Forum Discussion

Chrissie_h's avatar
Chrissie_h
Tuning in
3 months ago

Why am I paying an extra £10pm for a mini 360 box when the engineer only installed 2 WiFi boxes?

I am paying for the bigger combo with movies package. When customising my bundle I was informed that my bundle included a Virgin 360 box and chose to pay £10 per month extra for a 360 mini box. Howev...
  • Ilyas_Y's avatar
    Ilyas_Y
    3 months ago

    Hey Chrissie_h Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏽

    I'm sorry to hear about the issues with the packages / services you are having. 😢
    In relation to the quality itself, have you tried a reboot to see if this resolves any streaming issues?

    In relation to the package, we are unable to make package changes on here unfortunately, please reach out to our support team on 0345 454 1111 and they'll be able to change this for you.

    Let us know how it goes.

    Kind regards,
    Ilyas.

nodrogd's avatar
nodrogd
Very Insightful Person
3 months ago

Looks like you are on the new all fibre XGS-PON network, & in this case you will have fibre going straight into the hub via a green connector near the base:

Hub5x with fibre input

If this is the case you are not on VMs traditional cable network & the 360 broadcast type boxes will not work as they are older technology. You have been provided with the only type of boxes that will work on XGS-PON. They do everything the broadcast boxes do, with the exception of not having a recording facility.

  • Chrissie_h's avatar
    Chrissie_h
    Tuning in
    3 months ago

    Thank you for your reply. It looks like I have been missold as the package clearly states that a Virgin 360 box is included and I even opted to pay an extra £10pm for an extra mini box. 

    The little titchy mini box things are rubbish. I have to sacrifice sound quality in order to get the sound to sync. Gone back to my old trusty Freesat box.

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      3 months ago

      Hi Chrissie_h,

      We're sorry you feel you've been mis-sold, as we've advised package changes aren't something we do via this forum. However so I can get a few more details from you, I've popped you over a private message.

      Alex_Rm

      • Chrissie_h's avatar
        Chrissie_h
        Tuning in
        3 months ago

        Thank you but how do I get the private message? I'm just finding my way around this space 😆