Forum Discussion

orangejuice's avatar
orangejuice
On our wavelength
4 months ago

Box Upgrade Text

Hi. Can I jump on here. My elderly mum just got the same text about upgrading box for free. She watches Netflix through her current box. She has no internet but is there a way of instigating this without telephoning as she’s had previous communication problems with the team. She hasn’t got a smart phone either, so no WhatsApp chats etc. 

  • japitts's avatar
    japitts
    4 months ago

    No problem about jumping in, I've moved your post to a new thread!

    The concern here would be that, whether your elderly mum chooses TV360 or V6, both require VM home broadband to fully function. The legacy TiVo has an inbuilt internet connection for the online functions, neither the V6 nor TV360 (both use the same hardware) do - and thus your home broadband is non-negotiable.

  • japitts's avatar
    japitts
    Very Insightful Person
    4 months ago

    No problem about jumping in, I've moved your post to a new thread!

    The concern here would be that, whether your elderly mum chooses TV360 or V6, both require VM home broadband to fully function. The legacy TiVo has an inbuilt internet connection for the online functions, neither the V6 nor TV360 (both use the same hardware) do - and thus your home broadband is non-negotiable.

  • orangejuice's avatar
    orangejuice
    On our wavelength
    4 months ago

    Thank you. So basically she will lose Netflix if she upgrades because she has no broadband? Do you know if iPlayer will be affected?

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      4 months ago

      Regardless of how she upgrades she'll get Netflix from the box. I suspect a good bundle deal is available comprising broadband, V6 (or 360 more likely) and phone. I suggest you call VM when you're with her and once authentication has been done she can pass the phone to you.

      • Steven_L's avatar
        Steven_L
        Forum Team
        4 months ago

        Hello orangejuice,

        Welcome to the community and thanks for taking the time to post here on the forums. I would be able to look further into this for you from here but we can only review the account and look into packages for your mum to see what would be best. We could then save the details to the account about the offer but the account holder would then need to get in touch to go ahead with the package and confirm the changes. Would you like to do that or you could do as Roger_Gooner has stated by calling into the team on 0345 454 1111 directly to look into the best offers?

        Kind Regards,

        Steven_L

  • japitts's avatar
    japitts
    Very Insightful Person
    4 months ago

    V6 & TV360 rely on an internet connection for all OnDemand, streaming and numerous updates. Thus none of those facilities will work without a home broadband connection.

    I'm not even sure that the option to swap boxes exists for non-BB customers. For quite a while now, faulty TiVo's have been replaced with V6 as a matter of course - but non-BB customers don't have this option. VM would have to confirm what options are available in this scenario, but fundamentally a newer box needs home-BB.

    Without it, forget... TV guide updates, SW downloads, OnDemand, iPlayer, YouTube, the lot.

  • orangejuice's avatar
    orangejuice
    On our wavelength
    4 months ago

    Wonder why she received the text then because surely they know she has no broadband? Would anyone who works for Virgin be able to help on here?

    But thank you so much for your replies. Very helpful.