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cabbey1975's avatar
cabbey1975
Joining in
2 months ago
Solved

Issues since joining Virgin Media

I had tv and broadband installed last week and have found that we can't have the 360 box, even though that was what was ordered. The engineer said they are discontinued, even though my day 1 check in email from Virgin Media tells me about all the benefits of my equipment - a 360 box! I want what I ordered and called customer service only to be kept waiting on the phone for over an hour, to be told we can't have one. Any ideas what to do now, as I really don't like the streaming box.

Secondly, we complained to the engineer who installed the box as the cabling that was done before the install is a real shoddy job. It looks so untidy on the wall, I could have done a better job myself. The engineer said he would escalate it to get it moved, but we haven't heard a thing yet. I'm not sure I can spend another hour on the phone, has anyone got an email address I can contact please?

It's not been a great start, and I thought Sky was bad!

Thanks all!

360
cabling issues
StreamBox
  • John_GS's avatar
    John_GS
    2 months ago

    Good morning cabbey1975 

    Thanks for posting. Welcome to both the community and indeed Virgin Media. I'm really sorry to hear of this experience, certainly not the ideal start at all. The default box we do now send is a Stream Box and not a 360 but it is concerning the documentation you've got shows the 360. Also apologies for the unhappiness at the engineers work. I'll send you a PM now and we can discuss further.

    Best wishes.

3 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    2 months ago

    I don't think VM is sending 360s out to any customers anymore. The only TV device being sent out now is the streaming box. 

    I suggest keeping your 14 day cooling off period foremost in mind here. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    There's no email address I'm afraid. Virginmedia make it difficult for you to complain. You may get an offer of help from a VM person on here, but if the 360 box can't be provided on your connection there is nothing they can do. 

    If you aren't happy with what they have provided you have 14 days to cancel without any penalty. You may have to remove the outside box yourself. 

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 months ago

    Good morning cabbey1975 

    Thanks for posting. Welcome to both the community and indeed Virgin Media. I'm really sorry to hear of this experience, certainly not the ideal start at all. The default box we do now send is a Stream Box and not a 360 but it is concerning the documentation you've got shows the 360. Also apologies for the unhappiness at the engineers work. I'll send you a PM now and we can discuss further.

    Best wishes.