V+ On Demand not working

KymC · 15-06-2011, 10:44

Been with Virgin for nearly 3 years now, in all that time, my 'on demand' services have not been working. In those 3 years I have moved house once, but I was unable to use the service at my previous address too. I've had a new box, the cables have been changed but to no avail. Does anybody know how to solve this problem please?

Digital Fanatic · 15-06-2011, 11:02

Quote:

Originally Posted by KymC

Been with Virgin for nearly 3 years now, in all that time, my 'on demand' services have not been working. In those 3 years I have moved house once, but I was unable to use the service at my previous address too. I've had a new box, the cables have been changed but to no avail. Does anybody know how to solve this problem please?

Can you give us a bit more info? Are you getting error code messages when you try and access? Do you a have working broadband connection with Virgin?

KymC · 15-06-2011, 11:33

Hi. The message tells me On Demand is temporarily unavailable and to try again later. If it persists i'm to call quoting 1060.

Yes I have working broadband connection.

spiderplant · 15-06-2011, 11:47

1060 is the error code. It means there's a problem with your account. They ought to be able to resolve that when you phone.

Give them one more call and see what they say. Please let us know how you get on.

KymC · 15-06-2011, 12:12

Thanks, i'll give it another go then.

---------- Post added at 13:12 ---------- Previous post was at 12:58 ----------

Quote:

Originally Posted by spiderplant

1060 is the error code. It means there's a problem with your account. They ought to be able to resolve that when you phone.

Give them one more call and see what they say. Please let us know how you get on.

Sorted! I asked them to check the account details and lo and behold, there has been a block on it all this time, for absolutely no reason! Also, it seems that any visiting technicians should have known that from the error code, i've had several out and not one could see where the problem lay. Nor did any of the staff I spoke to on the phone.

Thank you Spiderplant!

spiderplant · 15-06-2011, 16:03

Wahey! To be fair to the techs, there's no reason for them to know what that code means because they shouldn't have been sent in the first place.

But to everyone else...

Peter_ · 15-06-2011, 16:19

Quote:

Originally Posted by KymC

Sorted! I asked them to check the account details and lo and behold, there has been a block on it all this time, for absolutely no reason! Also, it seems that any visiting technicians should have known that from the error code, i've had several out and not one could see where the problem lay. Nor did any of the staff I spoke to on the phone.

All Digital Television staff have a diagnostic tool that asks a series of questions including one that tells them to ask if the are any messages on the box or the television screen and when they enter the code it tells them what they need to do next so the is no excuse with regards the agents you have spoken to up to now.

Most engineers will have no idea what the on screen codes mean as they do not have access to our systems and therefore would be baffled as to why they were sent out.

If you have received any NPS emails asking about your experience with the call centre agents you should fill them in accordingly and send them back.

KymC · 15-06-2011, 17:32

Thanks for the input guys, I am just happy it is sorted as I can watch catch up stuff on t.v now instead of laptop.

royaltiger · 15-06-2011, 20:12

Quote:

Originally Posted by KymC

Thanks for the input guys, I am just happy it is sorted as I can watch catch up stuff on t.v now instead of laptop.

Phew, thought you were gonna have to move again.