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kingbenryi's avatar
kingbenryi
Tuning in
6 days ago

Losing my mind with Virgin...

OK so here is my story.

I called in November as I wanted a streaming box for a new kids room we are setting up. While on the call I was told I could upgrade my Internet speed for the same price (great!). I was also told I had to upgrade my Virgin software and to do this I would need a new remote. Again this was free so no problem. I can look at upgrading in the new year once I've watched all of my Christmas recordings.

Anyway fast forward a few days and my kit finally arrives. I get a box that says 'Stream' on it, but when I open it, it has 3 wires and a plug in it. No actual stream box and no tv remote.

This isn't an issue as the kids room isn't going to be ready for a few weeks and I don't want to update the TV software yet anyway. I call Virgin though, just so the kit can get sent to me. They apologise and resend the kit.

Now, I wake up the next morning to find my TV is on and has auto updated. This occurs because the delivery was marked as complete, so Virgin remote updated my TV. This means that all of my recordings have gone and also means that I cannot watch my TV as the old remote does not work.

I call Virgin about this. They send another stream box and remote. I wait 1 week. It does not turn up.

I call again and finally get through to someone who seems to understand. They say for some reason the contract upgrade was done wrong and the orders keep getting rejected. They can send the remote now and override any rejections. Again no tracking is sent and 1 week later I still don't have the remote and can't use my TV.

I called again just now but honestly, I don't have the will to live any more. The call centre staff don't seem to understang the problem.

Can anyone help? Honestly if it wasn't Christmas I would leave, but my family can't be without TV and internet over Christmas. I have 2 young girls and that would be a nightmare.

Please Virgin. I am a long time customer. Please help me resolve this.

If this is not resolved today I will be putting in an official complaint with the ombudsman

 

 

 

complaint

2 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    6 days ago

    Hello kingbenryi,

    Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing with your TV service at the moment, and that you've been upgraded without your knowledge or consent. Just to let you know from the start that you won't be able to get the recordings back, the box has been wiped as japitts stated. We will also not be able to return you to the Tivo/V6 service once the upgrade has gone through. I would be happy to look further into this for you.  However, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L

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

    If this is not resolved today I will be putting in an official complaint with the ombudsman

    Just to make you aware, the Ombudsman only accepts individual complaints that meet one of 2 criteria...

    1: They have been raised through VM's formal process and are unresolved after 8weeks

    2: They have been raised through VM's formal process and are deadlocked.

    Your references to TV upgrades and suchlike, sound like you've been migrated from TiVo/V6 boxes to TV360, which is a total change of TV box software. Hence the recordings having been wiped, and your TiVo/V6 remote no longer works. Whilst conversions to TV360 remain completely voluntary, many CS agents will offer it as part of contract renegotiations - the process should still be explained to you.

    Hold on around here, VM forum staff should respond in a day or two, and should be able to assist further.