V+ still not working

John5452 · 12-03-2007, 14:42

Hi,

Kinda new to the forum and it seems a good place to get help and advice. Anyway I'm just after a some thoughts regarding my install of V+. The install was scheduled for Saturday just gone between 12 & 6. I was working so my flatmate was in all day waiting for him. Engineer finally turned up at 18:30 and installed the equipment. He tried ringing through to the service department to activate and was on hold for 30 mins apparently!! He then turned round and said the service department was now closed as it had gone 19:00 so he couldn't get the equipment activated. He said to leave the box connected on Sunday night and it should pick up a signal and be working Monday morning and if not to give VM a call. Monday morning comes and as I expected nothing, it was still sat on a Telewest Broadband screen with Please wait, loading data displayed. I rang VM at 10:30 this morning and was told it would be activated and working within the hour. 2 & 1/2 hours later and still nothing so I rang again and by a stroke of luck was connected to the same guy I spoke to earlier who remembered me calling. He put me on hold to check if it had been done. He came back said it had indeed been done and they had told him it can take a while and should come on at some point throughout the day. It's now 15:30, 5 hours since my initial call this morning and coming up to 2 days since it was installed and I am still looking at a black telewest logo telling me to please wait. Now I'm not the impatient type but this seems a little extreme considering when I first had NTL installed last year I could get all the channels immediately. What do you guys reckon? is this the norm or should I be back on the phone again asking why it isn't working?

Also just another query if you can help. The engineer only had the silver TVDrive boxes on his van. Obviously the only thing I've seen so far is the Telewest logo, does this mean that the box will be Telewest software and not VM, for example the EPG. Correct me if I'm wrong but I've heard the VM EPG is more reliable than the old NTL & Telewest ones.

Thanks for reading

John

Kellargh · 12-03-2007, 14:57

Phone and complain that it isn't working, and ask for a replacement. They'll replace it with a black stb - which is more reliable

rdhw · 12-03-2007, 15:30

Have you tried pressing the RESET button and allowing the box to re-boot?

John5452 · 12-03-2007, 15:36

Quote:

Originally Posted by rdhw

Have you tried pressing the RESET button and allowing the box to re-boot?

Yes I've tried that and the same happens.

D0gleg · 12-03-2007, 16:04

What about the "old favourite" pull the plug - wait 30 seconds - then try again??

Got to be worth a go.

I will be able to help better once I get my V+ STB on the 4th April...

AndyCambs · 12-03-2007, 16:06

You should have the Virgin Media EPG. I have a silver box, and it's all VM EPG.
Sounds like the box hasn't been hit yet...

D0gleg · 12-03-2007, 16:13

Quote:

Originally Posted by AndyCambs

You should have the Virgin Media EPG. I have a silver box, and it's all VM EPG.
Sounds like the box hasn't been hit yet...

To do this...

Gently take a hammer and... Only Joking

A quick call to CS should sort that out!

I Have seen mention of when calling to unplug any other STB's in the house as the opperators seem to get confused...

Nikesh · 12-03-2007, 16:14

All the V+HD/TV Drive boxes given out by Virgin Media have the Virgin Media EPG on them.

John5452 · 12-03-2007, 16:19

Quote:

Originally Posted by D0gleg

To do this...

Gently take a hammer and... Only Joking

A quick call to CS should sort that out!

Hahaha you don't know how close I am!!! I've routed the wires for the 2nd box upstairs this morning so the hammer is still dangerously close, maybe I should move it!!!

I've rang VM yet again and was just told ohh it can take 24 hours so leave it and see if it works tomorrow!!! This is really annoying now, it's a shame you can't tell your bank to tell them ohh hang on a few days and then you might be able to take money from his account!!

---------- Post added at 17:19 ---------- Previous post was at 17:18 ----------

Quote:

Originally Posted by Nikesh

All the V+HD/TV Drive boxes given out by Virgin Media have the Virgin Media EPG on them.

Thanks, that's settles one query, just wish I could see it now

D0gleg · 12-03-2007, 16:21

Any of you GODS on here know the phrase that John5452 should use to get what he wants the next time he phones CS?

I know that when talking to the CS people on a computer support helpline they suddenly start listening when you start using "key phrases" at them...

stu2405 · 12-03-2007, 18:09

Hi M8,

When we are installing V+ Boxes...

Upon first boot you will get the Telewest Broadband screen with Please wait, loading data displayed, this should display until the download is complete for the new EPG software.

It should take no more than 20 minutes to complete weather it has been activated or not as we do not put the box hit through until the box comes on.

After that he should then set up all three tuners and pin number.

I have replaced boxes for this reason.

Hope this info helps m8.

John5452 · 12-03-2007, 18:13

Quote:

Originally Posted by stu2405

Hi M8,

When we are installing V+ Boxes...

Upon first boot you will get the Telewest Broadband screen with Please wait, loading data displayed, this should display until the download is complete for the new EPG software.

It should take no more than 20 minutes to complete weather it has been activated or not as we do not put the box hit through until the box comes on.

After that he should then set up all three tuners and pin number.

I have replaced boxes for this reason.

Hope this info helps m8.

Thanks for the reply, so from what I can gather from what you said the please wait message should only be there on initial installation and the engineer should not have left it in this status regardless of whether or not the box couldnt be activated?? Does this sound like the box is goosed to you or not?

stu2405 · 12-03-2007, 18:18

It is m8 the engineer should not of left until the box is up and working and he would not be able to activate all three tuners or pin number. you will need them back out to replace the box and set it up right

John5452 · 12-03-2007, 18:36

Well I've just rang them back and got through to somebody else. She went away to speak to a colleague and has now promised that it will be up and running by 22:00!! She said that the activation hasn't been processed yet and she is going to make sure it's done tonight. I've got to reboot it after 22:00 if it's not done anything by then. I'll believe it when I see it but fingers & toes crossed!!! I can see me being back in the phone in the morning in a less than understanding mood to be honest. I bet Branson's didn't take this long to get up and running

busboy125 · 12-03-2007, 18:37

They said that to me when i had it installed. it should not take that long. I would give them a call in about half hour to an hour. Otherwise they will be shut.... Maybe thats what they want