This has been going on for months apparently.
Sales team are persuading new customers like me to join on the promise of a proper TV box with record function.
I have wasted so much stress and time since my pack arrived with a stream box only and passed between multiple teams who really haven't got a clue .
This sounds like false advertising and I will be logging this with the ombudsman
When sales staff say that Stream records there are two reasons and both can be correct.
1. Some know they are lying but will do anything to get a sale.
2. Some think that Stream does record. In this case it's VM's fault for not communicating what Stream can and can't do.
The words "stream box" were never even mentioned on the sales call, only that I would receive a TV box !
Forum TeamHi rjtinsley 👋.
Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with a TV box, is this related to the Stream Box as part of your package? If so just to confirm the Stream box does not record, it has no hard drive inside it so the ability to record is not present. This is for all new customers only that your package will be supported by the Stream Box should you wish for TV services as part of the new Multiroom as no cabling is required to install them that comes from the outside to inside your home, only the source cable for your internet services.
If you wish to submit a complaint you can do so here 👉 Complain.
Stream box and how it works 👉 Stream
Multiroom 👉 Multiroom
If you wish to discuss further please do let us know.
Hi, please confirm how I can move this complaint to the next level . The person on phone would not explain this to me or offer me a written response which I need .
He insisted it was another team then just left me on hold
If that is the case then WHY have your sales team been promising a full TV box to potential new customers for at least the past 7 months and failing to mention it's stream only ???!!!
Forum TeamOur box is called the stream box, this should of been explained you can only stream from this, it's not for live TV.
Please remember you can remove anything from your package if you wished
I will be logging this with the ombudsman
You need to exhaust VM's formal complaints process first.
Any idea how to do this please? I received a letter saying call the helpline if not happy which I did. The person would not then give me any details or confirmation how to escalate it. Instead he put me on hold where I remained for over 30 mins .
VM sales are probably no worse than any other sales staff, it's all about getting the commission. You must get the full offer in writing before signing.
Until recently you could get a 360 box for an extra £50.
You have 14 days to cancel without penalty, so beware of offers to look into it or promises to phone back.
I had the same issue recently. The sales team are still misleading new customers that we get a TV box just to trick us into joining Virgin..
I'm being passed back and forth now between teams giving me different answers about getting a TV box. I will be going to the ombudsman
