Tried to add a TV package using my account everything accepted, T&C’s etc and got a date to go live. That date came and gone with no channels added, Virgin can’t seam to find the issue and engineer checked all my kit with no issues. On my TV in settings everything looks good all connected etc but using the app it has amber issue for tv ‘steam box has connection issues to hub’ however I’m streaming the free channels no issues any help. Reset everything as well still not worked
Hello diggerwalker,
Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your TV package via your stream box.
Did you upgrade via your online account and if so, when did you do this because it can take up to 14 days for any online package changes to be completed.
Kind Regards,
Steven_L
I have tried 3 times to get this package all 3 times it has given me a ‘live’ date which would of been a week or so after applying, then another 2 weeks after and nothing so given it plenty time. Engineer was out after the 3rd attempt and found no issues with the kit etc.. the online chat agents to be honest have been poor, keep giving me the run around, saying ‘we are looking into this’ or ‘ we have done a remote fix’ yet still no package. I’ am currently dealing with the complaints team over this and apparently 2 days ago they said an expert was dealing with it and to give it 8hrs for this and that was 48hrs ago. I can’t understand why I can stream free TV perfectly but on the app under TV has an amber connection issue but through the TV it is green ‘no issues’ clearly there is an issue and not with equipment but accounts even your TV expert Nigel sinfield found no issues via the engineer checking the equipment.
The team do not work over the weekend, so apologies if they've not responded within the 8 hours they advised and this has now gone through the weekend.
Can you just advise how you're streaming the free-to-view channels? Is this through the Stream box itself and if so, is your only concern with the amber warning that doesn't correlate to your experience?
