V+ Installed Today

[SimonB]

Originally Posted by wlmlb

i got mine today and still have no channels can you help my old box still gets all my sky sports

Did you get this solved?

I had my V+ installed yesterday and don't get any of my subscribed channels. They still work on the old set top box but just not on the new one. On Demand isn't working on either box.

Phone call 1 at 3pm yesterday: "Don't worry sir, the system has to wait for the engineers to activate the box, they do this at 6 at the end of the day so the channels will be on then".

Phone call 2 at 6.45pm yesterday: "Not sure why you were told that, it takes 24 hours from installation for the signal to be sent to get all the channels activated. Whatever you do don't turn our box off and interrupt this signal"

Phone call 3 at 8.30pm today: "Turn it off and back on again". Didn't work. "I will send a signal to the box and the channels will definitely be there by 9 at the latest".

Phone call 4 at 9.30pm today: "You need an enginner to visit. The next available slot in your area is 8-1 on Saturday"


Any advice from anyone on what this is likely to be and whether there is anyway of getting this solved quicker than waiting for an engineer?

[wlmlb]

Originally Posted by SimonB

Did you get this solved?

I had my V+ installed yesterday and don't get any of my subscribed channels. They still work on the old set top box but just not on the new one. On Demand isn't working on either box.

Phone call 1 at 3pm yesterday: "Don't worry sir, the system has to wait for the engineers to activate the box, they do this at 6 at the end of the day so the channels will be on then".

Phone call 2 at 6.45pm yesterday: "Not sure why you were told that, it takes 24 hours from installation for the signal to be sent to get all the channels activated. Whatever you do don't turn our box off and interrupt this signal"

Phone call 3 at 8.30pm today: "Turn it off and back on again". Didn't work. "I will send a signal to the box and the channels will definitely be there by 9 at the latest".

Phone call 4 at 9.30pm today: "You need an enginner to visit. The next available slot in your area is 8-1 on Saturday"


Any advice from anyone on what this is likely to be and whether there is anyway of getting this solved quicker than waiting for an engineer?

Ring there head office on 01256752000 and tell them there good, I had two people today and thay got it sorted. there is a problem pairing the box and cards. thay don't go thought the same as the normal STB. I think this is the problem the guys think thay have done it and your tv will come when thay have gone but because the box has not paired it will never bring down the channels.

Give that number a go it worked for me, O' and say how much you like the look of sky I had a bloke around and sorting it i 2 hours. don't let them go till its on because it will not do other wise. What i did was ring that number when he was here saying "o give it 2 hours and it will come back" i rang and put him on the phone and 10 min's later had Sky sports on my V+ box.


Well hope it helps.

PS let us know how you get on.

[SimonB]

Originally Posted by wlmlb

Ring there head office on 01256752000 and tell them

....

PS let us know how you get on.

Thanks for the number, spoke to them this morning at 10. Lady I spoke to was going to look into it and call me back "within the hour".

I eventually called them again at 12 and started explaining the situation yet again. I am at work so when I had a call come in on my other line I put Virgin on hold to take the other call. After just 5 minutes of being on hold, Virgin hung up on me - I found this quite offensive given the amount of time I have spent on hold over the last couple of days, and my hold music is nicer than theirs!

I called back at 12.30. Spoke to a "Team Manager". Explained my various frustrations. He has promised to look into it and call me back by the end of the day.

We'll see .....

[spankysmagicpian]

A coincedence with my real initials and name as SimonB.. maybe - same experiences.... I hope not.

Mines coming tomorrow - hope it's OK. I'm getting the second box upstairs so I'm hpoing they can put a splitter in the box outside the house to feed upstairs as we have wooden floors in the hall and as such... nowhere to put wires!

[spin20vt]

Originally Posted by wlmlb

Ring there head office on 01256752000 and tell them there good, I had two people today and thay got it sorted. there is a problem pairing the box and cards. thay don't go thought the same as the normal STB. I think this is the problem the guys think thay have done it and your tv will come when thay have gone but because the box has not paired it will never bring down the channels.

Give that number a go it worked for me, O' and say how much you like the look of sky I had a bloke around and sorting it i 2 hours. don't let them go till its on because it will not do other wise. What i did was ring that number when he was here saying "o give it 2 hours and it will come back" i rang and put him on the phone and 10 min's later had Sky sports on my V+ box.


Well hope it helps.

PS let us know how you get on.

Who does that number put you through too?

Just phoned the normal faults number and they have arranged a engineer to come out to me on friday

[SimonB]

Originally Posted by spin20vt

Who does that number put you through too?

I think an earlier poster said Head Office. When I called it, it was answered "Virgin Media" by the receptionist who was then able to transfer me to "Top level complaints" or some such name.

[wlmlb]

Yeah Top level complaints that number was hard to get out of them but it worked for me.

