Forum Discussion

Raspberry's avatar
Raspberry
Joining in
4 days ago

Should Internet be Included?

Hi,

I'm just posting this on behalf of my elderly mum. She's not very tech-savvy.

She's been with Virgin Media for about 30 years. She's had a TiVo box for about 12 years and has a landline although she's never had broadband internet. (And has always said she's not interested to be fair, although she's had a smartphone for 3 years and generally does ok with it).

I've logged in to her account. On View Bill it shows 'This Includes: Telephone Line Rental, TiVo Monthly Fee, Talk More Anytime, Maxit TV'. She's paying £68.26 p/m.

Under 'Your Account' > 'Your Package' it shows 'Talk More Anytime - Included, Maxit TV - Included, M50 Fibre Broadband - Included'. The broadband definitely says 'Included' and has a green tick.

There's definitely no WIFI router in her house. From a bit of Googling, I know you can't sign up for TV without broadband now. Although she says she doesn't want the internet, apps on the TiVo are starting to be unavailable (No BBC iPlayer, no ITVX). She does like being able to record programmes, but there are times she's missed something and would like to watch on iPlayer (On the TiVo you could get catch up services over coax rather than needing a separate internet connection). I'm thinking that if the internet was available she could use the smart TV apps or me get her a firestick. She's had emails trying to push her towards a 360 box, but I know that you can't record on the standard box and it's internet only.

The question then is should internet be included in the current price based on the above account details, or would it be extra? Would it be a new underground cable next to the TV/telephone cable, then bringing in to the house? Any other help/advice appreciated.

Thanks.

2 Replies

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

    Hi Raspberry, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there's been some confusion. We did used to offer TV and Phone packages for customers as the TiVo box doesn't rely on a Virgin Media broadband connection. Our latest boxes, the V6, 360 and Stream do. 

    The TiVo box has been discontinued and we're withdrawing support for it so this would be why your mum is finding that apps are becoming unavailable. She will need to look at upgrading her box. If she would like internet, then the team can arrange an installation of this. If she doesn't, when upgrading the box, she will be given a connection to allow the 360 box to work, but it won't provide any internet for other devices. 

    The 350 box is a box that is capable of recording on. The only non recordable box we have is the Stream box.

    If the account is in your mums name, she would need to reach out to us herself in order for us to do the upgrade, as account changes are something only the account holder can do. 

    Many thanks, 

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      3 days ago

      This connection to allow the 360 box to work: is it only for the duration of the contract and thus subsequently has to be paid for as a broadband/TV bundle.