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CraigStanfield's avatar
CraigStanfield
Tuning in
21 days ago
Solved

Been waiting over a month for my 360 package

So I decided to upgrade all of my package a bit over a month ago. I got the remote control through my letterbox within a week of this but a month later I still have not received my box and router. I have had no emails saying when it will be delivered or anything like this. Is this normal? I tried to go onto the help service and have tried this 3 times now. the last time i actually got through to someone who asked me for letters from my security question. I tried this but seems i did not have this correct. I was told i could set this up and they gave me a link. I followed it couldn't find where to do this and then was unable to go back into the chat from my mobile (it closed it).

Overall this is just ridiculous. Even a simple question like how long does it take to arrive? Would I have had an email on when it would be delivered? they couldn't answer these questions. I realise i am paying less now but where the hell is my damn package, how long should I be waiting? Why did my remote control come through the post but nothing else has? 

As I can tell this has been extremely frustrating, all I want to know is where it is and is it normal to wait over a month for this to arrive. 

I'd also like to review my security question and change (though that of course is not going to make my package arrive quicker!). when asked this i was certain i had it correct but apparently not. I also tried one i use sometimes but this wasn't right either. 

  • japitts's avatar
    japitts
    21 days ago

    I got the remote control through my letterbox within a week of this but a month later I still have not received my box and router

    A few bits in here - for clarity, TV360 is not part of your package although VM sales can sometimes suggest the opposite.

    It sounds like you currently have a V6 (which runs TiVo-software) and have accepted an offer to migrate the software on this box to Horizon - which VM market as TV360. This is completely separate & independent from your new package bundle, although I'd assume conducted during the same conversation.

    A TiVo-box (easily confused with TiVo-software) is physically swapped out for a TV360 box, but a V6 isn't - you receive the remote, you have a short time to instigate the software conversion yourself before it's done for you. The box is reformatted to remove TiVo-firmware, Horizon is reinstalled in its place, and the same box begins a new life as TV360.

    You can check which box you have, via the photos on the following page - https://www.virginmedia.com/care/tv-fault/which-tv-box

     

7 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    21 days ago

    Hi CraigStanfield 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your package and some additional equipment. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

    • CraigStanfield's avatar
      CraigStanfield
      Tuning in
      21 days ago

      Hi Sabrina,

      Thanks for replying. Is it normal to be waiting this long and not having any emails about when the items will be delivered? I have checked for this email rigorously on a regular basis including spam folders. I did manage to go through help before but i was unable to pass the security as i seem to not know my secret. I have tried unsuccessfully to change this but either way i was unable to return to the chat after logging in to ask the helpful lady to point out where this is as i could not see it and so i will fail again with this.

      This saga has dragged on usually virgin have been very good. I've been a customer for 10 years...

      It just seems to be a lot of hassle for what is a general question on how long these items usually take to get delivered and if there is a delay or something at the moment. How long should i give it?

      How am i supposed to clear security when I cannot amend or check the data being asked of me. 

      I have a degree in software engineering and I'm struggling. Heaven only knows what other people of my age group (I'm 57) are handling this process!

      thanks

      Craig

       

  • japitts's avatar
    japitts
    Very Insightful Person
    21 days ago

    I got the remote control through my letterbox within a week of this but a month later I still have not received my box and router

    A few bits in here - for clarity, TV360 is not part of your package although VM sales can sometimes suggest the opposite.

    It sounds like you currently have a V6 (which runs TiVo-software) and have accepted an offer to migrate the software on this box to Horizon - which VM market as TV360. This is completely separate & independent from your new package bundle, although I'd assume conducted during the same conversation.

    A TiVo-box (easily confused with TiVo-software) is physically swapped out for a TV360 box, but a V6 isn't - you receive the remote, you have a short time to instigate the software conversion yourself before it's done for you. The box is reformatted to remove TiVo-firmware, Horizon is reinstalled in its place, and the same box begins a new life as TV360.

    You can check which box you have, via the photos on the following page - https://www.virginmedia.com/care/tv-fault/which-tv-box

     

    • CraigStanfield's avatar
      CraigStanfield
      Tuning in
      20 days ago

      It does seem that i have a v6. I got an email from VM a few weeks ago on how to use the remote but it did nothing at all. I will look again when i am home from the office tonight and try again.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        20 days ago

        Hi CraigStanfield​ 

        My linked post <Here> shows you how to change your security question,  This is actually your telephone password, also sometimes referred to as memorable word,

        It seems odd that the V6 box hasn't updated/migrated to a 360 box already, as the process is usally automatically completed around 5 days after you receive the remote control.

        There should be instructions printed on the inside lid of the box that contained the 360 remote. I've posted a picture of the instructions below.

        There is also a youtube video <Here> showing how to migrate from V6 to 360. 

         

  • CraigStanfield's avatar
    CraigStanfield
    Tuning in
    19 days ago

    So I got in last night and tried to switch on my box it was off (I haven't used it for a few weeks) it did the welcome and switched off again. i switched off unplugged waited plugged back in and it did the same. So I googled this and i needed to do a hard reset. After the hard reset the box finished with the update it had done and i now have the 360 box working with the new remote. Thankyou all for help figuring this out!