Forum Discussion

Rimmer100's avatar
Rimmer100
Dialled in
6 hours ago

Renewed contract in June but sent an updated one with changes at the end of the month

I was coming to the end of the 18 months and used the online service to renew for another 18 months. I signed up on 2nd June and was sent the pre contract agreements.

It said:

  • M250
  • Mixit TV
  • Line rental and Weekend chatter

As my parents are also going through this I checked my Virgin email today (actually an Ntlworld account) to see what it says and saw a new contract had been issued on 30th June. Although the price was the same the content had changed to:

  • Broadband Installation, M250
  • TV Essentials, Virgin TV 360
  • Line rental and Weekend chatter

Firstly I didn't ask for a contract change so I'm not sure why this has been sent out. I have a V6 box which currently has various recordings on it that I don't want to lose so haven't yet upgraded it to TV 360 (from what I've seen the interface is worse than the current Tivo one). Also my understanding is that TV Essentials has fewer channels and also doesn't allow recording?

I'm trying to start a support call via WhatsApp but that doesn't appear to be working.

Is this a forced downgrade or am I still getting what I agreed to on 2nd June and this is just to update the packages to what they are now called on the VM systems?

5 Replies

  • nigelss's avatar
    nigelss
    Up to speed
    4 hours ago

    It might take a day or two, but given the type of query I imagine the very helpful forum staff will post here to get in touch with you and sort things out.

    What is the contract start date on the new one, and is it for the period you expected? If it is for 30th June you might still be in the cancellation period. If so and all else fails you could cancel it to avoid having unwanted changes forced on you, and find out more before trying again.

    As regards 360 vs V6 Tivo, for me, it has to be Tivo by a mile! There are other threads here that list the pros and cons. To give a couple of examples, with Tivo you can undelete recordings deleted by mistake, and set up your favourite channels for the TV Guide. Loads more I cannot think of right now! Just in case you don't know, 360 and V6 Tivo both use the same TV box so if you already have one running Tivo it is just a firmware/software update. VM send you a new much more simple remote control and once you get it you trigger the update. Not for me though.

    There might be some confusion about the Essentials package and recording. You would not be able to record the channels if supplied as part of a Flex TV package because the box supplied doesn't record anything period. As supplied  in your package I wouldn't have thought there is a problem.

    Whatever you do, it might be a good idea to record any calls and save any chats for later reference. If recording a call, you are legally required to let them know so don't forget to mention that sometimes you record your calls to make sure you're getting the best service possible!

    I hope all goes well getting it sorted one way or another.

    • Rimmer100's avatar
      Rimmer100
      Dialled in
      2 hours ago

      Thanks for the response. Yes my V6 has had the option to upgrade to 360 for a while but once I found out it would wipe everything (and how much worse it is) I haven't hit that button.

      The new contract information sheet is dated 30th June - my original 18 month finished in the middle of June which is why I'd sorted it out by 2nd June when I used the option to sign up again from my online account.

      Hopefully the forum team will come along or I'll have more luck with customer service tomorrow.

    • japitts's avatar
      japitts
      Very Insightful Person
      46 minutes ago

      Just in case you don't know, 360 and V6 Tivo both use the same TV box so if you already have one running Tivo it is just a firmware/software update

      Converting from TiVo-firmware to Horizon (TV360) firmware is a disk reformat and complete software reinstall. The process is completely voluntary, unless you move to a package with elements that TiVo doesn't support - namely Paramount+ or Disney+

      Whilst your package change comes with the statutory 14days "change of mind" right of cancellation, that doesn't apply to a TV360 conversion - that's irreversible.

      TiVo is very recording-centric with streaming added. TV360 is very online/OnDemand centric with recording added.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 hours ago

    They are downgrading your V6 to 360, and downgrading your TV to the Basic, probably hoping you won't notice. 

    If a VM person doesn't come on here very soon to put this right, you will have to protect yourself by cancelling with the 14 days limit. 

    Let's hope it doesn't come to that. 

    • Rimmer100's avatar
      Rimmer100
      Dialled in
      2 hours ago

      This is what I thought. It was just pure luck I checked that e-mail account today. The Virgin Bills are the only things that go to it so I don't check that particular folder that it goes to.

      It looks like I've probably got a week to try and get it sorted before having to use the cooling off period!