Impossible trying to get a clear answer from Virgin!

Question

My latest contract with Virgin stated on 3 June 2025. At the start of July, I received an email asking me to upgrade to 360 because my equipment was out of date. The new 360 remote duly arrived but would not pair with my old V6 box. I spent over an hour on a call with an agent from Virgin, during which I was told to reset the V6 box. This caused the box to crash and enter a "doom loop" of screens (Welcome / Getting started... / Deleting, sit tight this could take up to an hour). The agent eventually admitted defeat and said that I would get a new 360 box and that an engineer appointment had been scheduled for 29 July to install it, and specifically confirmed that there would be no additional charge.

Shortly after that call ended, I received a new, updated contract for a higher monthly payment amount. I can't get anyone (either on phone chat or web chat) to explain that to me.

I have also received a text saying that the engineer visit tomorrow has been cancelled and rearranged for a day when I am going to be away on holiday. I called 150 and was told it had been a "technical glitch" but that the visit was definitely scheduled for 29 July. I checked on my account and it said that I had no engineer visits booked, so I entered a web chat (over 90 minutes ago, and still going!), during which I've been told that it was rearranged for 30 July, 31 July, 4 August and now 11 August.

I've submitted online complaints but that can take 28 days to resolve. In the meantime, I have no TV service and a more expensive contract that the one I agreed to less than 2 months ago. How to I contact a real person at Virgin who can resolve this for me?

Akua_A · Answer

Hi jammumicmac&nbsp;
Welcome to our forums, and sorry to hear you have had unexpected changes to your contract as a result of a TV upgrade issue. We can understand your concern, and we want to do our best to help from here. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
Thanks,

newapollo · Answer

Hi jammumicmacSorry to see you are having problems with the migration to TV360.Which method did you use to reset the V6 box?There are a couple of things you can try to complete the process.&nbsp;Try turning off the V6 by the switch on the back of the box;&nbsp; then on the front of the box&nbsp;&nbsp;hold down both the standby/power button and the - (minus) button at the same time. Then turn on the box again whilst keeping hold of those buttons for a further 30 seconds.If the standby/power button and the -&nbsp; button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.You could also try the three fingered salute, which is switch off on the back of the box;&nbsp; then on the front hold down the plus, minus and standby/power buttons at the same time, and switch on again whilst keeping all three buttons pressed down.&nbsp;&nbsp;When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again.&nbsp;Some people with this error have also managed to perform the update by either removing the box from the mains for five minutes and trying again, or by deleting a few recordings to make more space and then trying again.If you do manage to migrate the V6 to become a 360 using the above process then make sure you remove the plastic tab from the back of the 360 remote so the batteries can touch the metal contacts in the remote control.&nbsp; It sometimes helps to have spare batteries as well in case those in the remote are not new or fully powered.&nbsp;

RFoxall · Answer

Hi. We are having box trouble and just wondered how you managed to speak to somebody about this. I have tried the helpline and seem to get nowhere, just sent texts to the website, which is no help. Any help would be greatly appreciated. Thanks.

David_Bn · Answer

Thanks for reaching out to us RFoxall, and welcome back to our Community Forums.
Sorry to hear that you're having issues with your set top box currently, can you please expand on this issue for us, so we can fully understand the fault that you're experiencing?
Thanks,
David_Bn

jammumicmac · Answer

Yes, I tried all of the above suggestions during a very lengthy call with a Virgin agent on 150.&nbsp;&nbsp;

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Impossible trying to get a clear answer from Virgin!

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