[bikerjoe]

I live in post code NE...Washington Tyne and wear,,,Ex NTL

Had mine installed last week. Had nothing but bother with the first box. Was serching for software download constantly (light flashing)

Engineer came out, couldn't fix it, admitted he'd only had 30 mins tuition on the V+Box, told me it was a softwear problem and too stick with it, they would soon solve the problem.

I tried myself too solve it and lost picture, so had too get the engineer back again.

I was going too insist on a new box, only he intennnded changing anyway..Second box downloaded softwear instantly..no flashing light...everything working...

That was on the scart lead..try too swap too the HD lead..couldn't do it..Engineer admitted he was beet. He then got a 3rd box and installed that, just too see if the second was faulty..it did the same as the second box..installed softwear instantly and everything wotrking great through the scart. Again said he was beet and He'd come back another day, when he's spoken too others.

Within half an hour of him leaving, he rang me..told me he'd found how too change it too HD lead..

Hold the stop and forward buttopn on the front of the box until it says setup, then press fast forward until it says HDMr1..then press ok and it's been absolutly great since.

I believe it comes down too lack of training and faulty boxs, cant blame the engineers, seems Virgin has let them find out the hard way...by embaressing situations in customers houses.

I cannot praise the engineer that came to my house enough, he was here 2 hours trying too get the HD side up and running and even rang me too save me wating another day too get it running.

I'm more than impressed, HD picture is unreal..even the normal none HD look like HD, watching an old version of Stargate on Sky one this afternoon, the 3 d effect in the woods was unreal..never seen that on TV before. (that wasnt HD just the enhancment through the box I have a DVD HD enhancing maching..Philips..V+ better than that))...My frined came in the other day, while I was watching Motor GP Practice on Eurosport...His comment...Thats as good as the picture on the sets on display in Curry's...he was suprised when I yold him..thst's not HD..he was even too say the least very impreesed when I put the BBC HD preview channel on.

Lets just hope they sort out the Sky one problem..I feel they have it right now..Just some faulty boxes out there...Make them kep swapping boxs until they get it right.

[SimonB]

Originally Posted by SimonB

Thanks for the number, spoke to them this morning at 10. Lady I spoke to was going to look into it and call me back "within the hour".

I eventually called them again at 12 and started explaining the situation yet again. I am at work so when I had a call come in on my other line I put Virgin on hold to take the other call. After just 5 minutes of being on hold, Virgin hung up on me - I found this quite offensive given the amount of time I have spent on hold over the last couple of days, and my hold music is nicer than theirs!

I called back at 12.30. Spoke to a "Team Manager". Explained my various frustrations. He has promised to look into it and call me back by the end of the day.

We'll see .....

Well for anyone that is interested the saga continues.

I was really impressed with Virgin CS till now, from ordering VIP to getting V+ installed everything went really smoothly. However, since installation has been a nightmare: no subscribed channels should be an easy one to fix but CS is giving me horrible flashbacks to NTL days, I have now described my problems to what I think is the 8th different person and again have been promised a call back tomorrow.

At lunch time today I spoke to a manager who promised that he would be the last person that I had to explain my situation to and he would personally see to it that it was resolved and would call me before he left for the day at 5.

At 4.50 I had had no call. I called them only to be told that he had left for the day. I asked to speak to another manager and was told they had all left for the day.

The poor girl I was speaking to had only been working for Virgin for two days and so knew next to nothing. She did say there was a note on my system for someone to call me tomorrow.

I asked if I could speak to the guy now and was told he had also left for the evening. I asked if I could speak to anyone else in his team and was told that their system didn't allow transfers to be made.

At this point I gave up and said I would wait for the call tomorrow - which she promised me will be "first thing". Lets just say I won't be rushing out of bed in expectation of a call.

[SimonB]

Mine is now working. Managed to speak to someone really helpful today, called [edit - name removed, changed mind, not really fair on him] on the number posted above.

Turns out that although the box and card were paired on their system it hadn't carried through to the server (or something).

He diagnosed, it fixed it, followed up with a second call to check it was working fine and gave me £85 of my next months bill (i.e. next month is free!).

I recommend phoning the head office number instead of CS if you want something done.

[scrotnig]

Mine is fantastic and I'm well impressed, and in fact quite shocked, by how good it is, and I'm not used to stuff being as good as this on the cable network.

Only thing that isn't working is red button interactive services, I've logged this as a fault and it's being looked at.

Apparently some minor channels disappeared overnight, not to worry.....

[IWKYzerocool]

Got my V+ installed today, everything fine, apart from they forgot to add the HDMI cable, now I have to wait 7 to 10 days for it.

[spin20vt]

Got mine sorted today as well, engineer had it fixed before he even come to my house, said there has been problems when creating these v+ accounts on there systems. Really happy with my v+ now ive got all the channels