TiVo stability and tied to contract

Discussion in 'VirginMedia TV with TiVo - UK' started by dunnel, Mar 13, 2011.

  1. richw

    richw New Member

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    Jul 27, 2002
    Bath, UK

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    I've now been told to wait until at least Thursday for the new software update.


    I can save them the trouble, my contract will almost certainly be cancelled by then, I'm not prepared to put up with a non-functioning box for what will be nearly a fortnight. I still can't even get a V+ box to replace my V box just to tide me over.
     
  2. nbaker

    nbaker New Member

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    Sep 28, 2002
    Lincolnshire...
    I've not noticed any reboots myself:p
     
  3. sammyh25

    sammyh25 New Member

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    Feb 9, 2011
    Have they said what your issue is and why the software update will fix it? Or are they just hedging their bets?
     
  4. richw

    richw New Member

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    Jul 27, 2002
    Bath, UK
    Apparently it's "a known issue" and will be fixed in the next software release.

    I'm probably tempting fate, but so far it's looks like it's not rebooted for 20 hours.
     
  5. richw

    richw New Member

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    Jul 27, 2002
    Bath, UK

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    What do you want, a medal? :)
     
  6. sammyh25

    sammyh25 New Member

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    Feb 9, 2011
    Just noticed on the VM forum one of the staff agrees with you that Thu is not good enough and has asked you for account details etc so they can escalate the issue. Might be worth giving it a go.
     
  7. nbaker

    nbaker New Member

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    Sep 28, 2002
    Lincolnshire...
    Yes please :rolleyes::D

    Just wanted to show that not all boxes are having issues.
     
  8. richw

    richw New Member

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    Jul 27, 2002
    Bath, UK
    Sent my details across earlier, just waiting for a response.
     
  9. sammyh25

    sammyh25 New Member

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    Feb 9, 2011
    Keeping my fingers crossed m8, it is a good piece of kit, just wish you had the chance to experience it.
     
  10. richw

    richw New Member

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    Jul 27, 2002
    Bath, UK
    It was great for the first two weeks, then it all went a bit wrong :)
     
  11. FemiH

    FemiH New Member

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    Nov 6, 2002
    And I gather you've been given a new box, viewing card and the problem persists? It's got to be something else other than the box, its frustrating reading this as an IT person albeit in a different field so goodness knows what its like for the ppl living with the gazillion reboots per week. From a Customer Service standpoint I've found the @virginmedia Twitter team to be in a different league from the general Customer Service personnel.

    I had to deal with Customer Services to receive a new "Superhub" recently and suffice to say it was a process I don't want to have to repeat. I complained to two separate managers on two separate occasions for the lack of customer care and they both just gave the "nothing we can do" line as if they didn't care whether I was about to cancel the entire service or not :mad:. Virgin must improve its customer services or else really, I don't care how great the new Tivo is (for most of us who are fortunate enough to not be blighted by the reboot problems etc. it's just great) as the vast majority of people can get Sky in this country and a significant minority cannot get Virgin so they are fighting a tough battle albeit with some great weapons (Tivo :up: being one of them IMHO).

    Good luck and I hope your able to get a working Tivo and some sort of recompense for what sounds like an unpleasant "guinea pig" experience.
     
  12. richw

    richw New Member

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    Jul 27, 2002
    Bath, UK
    You can't rule out the possibility of two faulty boxes. However it's been stable for the last 22 hours or so, despite absolutely nothing changing at this end, and nothing happening at the other end according to what the engineer has been told.
     
  13. Digital Fanatic

    Digital Fanatic Virgin Media Staff

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    Feb 16, 2011
    Sorry to hear this has been happening Rich. Have the team been unable to pin point the cause?
     
  14. richw

    richw New Member

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    Jul 27, 2002
    Bath, UK
    Thursday they thought it was a card pairing issue so got the engineer to replace the card. Friday they thought it was an account issue so got him to tell me to wait until today. Today they think it'll be fixed by the new software release on Thursday.

    "Clutching at straws" springs to mind :)
     
  15. laurence@key2.co

    laurence@key2.co Loz

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    Jun 17, 2007
    Croydon
    You really are full of cr@p lately Carl. You know perfectly well what he meant.
     
  16. Digital Fanatic

    Digital Fanatic Virgin Media Staff

    115
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    Feb 16, 2011
    :)

    Is it still stable now? I think the techs are going through everything one by one and eliminating anything that could be causing it... I'm guessing your power levels are spot on?

    BTW, it sounds like you've been very patient. I'm sure VM appreciate that. I hope it gets sorted for you mate.
     
  17. richw

    richw New Member

    179
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    Jul 27, 2002
    Bath, UK
    Only one reboot since Saturday evening that I can spot, although I'm not aware of anything having been done to fix it, and neither was the engineer from what he's been told.

    Power levels were stable at 47whatsits at installation, when the box was replaced, and again when the card was replaced. Both engineers who've been on site recently stuck a meter on the line and pronounced it fine.
     
  18. andyfoxccp

    andyfoxccp New Member

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    Apr 8, 2004
    Surely the logs within the Tivo give some indication as to why it is rebooting OR a diagnostic mode can be enabled to do so. Have they considered a recable to your house yet?
    Are you very close to the distribution cabinet or a long way away - I have problems from time to time with the older V+ box with picture break up , and last engineer realised it was because too high signal because the distribution box is almost outside house, so where previous engs had been removing attenuators he put in a much bigger one and to date has been much better, and seems to be a stable Tivo install as well.
     
  19. richw

    richw New Member

    179
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    Jul 27, 2002
    Bath, UK
    No idea where the cabinet is, which probably means it isn't very close. Signal levels are apparently spot on.

    The broadband comes in to the house on the same cable before it's split and that's perfectly stable. According to the engineer you'd see more signal drops and loss of picture if the cabling was bad, rather than out and out reboots.
     
  20. richw

    richw New Member

    179
    0
    Jul 27, 2002
    Bath, UK
    Still rebooting, just not as often. Tonight it rebooted during No Ordinary Family losing 5 minutes or so.

    I'm going for one last ditch attempt to get something sorted before the end of the 28 day get-out clause in the contract on Friday. I don't want to have to go back to Sky, but if needs must...
     

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