Users of Virgin Media’s TiVo set to box have been venting their frustration after the company’s shiny new box failed record series links on Saturday.
Posts in Virgin Media’s support forum blame the failure on an EPG update which has left the device unable to ‘see’ that programmes exist within the guide.
As a result customers have missed episodes of shows they’d trusted the TiVo to record.
The company recently stepping up its advertising for the TiVo service, touting its ability to record three shows at once as a major improvement over existing digital recorders.
Virgin Media has already drawn the ire of some customers after they discovered basic features such as BBC Red Button and programme reminders were absent from the new device.
Despite these ‘missing features’ Virgin Media initially advertising the new TiVo as offering all the same features as their ageing V+ PVR.
The text on Virgin Media’s sale site has been discreetly modified but not before a number of unhappy customers contacted the Advertising Standards Authority over what they saw as misleading claims.
The ASA have previously confirmed to us that Virgin undertook to voluntarily amend the claims without the need for formal action by the watchdog.
A Virgin Media support worker has advised forum users: “we have had people working on this over night and we are awaiting further information from TiVo to say this should be fixed, once I have more information I will post on here.”
While the outage has broken the spell for some TiVo uses, here at seenit.co.uk we were already deeply unimpressed with the box.
In response to growing calls for a resolution, one Virgin media team member posted: “the fix has not gone through yet, we need to get access to some servers to do this, we are trying our best to do this today, but as it is Sunday this may not be possible, therefore it may be tomorrow morning before this is fixed.
“It has been escalated up the chain and we are working on getting access, therefore there is nothing further we can do at present, as soon as I have more information I will update on here.”
At 14:53 on Sunday users were told by a Virgin support operative: “Hi all, nothing further to report, I suspect this will not be resolved until tomorrow now, I finish at 4 and I am back in tomorrow at 8, again working the forums, so I will be chasing this first thing if still not fixed.
My colleague will be on the forums tonight, if he gets any further information he will post on here, if not, there will be no further updates until tomorrow morning.”
UPDATE 3: 17.54 – Users on Virgin Media’s forums report that series links are returning after they carried out a forced connection to the cable co’s network.