TiVo Engineers - how good are they

Arthurgray50@blu · 11-10-2012, 14:27

I am sure members are aware of the problems that l have had since l had TiVo installed and problems with Tv Engineers and BB, and the amount of engineers that have arrived and not fix the fault properly or even checked the system properly.

Five engineers have called and not repaired the fault, therefore constant calls to VM and constant waiting in for engineers when they don't call back.

We had an engineers call on Tuesday, following a complaint to senior management, he found the fault and changed a box and did all the right work - hopefully, it is now working but normally the fault comes back after 24 hours - but so far its fine.

BUT, doesn't VM have supervisors that check this repairs as surely some of these engineers are just plain useless.

Has anyone else had a problem similar to mine.

andy_m · 11-10-2012, 14:43

I've had good and bad, but all seem under pressure to clear the job and move on. Perhaps there are bigger issues than the quality of the engineers, like what's actually expected of them and whether this is realistic. Either way, I've twice had Virgin engineers out to do something which should have been done on an earlier visit.

denphone · 11-10-2012, 14:50

l have had quite a few boxes installed over 12 years and the engineers have always done a very good job and have always been very polite and when there has been a problem they have always come out pretty promply and sorted out any problem there has been.

raging bull · 11-10-2012, 15:25

It's the same old story 'It was o'k when I left'

devilincarnate · 11-10-2012, 15:37

I have always had very good ones and one saw my guitars in the corner of a room one day and we had a jam session whilst waiting for th Tivo to boot.

11-10-2012, 15:54

Although we have had problems with VM's services, the engineers who came out were polite and helpful. No cause for complaint whatsoever.

Arthurgray50@blu · 11-10-2012, 16:16

I think what the main problem is 1) when the engineers have called, they blame each other for not fixing it the first time 2) the problem tends to get worse 3) Engineers say that if there is any further problems, call em' and they will call back - they never do. 4) Some engineers when they arrive have not got a clue on how to fix the fault.

spiderplant · 11-10-2012, 16:22

You clearly had an unusual / hard-to-fix fault. Do you know what box they replaced?

paultrademark · 11-10-2012, 16:30

Never had a problem with any of them we have had out, polite and not rude or ignorant.

One poor bloke when we left VM to go to Sky but came back within 2 weeks came out to re-connect our equipment and was having a nightmare with certain stuff was here for hours.
Eventually one of his colleagues came as it was getting late so they could get it all finished.

No complaints here

Arthurgray50@blu · 11-10-2012, 16:48

From what my wife was saying, the previous engineers put three cables into a faulty splitter, and all the power being sent into the house was being sent to an upstairs box, which was not in use.

The engineers said that the power for some reason was going to the multi box and NOT the TiVo box, where it should have gone, therefore causing the problem on the box.

The new box that they put upstairs was and up to date Samsung box with a ' dial like' switch on the right side of the box and the channel number in the centre.

He also stated that a 'card' that was put into the 'old' box was an old card that was not registered with VM. an yet it was VM that put it there, He has also repair the main box outside which was open.

So far everything is going well.

Chad · 11-10-2012, 17:13

I've always found them to be really nice, polite, informative and really helpful. Every fault I've ever had has been fixed first time, everytime.

In my experience, they are a credit to themselves and Virgin.

toady · 11-10-2012, 17:37

Never had a bad experience, always turned up on time, always took their boots off to protect our carpets, they have always repaired the fault and stayed until any updates that the headend had to apply were applied and checked everything was working afterwards and ensure that we were satisfied before leaving.

I've always supplied them with tea and chocolate biscuits which has always gone down well

nefu · 11-10-2012, 17:58

Yep no problems with last 3 visits, in fact we had the same engineer each time which was excellent as he even rembered the setup!

jb66 · 11-10-2012, 18:52

We are technicans not engineers, and we have very poor/no diagnostic equipment

MutleyF · 12-10-2012, 06:58

Quote:

Originally Posted by jb66

We are technicans not engineers, and we have very poor/no diagnostic equipment

A poor workman always blames his tools !

We have never needed an engineer to repair anything yet, and I have been with C&W, NTL, and Virgin for a lifetime! - must just be lucky