Forum Discussion

ladybird579's avatar
ladybird579
Joining in
6 months ago

No set top box

I've no set top box.  I joined VM on 23rd July for BB and TV. The engineer brought a router which is fine but took my sky cable out and plugged their VM cable into my old Sky Q box and Sky want it back. It has also meant we cannot use Virgin Go. I phoned VM and got passed from pillar to post. Through 5 different people, 4 departments  and for over 3 hours of total frustration.   Noone really understood what I was talking about.  Eventually the penny dropped ( I think) someone said a box would be posted out to me but nothing has arrived and am not sure even now they got what I was talking about as one person asked for the serial number of the VM set top box that wasn't even here. I have no idea how to make it any clearer I have no box.  There is only so many ways I can say it. Has anyone else had this issue and how did you resolve it?  I will have no TV service soon as I have to send the sky q box back to Sky. Thanks.

  • Just to say no effs given by VM so after another round on the Magic Roundabout that is customer "service". Including the obligatory being cut off,  I  cancelled the TV package as I have not got the kit and it is still within the cooling off time cos of that. I was supposed to get an email to this effect but guess what? I don't know what happens next as nothing has changed on my account so far. I kept the BB tho reading the horror stories here am wishing I didn't.

    • John_GS's avatar
      John_GS
      Forum Team

      Hi ladybird579 

      Thanks for posting and welcome to the community.

      Very sorry to hear of this experience. This isn't the usual standard of care we offer.

      I'll send you a PM now to assist further.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    So you wanted BB and TV.  A VM engineer came and installed BB but left without install VM TV?  Why did he leave without putting in the TV box I wonder?  Did he explain when the TV box would be delivered and installed?