Forum Discussion

CongoBlue's avatar
CongoBlue
Joining in
4 days ago

Contract renewal - stream box not delivered

Hello,

I recently agreed a contract renewal with the retentions team. Part of this deal was to swap my existing additional v6 box for a stream box, plus add one more stream box, for a total of 1 main v6 box, and 2 stream boxes.

Only 1 stream box was delivered, and the order shows as completed, with no sign of the swap of the additional v6 box for a stream box. I followed up with live chat, and they said it would be delivered "in a few days". Nothing has since been delivered. I raised a complaint regarding this last week, but I have not had a response.

I was careful to confirm and double check all details of what I was agreeing to, and I have a record of the conversation which was over WhatsApp.

Is anyone from VM able to look into this for me?

Thanks!

1 Reply

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    4 days ago

    Hi CongoBlue 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with a missing stream box ordered on your renewal. 

    Depending on how the complaint was raised will depending on the response time. We always aim to resolve complaints in the first instance and respond within 7 days, but this isn’t as quick as calling us, as the agents can speak and resolve the complaint on the call with you at the time. 

    In some cases, it can take up to 28 days. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve.

    We can take a look at our side to see what's occurred on the account for you. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.