My V+ box experience

brabazon · 05-03-2007, 21:16

Well having been an NTL customer since analogue days, through thick and thin, I was pleased to hear that the Virgin takeover would finally get me on par with Sky customers. I duly ordered my V+ box and bought an HD ready TV and waited for the engineer to arrive last Friday. All seemed to go well, he connected up the box and transferred my old Samsung box to another room. He said that the channels may take a while to come through on the V+ and that I should turn my tv off before connecting the HD cable.

Things went ok on Friday, the channels appeared and I managed to record some programmes using the V+ button and it seemed very easy. Similarly Saturday went well too, only when I connected the HD cable I didn't get a signal on the TV (Viewsonic 2600w).

On Sunday things went pear-shaped! When pressing the V+ button nothing happened and then the box froze on certain channels. I rebooted a few times and swore - why do such things happen when Customer Services is closed.

That's when I searched the web and found this Forum - however I couldn't see a quick fix so had to wait to today to call 150. I have to say I got through quickly and spoke to a Welsh sounding assistant, however there was nothing he could do over the phone and I have to wait for Thursday evening for an engineer to come out. I asked if they had had many problems and he said that the box was tending to lock up and/or change channels slowly.

I have sent a complaint message to Virgin through their web-site.

I am pretty p***'d off as I have been a loyal customer for years and having thought at last I was getting something that was the latest and greatest it has let me down.

I will update you after Thursday or if a miracle happens in the meantime.

Fortunately the old box is working fine still!!

daz300 · 05-03-2007, 22:28

new toys, new problems .

spankysmagicpian · 05-03-2007, 22:32

Did you set the HD up on the V+ box first? If you didn't I understand it can all go a bit wonky. I think there's a section in the V+ manual about the correct order to do it.

brabazon · 05-03-2007, 23:28

Didn't get a manual!

06-03-2007, 03:21

http://www.virginmedia.com/customers/pdf/V+Manual.pdf

brabazon · 06-03-2007, 23:02

Thanks.

Seems from the various comments that the engineers need to spend more time helping to set up the boxes and/or pre-book return visits just in case things don't go to plan.

Do Virgin Media people read this Forum?

AndyCambs · 06-03-2007, 23:04

I think another user mentioned that he was told it takes upto four hours for the new signal to arrive for the V+ box - in which case, it's reasonable for the engineer to do as much as he can, then leave the final instructions.

I'm having mine fitted Saturday - and will let you know how I got on.

hansi · 07-03-2007, 10:29

Just have some questions please. At present I have the basic STB. If I upgrade to the V+ Box and want to use the basic box in another room, does the engineer set this up with the cabling to an upstairs room and do they charge for this? Also, is the V+ box any bigger than the basic box in height, as I have a very restricted space. Thank you

brabazon · 07-03-2007, 10:54

He did mention that it would take time for the signal to come through, but he did not leave detailed instructions and even the ones on ther website do not seem to go into the detail that other users here would have appreciated.

My issue is that from other posts it is not that straightforward and given the importance of CS to VirginMedia I think that more effort is needed to help users get going.

In my case the old STB was moved to another room which already had broadband so he was able to put a splitter in and take a new cable to the STB. As mentioned before luckily for me and the family that is all working fine - just the new box which is giving me grief! As for height I am sure if it is no higher than my old one it certainly fits the slot with room to spare - which according to the V+ preview is important as the box needs to be well venitlated.

mrm1 · 07-03-2007, 13:15

Quote:

Originally Posted by hansi

Just have some questions please. At present I have the basic STB. If I upgrade to the V+ Box and want to use the basic box in another room, does the engineer set this up with the cabling to an upstairs room and do they charge for this? Also, is the V+ box any bigger than the basic box in height, as I have a very restricted space. Thank you

No charge to move and install your old box in another room. Mine was put upstairs and new cabling was installed to run it. My V+ worked from the moment the engineer installed it, with all channels. He even set up the HDMI 720 connection before he left.

ShadowTD · 07-03-2007, 15:17

Yeah, mine too. I think the biggest problem with the installers is the amount of time they are given. My V+ & Samsung installation was fairly easy - V+ near the cable modem, and Samsung in the bedroom which already had an NTL box. He was therefore able to take his time and make sure both boxes were working perfectly, which took him about an 75 minutes. Which according to him was all he would have had if he needed to put the extra line into the bedroom. So it's no wonder they often make a half-arsed job of the install, with their stupid laptop whinging at them to get to the next customer. Plus, he said he'd only had his V+ training less than a week before!

hansi · 07-03-2007, 17:32

Thanks for that. i wonder if one of you techies could help me out. If I have the V+ Box downstairs, obviously I don't need my VCR to record, only to play back. However if I have the basic box intsalled upstairs where I have another VCR which I use to record off analogue, could I have it set up so I can watch programmes through the STB but still record off the TV in analogue. I ask because I tried to use my downstairs VCR but I can't get it to tune to the TV channels since I had the STB installed. Thanks,sorry to be so long winded!

Pittcity · 08-03-2007, 19:55

Quote:

Originally Posted by hansi

Thanks for that. i wonder if one of you techies could help me out. If I have the V+ Box downstairs, obviously I don't need my VCR to record, only to play back. However if I have the basic box intsalled upstairs where I have another VCR which I use to record off analogue, could I have it set up so I can watch programmes through the STB but still record off the TV in analogue. I ask because I tried to use my downstairs VCR but I can't get it to tune to the TV channels since I had the STB installed. Thanks,sorry to be so long winded!

I am not a techie, but the VM engineer who fitted my STB wired my VCR so that when I switch it on I am back in the land of analogue for watching tapes and recording.....ask the engineer!!

Cougarxiii · 08-03-2007, 20:28

I'm getting my V+ installed tomorrow morning, I'm hoping it all goes smoothly, so I can record the rugby.

mickwill · 08-03-2007, 20:32

Had my V+ box installed today,engineer was very thorough and stayed until everything was connected and tested,even set up the volume control on V+ remote to match my Bush HD tv,and left his phone No in case of any problems(which means i wont have to wait for customer service).Only watched the BBC tests at the moment but picture quality is superb