Virgin Media faults

InhaleMood

Hi,
I got VM around Christmas time, and since then had 3 replacement boxes. Do I have any right to cancel or do I just have to put up with it?!

[Deleted User]

You've had three replacements and you're on the fourth box? I don't know about cancelling, but I'd certainly be complaining.

What was actually wrong with the boxes?

InhaleMood

Yes, I'm due to get the fourth on a date tbc.
It just keeps restarting then taking ages to reboot.
I have complained, and they are very good at sending someone out and apologising, but how long until I can just call it quits?!

[Deleted User]

tanyasharma wrote: »

how long until I can just call it quits?!

You've signed a year-long minimum term. Do be aware that "faulty" boxes are not just thrown into a van and disposed of, they'll be checked for faults.

I do hope you are not simply complaining of "faults" in order to try and get out of the minimum term? This is very unlikely to work...

Moneymaker

tanyasharma wrote: »

It just keeps restarting then taking ages to reboot.

If more than one box exhibited this symptom, you've got a faulty mains supply. Maybe a worn 3-pin socket or a loose connection.

My neighbour had this - ignored the symptom, and his TV eventually went up in smoke! I did tell him to call an electrician but he ignored me, till it was too late.

[Deleted User]

Moneymaker wrote: »

If more than one box exhibited this symptom, you've got a faulty mains supply. Maybe a worn 3-pin socket or a loose connection.

The installer from Virgin should be checking for this, especially on the third re-install.
I'm not sure what Virgin will do if the mains is at fault, though. The OP certainly won't be able to cancel cable services.

jb66

Virgin aren't electricians. They won't check your mains

[Deleted User]

jb66 wrote: »

Virgin aren't electricians. They won't check your mains

They will if they keep having to re-install their "faulty" boxes. What they won't do is fix the problem if it lies with the domestic electricity supply. If the fault does lie with the customer, they won't be able to cancel their cable services outside of the minimum term. It's part of Virgin's terms and conditions that the customer provides a properly maintained electrical system.

InhaleMood

I don't want to have to cancel! I love the channels, have netflix through them so don't want that. However, it is really frustrating that it just turns itself off all the time.If it is their fault, i wanted to find out whethe I just had to put up with it for te rest of the term.

If it is possibly a fault with the electrics then I'll get it checked out but Virgin have actually been testing the box from their end before they send an engineer out, and have said there is a fault.

There are some real sceptics on here, just trying to get some advice. Thought that was what this website was for!

davemurgatroyd

tanyasharma wrote: »

I don't want to have to cancel! I love the channels, have netflix through them so don't want that. However, it is really frustrating that it just turns itself off all the time.If it is their fault, i wanted to find out whethe I just had to put up with it for te rest of the term.

If it is possibly a fault with the electrics then I'll get it checked out but Virgin have actually been testing the box from their end before they send an engineer out, and have said there is a fault.

There are some real sceptics on here, just trying to get some advice. Thought that was what this website was for!

Although Virgin can possibly determine whether the box is faulty from their end there is absolutely no way that they could determine what has caused the box to go faulty - so that really has no bearing on whether you have a faulty mains supply or not. For 3 boxes to go faulty without some problem at your end does seem highly unlikely although not completely impossible.

[Deleted User]

tanyasharma wrote: »

I don't want to have to cancel!

You don't have to, but obviously Virgin need to get to the bottom of the problem rather than simply exchanging boxes each time you complain. Sorry if I was cynical, it did sound from your posts rather like you were looking for a way out of the minimum term.

It's certainly in Virgin's interests to get your service up and running properly.