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  • FIRST POST
    • Wayne's Woes
    • By Wayne's Woes 7th Apr 18, 7:40 PM
    • 34Posts
    • 3Thanks
    Wayne's Woes
    Virgin V6 box no on on demand or catch up
    • #1
    • 7th Apr 18, 7:40 PM
    Virgin V6 box no on on demand or catch up 7th Apr 18 at 7:40 PM
    Recently received our free upgrade with a Virgin v6 box. Set up was fine and we receive all the channels, but cannot get Catch up or on demand. We have rebooted and run the relevant test to make sure we are connected to the internet. Still no success. Virgin want 30 for an engineer to come out which is ridiculous, especially as we were receiving Catch up and On Demand on old Virgin box. Any ideas what else we can try.
Page 1
    • Ash Pole
    • By Ash Pole 7th Apr 18, 8:08 PM
    • 81 Posts
    • 9 Thanks
    Ash Pole
    • #2
    • 7th Apr 18, 8:08 PM
    • #2
    • 7th Apr 18, 8:08 PM
    Have you tried the help forums on the Virgin website? There is a query there identical to yours (maybe it is yours!).

    http://community.virginmedia.com/t5/Virgin-TV-V6/bd-p/Virgin_TV_V6
    • cjv
    • By cjv 7th Apr 18, 8:27 PM
    • 256 Posts
    • 133 Thanks
    cjv
    • #3
    • 7th Apr 18, 8:27 PM
    • #3
    • 7th Apr 18, 8:27 PM
    I thought Virgin offer repairs etc at no cost to their customers?

    We have never had to pay for an engineer to attend when we had problems with our broadband and tv on several different occasions over the years.
    • DCFC79
    • By DCFC79 7th Apr 18, 8:59 PM
    • 32,584 Posts
    • 20,502 Thanks
    DCFC79
    • #4
    • 7th Apr 18, 8:59 PM
    • #4
    • 7th Apr 18, 8:59 PM
    I thought Virgin offer repairs etc at no cost to their customers?

    We have never had to pay for an engineer to attend when we had problems with our broadband and tv on several different occasions over the years.
    Originally posted by cjv
    They do, maybe the rep the OP didnt understand the request from the OP.
    • donnac2558
    • By donnac2558 8th Apr 18, 10:37 AM
    • 2,541 Posts
    • 2,159 Thanks
    donnac2558
    • #5
    • 8th Apr 18, 10:37 AM
    • #5
    • 8th Apr 18, 10:37 AM
    They do, maybe the rep the OP didnt understand the request from the OP.
    Originally posted by DCFC79
    Agree, totally free for repairs.

    Also, on money saving when the info about the new replacement of V6 Boxes announcement, it said that you could get an engineer free to install. Now, this is back February, so I phoned up that day to ask a few questions, mentioned this site and asked if an engineer was free? He asked if I had received an email about the swap? No, just wanted to ask a few questions? Put me on hold for less than 30 seconds and bang engineer totally free to install and out in a few days. Now, trying it through the link on the Virgin site it was charging me for the V6 box upgrade. That was why I phoned in the first place as in their announcements it was free.

    Here is the link from Money Saving News and go down to Still Want To Upgrade and it says engineer Free.

    https://www.moneysavingexpert.com/news/broadband/2018/01/virgin-media-customer-heres-how-to-bag-a-free-upgrade-to-its-top-of-the-range-tv-box---but-check-youre-on-the-best-deal-first
    Last edited by donnac2558; 08-04-2018 at 10:40 AM.
    • OnMyTodd
    • By OnMyTodd 8th Apr 18, 11:47 AM
    • 27 Posts
    • 5 Thanks
    OnMyTodd
    • #6
    • 8th Apr 18, 11:47 AM
    • #6
    • 8th Apr 18, 11:47 AM
    We had our V6 free upgrade box delivered as Virgin wanted 30 for someone to come and install it as an existing customer and they would not budge on this issue. All seemed to be going well when we installed the new box but have been unable to receive On Demand of Catch Up TV. We have phoned Virgin but they have run tests and say it is OK which it is not. They still will not send an engineer out to us to investigate so we are stuck. We received both on demand and catch up with our old box so the V6 box has made matters worse rather than any improvements.
    • googler
    • By googler 8th Apr 18, 12:40 PM
    • 14,827 Posts
    • 9,729 Thanks
    googler
    • #7
    • 8th Apr 18, 12:40 PM
    • #7
    • 8th Apr 18, 12:40 PM
    Are you connecting to your router via Ethernet cable or WiFi?
    • OnMyTodd
    • By OnMyTodd 8th Apr 18, 1:19 PM
    • 27 Posts
    • 5 Thanks
    OnMyTodd
    • #8
    • 8th Apr 18, 1:19 PM
    • #8
    • 8th Apr 18, 1:19 PM
    We are connected to the router by an Ethernet Cable. We do not have a Smart TV.
    • Enterprise 1701C
    • By Enterprise 1701C 8th Apr 18, 3:23 PM
    • 20,053 Posts
    • 213,115 Thanks
    Enterprise 1701C
    • #9
    • 8th Apr 18, 3:23 PM
    • #9
    • 8th Apr 18, 3:23 PM
    Are you sure the cable is OK? Is it fully plugged in?

    I find this charging for an engineer very strange.

    We called out an engineer as we were having problems with the router and the old tivo. He replaced the router but appeared to know nothing about the tivo problems, but he still replaced it with a V6 box, no problem.

    All this for no charge.

    I suspect they might charge if the problem is caused by yourself, or you just want something moving?

    It was very funny one time when we rang to quibble, VM said if we moved to another company we would have to pay to have an engineer out if there was any problems. Our reply was we would not, they said we would and we stopped the argument there and then by informing them that we are telecoms engineers. Totally takes that argument away from them, for us anyway.
    Last edited by Enterprise 1701C; 08-04-2018 at 3:31 PM.
    What is this life if, full of care, we have no time to stand and stare
    • custardy
    • By custardy 8th Apr 18, 5:40 PM
    • 34,018 Posts
    • 28,924 Thanks
    custardy
    main likely culprit is your ethernet cable.
    I expect VM have run tests and find no issues with your account/equipment. So the charge will be if the fault is down to your equipment.
    • bingo bango
    • By bingo bango 9th Apr 18, 1:27 PM
    • 2,493 Posts
    • 1,682 Thanks
    bingo bango
    I had a similar issue. It took two goes with resetting the box to get it to pick up the OD and catchup services. I would run it a couple of times again just to try and force it.
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