Virgin Media help if possible...

14
Found 14th Nov 2010
My V+ HD box has been crashing for a while now, probably about once a week or so for about 6 months, no big deal, either it freezes on a channel & you have reset manually, or it just crashes all by itself. I've tolerated it so far as it wasn't very often, however it has been happening more and more recently, almost everyday * is becoming quite frustrating.

Where do I stand with getting a replacement?

I've been a VM customer for almost 3 years, I have XL TV & M broadband, so I spend at least £40 a month and have been doing so for as long as I've been with them.

I've sent them and e-mail to the complaints department but I don't want to ring the premium line if it's going to cost me a fortune & not get me anything.

Anyone got any experience of this sort of thing, or any idea what my rights etc. are?

14 Comments

Ring them on the fault line 150 from your virgin phone.
They will ask you if you have reset the box (mains) and maybe run some tests, but more than lkely
they will call out and prob replace it for you for FREE as your a customer.

Just to let you know, we have had 4 yes FOUR boxes this year due to things similar to this. We have the new shape box.
Edited by: "markone" 14th Nov 2010

You will get a replacement box but you will lose everything that is saved on v+ so watch anything you've been saving before getting someone out. They have a couple of new v+ boxes out now which are a lot faster than the first v+ box. Changes channels without a stupid delay!

I heard they have a 3d box out or coming out if you can use that you could ask for a free upgrade to the 3d box, but that would probably tie you into a new year contract knowing them.

As above phone 150 from a virgin landline for free customer service. Also if you havent changed your deal in the 3 years you could try and get a customer loyalty discount from the rentitions department. Again that would put you in a new 12 month contract.

Original Poster

Nice one, better get those Christmas specials from last year watched then! Thanks folks.

Banned

there isnt a premium rate telno

150 is FREE!

OP means it is a 0845 if you do not have virgin phone and they are not the quickest at answering

Funnily enough I just called VM today to get someone out to replace what's probably our third V+ box which is having this same issue, constantly crashing, freezing and rebooting itself and also getting ridiculously slow or completely unresponsive. Got a technician coming out in a few days time.

Oh and call 151 and not 150 as it will save a few numbered options and get you through to faults quicker.
Edited by: "WaxMechaniK" 14th Nov 2010

Original Poster

Yeah I don't have a Virgin mobile or landline, so it isn't free.

Bickstar

Yeah I don't have a Virgin mobile or landline, so it isn't free.



You didn't mention this in your original post.

Anyway, there are a variety of free numbers to try if you don't have a VM landline including:
0800 9535353

For more numbers, this site (Say No To 0870) is your friend.

Original Poster

WaxMechaniK

You didn't mention this in your original post.Anyway, there are a variety … You didn't mention this in your original post.Anyway, there are a variety of free numbers to try if you don't have a VM landline including:0800 9535353For more numbers, this site (Say No To 0870) is your friend.



Thanks buddy!

Banned

Bickstar

Yeah I don't have a Virgin mobile or landline, so it isn't free.


still not premium rate though

Original Poster

Got it sorted, I tried ringing yesterday on my lunch but they keep you on hold for a ridiculous amount of time, had to get back to work, but somebody rang me last night in response to my e-mail & I've a technician coming to (hopefully) replace my box on Thursday.

Now to get stuck into all this Masterchef Australia I have on there...

My technician came out today, but he didn't replace the box. He said the 'levels were off', even though I had not had any freezing pictures or problems with the signal at all. The issue I was having was quite clearly software related, but oh well, we will have to see. I know the problem will re-occur again possibly even today so he will be coming back out to waste more of my time off work!

WaxMechaniK

My technician came out today, but he didn't replace the box. He said the … My technician came out today, but he didn't replace the box. He said the 'levels were off', even though I had not had any freezing pictures or problems with the signal at all. The issue I was having was quite clearly software related, but oh well, we will have to see. I know the problem will re-occur again possibly even today so he will be coming back out to waste more of my time off work!



Out of interest what box do you currently have? I have the first v+ hd model and its so bad.
Edited by: "jennyrocks" 17th Nov 2010

Original Poster

Got a new box today, technician wasn't keen, he said he'd had his for 8 years, "they never die" apparently, thought there was no way he's going to give me a new one, but somehow swung it.

Unreal how quick the new one is, changing channels instantly & the TV Guide works perfectly, much more like the Sky one..Losing all the Masterchef Australia I had on there was a small price to pay!

Well pleased.
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