultimate.Conj]

Have you got a 4K tv Richard?

[RichardCoulter]

Originally Posted by Ultimate.Conj

Have you got a 4K tv Richard?

Nope, so I can't have a play with 4K YouTube (I don't subscribe to Netflix).

[Ultimate.Conj]

Originally Posted by RichardCoulter

Nope, so I can't have a play with 4K YouTube (I don't subscribe to Netflix).

Well as Virgin customer with a 4K tv and Netflix subscription, I think you should give that box to me lol The V6 box is wasted sitting there mate

You can have my perfectly working Tivo box, I don't mind haha

[Ddonald2016]

Originally Posted by RichardCoulter

Well, the engineer has just left.

The Screen started with a TiVo welcome in various foreign languages, not sure if this is VM being ultra PC or if this shows that the box and/or software aren't exclusive to VM in the UK.

He initially said that the system would not work because my TiVo needs to be near to my router.

I then said that i'd read that Powerlines would be provided in case of this, which he had no knowledge about.

I then said that I thought it would work on WiFi, like my Smart TV. He then admitted that he'd had no training on the V6 and it was the first time he'd installed one and that VM hadn't given him any training on it!

We eventually got it to work on WiFi (but he did say that it would work better if I installed Powerlines).

It then went through a 'TV speed test'. Don't know what that means, possibly the signal from the router, or a reminder that it shouldn't be running slow like my old box??

After he left, an on screen box covered part of the picture saying to call 150 as there was a problem with my account!

I went back to the screen that shows any downloads taking place and it was still (slowly) downloading something. After waiting until it had finished, the message no longer appeared on the screen about my account, so I assume that it needed to know what package I was on to know which channels to grant access to.

Now the EPG is greyed out (apart from the FTA channels) and the on-screen message has reappeared, so I'm going to call 150.

Edit: And so another VM farce begins:

1) Gave all my details, password etc. First line faults can't help me because second line faults deal with all V6 problems.

2) Put on hold in a queue. Had to give all my details again. Second line faults say they cannot help me and will put me through to CS as it is they that need to "enter the codes and Mac address on the Q screen".

3) Put back in a queue. Had to give all my details a third time. CS say they cannot help me and put me back through to faults!

4) Put back in a queue. Gave my details for a fourth time and explained that my patience was wearing thin.

Faults don't know the Mac code and ask me to look on the back of the TiVo to find it out. Luckily my carer had just arrived and looked, there wasn't a Mac code at the back, but there was one at the bottom.

5) Now being kept on hold for ages whilst they "talk with the technical team" to "try and get it all sorted out" as the V6 "doesn't appear on my account".

I guess that this also means that I won't be able to transfer across my Series Links etc.

Even with the limited functionality, it's working instantaneously when recording, channel surfing etc.

After a 10 minute hold, got told that the engineer will call me within the hour as he will have to come back to let them know the Mac number (the Mac number that I had already just provided).

I've taken time off work and all that has been achieved is the ability to quickly access a few FTA SD channels with no VOD services at all.

I can feel another complaint coming on...

It's worrying they are sending out untrained engineers, to install a box they aren't trained on, then -mod edit-you around call center to call center not helping you at all wasters

[RichardCoulter]

Originally Posted by Ultimate.Conj

Well as Virgin customer with a 4K tv and Netflix subscription, I think you should give that box to me lol The V6 box is wasted sitting there mate

You can have my perfectly working Tivo box, I don't mind haha

Too slow , unless the new update has worked!

Originally Posted by Ddonald2016

It's worrying they are sending out untrained engineers, to install a box they aren't trained on, then -mod edit-you around call center to call center not helping you at all wasters

Exactly, they really don't do themselves any favours do they.

Well, over an hour has passed and no engineer phone call or visit as promised.

I'll ring them one more time. If it's not sorted to my satisfaction, i'll be looking for some answers and something by way of an apology.

If not, i'll cancel (as per my legal advisor I informed them that I would not be entering into a new contract until I was fully happy with its performance, which VM have accepted).

After my experience today, i'd urge others to do the same

[Kabaal]

It would be worrying if the box had launched but it hasn't. You made them give you it early so can't really complain if it doesn't go smoothly.

[RichardCoulter]

Originally Posted by Kabaal

It would be worrying if the box had launched but it hasn't. You made them give you it early so can't really complain if it doesn't go smoothly.

I don't think it's too much to ask that staff are trained in the products that they are dealing with and that calls are returned when promised.

[Ultimate.Conj]

Originally Posted by RichardCoulter

Too slow , unless the new update has worked!



Exactly, they really don't do themselves any favours do they.

Well, over an hour has passed and no engineer phone call or visit as promised.

I'll ring them one more time. If it's not sorted to my satisfaction, i'll be looking for some answers and something by way of an apology.

If not, i'll cancel (as per my legal advisor I informed them that I would not be entering into a new contract until I was fully happy with its performance, which VM have accepted).

After my experience today, i'd urge others to do the same

You don't need a legal advisor lol, that is what "cooling off" periods are for
They are designed to give you time to pull out without penalty if you feel the service isn't right for you.

What something as an apology would you accept? Not sure they will give you anything considering you have a V6 box before launch, mate :-)