V+ Swap Box - Page 2

DJ Dave · 05-04-2011, 18:02

will do, just gotta wait for someone to get off the phone now lol

BenJSmyth · 05-04-2011, 18:03

Ah, the misses no doubt!

Peter_ · 05-04-2011, 18:04

Quote:

Originally Posted by jb66

Hello!!! Virgin tech here!!!!!! A v+ looses the red button feature and the flow will be to send a tech

You do not have the FDT and it depends what that tells the agent to do as they must adhere to the flow or get into trouble.

jb66 · 05-04-2011, 18:30

So what would you do if the red button doesn't work, end of the day it's a fault that can only be fixed with a box swap. Ive been sent to those jobs

Peter_ · 05-04-2011, 19:05

Quote:

Originally Posted by jb66

So what would you do if the red button doesn't work, end of the day it's a fault that can only be fixed with a box swap. Ive been sent to those jobs

I would follow the flow and if it asked me to check what tier which it does then it would probably say not valid on that tier and to educate the customer and advise that they would need to upgrade.

That is why the FMC diagnostics is just set via a flow as it has certain scenarios for every fault and it must be adhered to on each call as they are checked for adherence.

DJ Dave · 05-04-2011, 19:10

Just got off the phone after talking to 3 people, the first from overseas told me there was a fault in the area and he would put me through to CS so then I went to CS and told him, he said it was nothing to do with the it being a V+ box the red button works on all boxes even if the V+ is not switched on.

I then got put back through to faults in the UK this time and was told I could pay an extra Â£6 a month or Â£49 for someone to swap the box over, just seems a bit off when I'm paying for red button services that everyone else gets but can't use them, the lady also told my I could use my SKY+ Box for red button instead of using Virgin

Peter_ · 05-04-2011, 19:12

As I said above I will ask the question when next in work which is Thursday not tomorrow as I said earlier.

jb66 · 05-04-2011, 19:17

Crazy, try again

Digital Fanatic · 05-04-2011, 19:17

It's supposed to be resolved in June sometime if he doesn't want a box swap.

Peter_ · 05-04-2011, 19:55

Quote:

Originally Posted by jb66

Crazy, try again

It is the FDT they cannot do the opposite of what it tells them.

jb66 · 05-04-2011, 20:03

It tells them to use sky for red button?

Peter_ · 05-04-2011, 20:08

Quote:

Originally Posted by jb66

It tells them to use sky for red button?

No they are not supposed to do that and Quality would not be very happy if they were listening.

DJ Dave · 05-04-2011, 20:38

Just seems a bit off that everyone with a vbox gets it but i have to wait until June at least, I might ring cs and have a word tomoz.

Digital Fanatic · 05-04-2011, 20:49

Quote:

Originally Posted by Masque

No they are not supposed to do that and Quality would not be very happy if they were listening.

I'm sure the outage page says to book a service tech to swap the box to a V-Box?

I know it's in the remedy ticket. I'm now on my days off, so can't search myself.

---------- Post added at 19:49 ---------- Previous post was at 19:47 ----------

Quote:

Originally Posted by DJ Dave

Just seems a bit off that everyone with a vbox gets it but i have to wait until June at least, I might ring cs and have a word tomoz.

Speak to faults and they should do a search for the fault ticket.

spiderplant · 05-04-2011, 21:46

Quote:

Originally Posted by Digital Fanatic

I'm sure the outage page says to book a service tech to swap the box to a V-Box?

I know it's in the remedy ticket. I'm now on my days off, so can't search myself. Speak to faults and they should do a search for the fault ticket.

It's ticket 1049577, and it does say the box should be swapped.

(Just for the record, the FDT doesn't help with this one - it just refers to second line)