Forum Discussion

Bobby1066's avatar
Bobby1066
Joining in
7 days ago

What has happened to my order for Premier Sports?

I ordered Premier Sports over 10 days ago and it has still not appeared on my program guide. I had an online conversation with a support rep four days ago and it appeared that my order (which I had a confirmation for from the web team) had not been processed properly and if I rebooted my TIVO box in four hours Premier Sports would appear. It hasn't. I've rebooted the box three times since then and unplugged it and re plugged it as well just in case. Still no Premier Sports. I have now missed two weekends of the rugby and have no wish whatsoever to go through twenty or thirty minutes of getting past the bot to a human being and then go through a whole pile of totally unnecessary security questions in order to get no result whatsoever. Can anybody suggest a shortcut where I can actually talk to a human being? 

Thanks for listening. I feel better already.  

10 Replies

  • Bobby1066's avatar
    Bobby1066
    Joining in
    4 hours ago

    The plot thickens. I got back on my account and I ordered Premier Sports again. Then I got a reply from the 'web team' saying thanks for your order for Premier Sports but also, for no reason whatsoever, upgrading my TV package to Mega. Then a day later I get another e-mail saying my order is now in place! But it also says I now have Mega TV but no Premier Sports. 

    As an ex IT director for several serious organisations I would like to get hold of somebody in the Virgin Media management  and make their life a misery. Not only is the customer service rubbish (par for the market)  they are actually chucking away opportunities to make revenue (an absolute no no).

    No doubt there is some poor technician in the background trying to get several old legacy systems to talk to each other but really this stuff isn't that complicated. I am underwhelmed. I'll be back on the phone tomorrow and we'll see where it goes. 

     

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    3 days ago

    Doing anything online with VM, is prone to nothing happening. 

  • Bobby1066's avatar
    Bobby1066
    Joining in
    5 days ago

    Thanks for the feedback. The first thing I tried was calling 150 and I got driven half round the bend by the bot that answered the phone. Are there magic words you need to say to get a human being? The initial problem was that the on line order hadn't been processed properly despite me receiving a confirmation e-mail from the web the guy on the chat said he had fixed that. 

    As for using the HELP function I do not have a TV CARE option under HELP & Settings > Help. In practice quite a few of the Virgin suggested HELP Issues don't appear on my menus. 

    I'll give the phone bot another go..

     

     

    • Nathan_B's avatar
      Nathan_B
      Icon for Forum Team rankForum Team
      14 hours ago

      Hi there 😊 Welcome to our forum and thanks for your post.

      I'm sorry to see there's been issues with Premier sports not appearing. I'm afraid our community forum is about to enter a period of downtime, so we’re unable offer further support here for the moment.

       

      But don’t worry, our team is still available and ready to help you through our other support channels. You can reach us via private message on Instagram or Facebook Messenger:

       

      📘 Facebook: https://www.facebook.com/virginmedia/
      📸 Instagram: VirginMedia

       

      You can also find more ways to get in touch with us here:
      👉 http://virg.in/contactvm

       

      Thanks for your patience, and we’ll be back on the forum as soon as we can.

      Regards

      Nathan

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

      As for using the HELP function I do not have a TV CARE option under HELP & Settings > Help. In practice quite a few of the Virgin suggested HELP Issues don't appear on my menus. 

      Bobby1066​ 

      Despite posting in the Tivo forum, the fact that you don't have the "Home > Help & Settings > Help > TV Care > I'm missing some channels" option, and only registered for this community forum on 19th January 2026, would suggest that you don't have a Tivo box.

      You probably have either a TV360 box or Stream box. 

      Looking at the pictures below can you confirm which VM TV set top box you have?

      (The Tivo boxes were superceded by the V6 boxes and the V6 boxes haven't been supplied to new customers for around 4 years.  The tivo based V6 boxes outward appearance is the same as the 360 boxes (which run on Liberty Global's inhouse Horizon entertainment system) and  the V6 boxes were superceded by 360 boxes and haven't been available to new customers for around 3 years.

      Both the now obsolete tivo and the V6 boxes come with a peanut shaped remote control.  The 360 and Stream boxes remote control is oblong shaped and incorporate a Voice Control button.

      The Stream box has been VM's default box since September last year, and the only way new customers have been able to order 360 boxes since then is to order via sales and pay an additional £49 for the box, and only the Stream boxes are available in full fibre areas.

       

      • Bobby1066's avatar
        Bobby1066
        Joining in
        2 days ago

        That's really interesting. I have a peanut remote control and it works. I did eventually find an option to look for missing channels - just not where people thought it was. I went back on my Virgin account today and despite the fact it showed Premier Sports last time I looked it wasn't showing it today and was quite happy to allow me to order it again on their special deal of two months for £1 a month. Perhaps it might actually appear on whatever kit I have at some time in the future. My kit certainly isn't the TiVo picture in the reply. 

        Thanks to everyone who has given their time to this issue. I'll give Virgin another few days to get this working on my set up, which I am beginning to think might be obsolete and is starting to do other weird things like denying channels exist when trying to record even though it accepted a record request from the program list. My real frustrations about this whole episode is that it used it be the case that when I dialled 150 I got a real person on the phone within a minute or so and they always solved my problem in minutes. Unfortunately progress doesn't always move in a positive direction.

         

         

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

      As for using the HELP function I do not have a TV CARE option under HELP & Settings > Help

      The option is along the top bar, highlighted here in a very poor photo...

      Test update

  • roy247's avatar
    roy247
    Hero
    7 days ago

    You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone, or wait here for one of the forum team to respond.

    If you had called Virgin direct you would probably have had Premier Sports activated before you came off the phone. 

     

  • japitts's avatar
    japitts
    Very Insightful Person
    7 days ago

    With a TiVo or V6, there's no need to reboot your box in this scenario, you just follow Home > Help & Settings > Help > TV Care > I'm missing some channels.

    If this re-synch doesn't recover the channels in question, then you can safely assume they are not in your package and only VM-CS can resolve that. If it's any consolation, Premier Sports Rugby (Ch553) is now available to all customers and will almost certainly be showing a lot of URC, Top 14 & EPCR replays during the week.