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Virgin TV - broken box

  • 19-12-2016 12:55pm
    #1
    OneOfThem Stumbled
    Registered Users, Registered Users 2 Posts: 934 ✭✭✭


    What's the best way to get Virgin to replace a set top box that is not working correctly? It plays television, but crashes, jumps channels and cannot record.

    Last time I rung up to complain (which was a couple of years ago) after waiting forever to get through to customer support I was told to free up space on the hard disk of the box. Attempting to persuade the phone operator that the box needed to be replaced was useless. I've limped on since then... dealing with the 5 minute cool-down time after crashes, the lack of any recording device, and the infuriating channel skipping, but would prefer to get the thing replaced (or perhaps move company). What would be the best way to persuade a call centre to send replacement hardware?


Comments

  • #2
    Vic_08
    Registered Users, Registered Users 2 Posts: 3,080 ✭✭✭Vic_08


    OneOfThem Stumbled wrote: »
    What's the best way to get Virgin to replace a set top box that is not working correctly? It plays television, but crashes, jumps channels and cannot record.

    Last time I rung up to complain (which was a couple of years ago) after waiting forever to get through to customer support I was told to free up space on the hard disk of the box. Attempting to persuade the phone operator that the box needed to be replaced was useless. I've limped on since then... dealing with the 5 minute cool-down time after crashes, the lack of any recording device, and the infuriating channel skipping, but would prefer to get the thing replaced (or perhaps move company). What would be the best way to persuade a call centre to send replacement hardware?

    Try the VM forum on boards, at least it is staffed by people who have some grasp of English.

    http://www.boards.ie/vbulletin/forumdisplay.php?f=1546


  • #3
    colm_mcm
    Registered Users, Registered Users 2 Posts: 73,520 ✭✭✭✭colm_mcm


    Tell them it's getting really hot sometimes and you're afraid it'll go on fire.


  • #4
    ben.schlomo
    Registered Users, Registered Users 2 Posts: 12,397 ✭✭✭✭ben.schlomo


    Got a box replaced a couple of months back, go to the chat section of their website during business hours and just tell them everything there. They'll eventually arrange for a technician to come out and he should replace it no questions asked, that was my experience.


  • #5
    beertons
    Hosted Moderators Posts: 23,210 ✭✭✭✭beertons


    ben.schlomo wrote: »
    Got a box replaced a couple of months back, go to the chat section of their website during business hours and just tell them everything there. They'll eventually arrange for a technician to come out and he should replace it no questions asked, that was my experience.

    Everything said here.

    I had a replacement delivered in 4 days.


  • #6
    theteal
    Registered Users, Registered Users 2 Posts: 7,593 ✭✭✭theteal


    Tell them you want to cancel (and be prepared to) and they'll quickly provide an upgrade

    This should be done every year/contract period


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  • #7
    ellobee
    Registered Users, Registered Users 2 Posts: 366 ✭✭ellobee


    What's the best way to get Virgin to replace a set top box that is not working correctly? It plays television, but crashes, jumps channels and cannot record.

    Its NOT broken, thats normal for VM set top boxes:D


  • #8
    SteM
    Registered Users, Registered Users 2 Posts: 7,037 ✭✭✭SteM


    Tell them you're leaving for Sky. You'll get a box replacement and a discount.


  • #9
    ben.schlomo
    Registered Users, Registered Users 2 Posts: 12,397 ✭✭✭✭ben.schlomo


    ellobee wrote: »
    What's the best way to get Virgin to replace a set top box that is not working correctly? It plays television, but crashes, jumps channels and cannot record.

    Its NOT broken, thats normal for VM set top boxes:D

    Just do as i said above, be persistent and theyll listen.


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