Forum Discussion

kevcopp99's avatar
kevcopp99
On our wavelength
2 days ago

Urgent help required

My daughter signed uo to Virgin as new customer. As this  has recently become available in her area.cancelled her SKY package .but after the engineer drilled holes etc etc all she got was a tiny steaming box.this was NOT what was requested nor was i what she was promised on the phone to virgin ? Specificly asked for a recordable box such the 360..Now after complaing to customer services 3 calls & over 2 hours arguing .Virgin have disconnected ALL services leaving her with no internet or Tv . Said they wont send out a new box or anything 

What can we do to resolve this as you can imagine its very upsetting 😭 

33 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 days ago

    If it's only recently become available in your daughters area then it is more than likely a full fibre connection.  

    The Stream (Flex) box became the default TV choice for all of VM's new customers around 8 or 9 months ago. 

    If you use the online postcode checker to confirm that VM can provide a broadband service at your daughters  installation address https://www.virginmedia.com/broadband/postcode-checker  does it offer up to a 2 Gig connection amongst the various broadband options? 

    If so then that is in one of the current expansion areas which only supplies a full fibre connection for new customers. In those areas then only IPTV is available via a Stream box.

    VM's recordable TV set top boxes (TV360) only work on the older DOCSIS cable network which uses coaxial copper cables to carry both the linear broadcast TV channels & the DOCSIS internet. The 360 box carries a £49.99 activation fee, and can only be ordered by contacting the sales team on 0800 183 1234.  Any additional boxes would be the non recordable Stream boxes.

  • kevcopp99's avatar
    kevcopp99
    On our wavelength
    17 hours ago

    Thank for your reply but i dont really understand what much of yhat means though.ive used the postcode checker and all it says is virgin is available at that address.along with various packages.i guess defending on viewing preferences? See 1 gb mentioned a few times .but thats as much as i know .?

      • kevcopp99's avatar
        kevcopp99
        On our wavelength
        16 hours ago

        All very well yo day this but because Virgin have messed this up Sky are now asking for £100 reconnection . The whole thing has been a disaster 

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    17 hours ago

    eHi kevcopp99 👋.

    Thanks for reaching out to us, sorry to hear of the confusion with a package that your daughter signed up to. For new customer deals we no longer provide the Virgin 360 box and the customer is always provided with the Stream box. We are sorry that this has caused upset and confusion and should of been advised at the point of sale. 95% of all viewing material is available on Catchup and OnDemand.

    Sabrina

    • kevcopp99's avatar
      kevcopp99
      On our wavelength
      16 hours ago

      Thanks but This was NOT made clear at point of sale . The only reason she got her SKY box removed so she could have the same capability to record as normal.catch up & on Demand is not really a very good option anyway as not everything is available and often only for a limited time.job requirements and personal life makes a recordable box much easier .the very same ad i have in my house. Like i said now shes left with no service at all and now this has cost money too nit mention the distress and upset .surley there must be something Virgin can do to rectify this . please advise. 

  • kevcopp99's avatar
    kevcopp99
    On our wavelength
    16 hours ago

    Its also left me in a difficult situation simply because Virgin eont discuss this issue with me as i am not the account holder. Which in all fairness i can understand fully. My daughters working hours are such that it not possible to communicate during normal office hours too plus the fact that having no internet access dont help. She already has Virgin phone that is rapidly running out of data allance too  the whole situation has turned t8 be a mees .just need this sorted out please 

    Thanks 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      16 hours ago
      kevcopp99 wrote:

      Virgin eont discuss this issue with me as i am not the account holder.

      This is normal for VM or any ISP.  You need to find out which infrastructure you are on as suggested by newapollo​   If you are in the old cable areas, you "should" be able to request a 360 for an additional payment.  If you are in the new Nexfibre XGS-PON areas, then you can't The 360 box requires a co-ax cable to deliver the TV signals, hence only available on the older cable areas.

      If it's a newer area, the Hub will be a Hub 5X and will be a fibre only connection, i.e. no thick co-ax cable connection.

      • kevcopp99's avatar
        kevcopp99
        On our wavelength
        14 hours ago

        Have no idea .and do not know how to find out ? 

  • RetiredATCO's avatar
    RetiredATCO
    Superfast
    14 hours ago

    What service does it show on her order and what type of external cable and internal connections were installed?

    I very much doubt there can be any satisfactory resolution with VM under their latest new customer policies.

    • kevcopp99's avatar
      kevcopp99
      On our wavelength
      14 hours ago

      What that's disgraceful 

      Do know one more thing i posed as a new customer giving same potscode as my daughter's house . They told me quite clearly that if course its possible to have a 360 recordable box at this address only one small snag . there's a one off £49.99 fee  so again cannot understand Virgin saying she can't have this box .do not know what type of cables were installed? Nobody actually said? 

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        13 hours ago

        Using your daughters postcode can she get the 2Gb service from VM?  If so that’s a Nexfibre area and does not support a 360 box.

    • kevcopp99's avatar
      kevcopp99
      On our wavelength
      8 hours ago

      Would like. To know what these new policies are? If its to make things more difficult with  little or no support then its definitely working well .i feel I'm no longet a valuable customer just a bloke that pays up up  . I've been loyal definitely not returning in my favour tho 

  • kevcopp99's avatar
    kevcopp99
    On our wavelength
    8 hours ago

    Got to confess I'm no tech genius here all i know is ive had virgin before it was even Virgin . United artist,ntl .Telewest/blueyonder. Many yrs I've Never ever had a problems in fact nothing but good service that's until recently helped me out more often than not even now have virgin mobie since joining with O2 not he same either ? In my own dumb way thought tech made things easier .but now more difficult.at my age ?? 64 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    8 hours ago

    The biggest change we've ever had is the migration to IP, its happening with VoIP and now with TV. These streaming boxes do not, and never will, record anything. For a limited period people in legacy network areas (with a hub which is not a hub 5X) can request a recordable 360 (and pay the £49.99) but eventually those boxes will be replaced by Stream boxes.