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ibbotson's avatar
ibbotson
Dialled in
8 months ago

360 Box complaint

During a telephone call to customer services I was offered a deal to upgrade my package which would include 360 TV. I was told that as I was a long time customer and had had my old box since 2017 the deal would include a new TV Box. As I thought the total deal agreed was good I excepted. When the new TV Box did not arrive I made contact to be told that the New Box would not be honoured only a software upgrade to the old box. I argued that the new box was part of the deal agreed, but they would not budge. As a senior citizen as far as I'm concerned a deal is a deal. Very disappointed and have written to the CEO 

Be interested to here from Someone from Virgin.

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  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    8 months ago

    Hi ibbotson,

    Thanks for posting and sorry for any confusion with your upgrade.

    Depending on what box you currently have, either a new box would be issued, or a software upgrade.

    If you have a V6 ( sounds like the case) it will be the software upgrade that you'd receive. 

    Alex_Rm

     

    • ibbotson's avatar
      ibbotson
      Dialled in
      8 months ago

      Thank you for your reply. Sorry but it does not matter what box I originally had it was clearly stated in the telephone conversations ( it could be checked) I had about the upgrade that I would receive a new box? I agreed the deal with Virgin which has not been honoured

      On a second question I note my account is still showing the old package even though the upgrade has been done?

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        8 months ago

        Hi ibbotson, 

        Thanks for coming back to us on this one. I'm afraid as mentioned by my colleague above, you'd only get a new box if you were originally on the TiVo box. This is because the software is not compatible so we provide the new box that already has the update on. If you have a V6, you will only receive new remotes. We will feedback to the agent you spoke to though to ensure any training needs are addressed. 

        In terms of the new package, this will usually show on the account once the next bill is generated. It can take a few days for everything to filter through the systems. Once your next bill is generated, the new contract and services should be viewable via My VM and via the app. 

        Thanks, 

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

    And also, your choice of TV box software has nothing to do with whatever package bundle you're being offered.

    Many people are offered (and accept) a V6 > TV360 conversion at the same time as negotiating a new bundle, but the two are different transactions.

  • ibbotson's avatar
    ibbotson
    Dialled in
    8 months ago

    Following on from my original complaint, I found this morning that Virgin had automatically installed the upgrade to 360 without my knowledge. My wife wanted to finish off some old recording before we decided to upgrade at our own time so extremely disappointed. I have not taken much notice of the negative complaints regarding Virgin's customer services on social media because never had many problems with there service....but not happy know.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      8 months ago

      Hi ibbotson 

      Sorry to see you were unaware that the box would update automatically if the customers hasn't processed the change themselves. 

      There will have been either an instruction leaflet included in the box containing the 360 remote(s), or instructions printed on the inside cover of the lid of the box containing the 360 remote(s)

      Point 2 of those instructions (pictured below) does warn about this, 'Watch any recorded shows before you upgrade (we can’t transfer them, and you deserve a duvet day). Just bear in mind your service will
      automatically update 5 days after this package arrived.'

      written tv360 upgrade instructions

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

    The reference "V6 powered by TiVo" is standard for any V6 customer - referring to V6 boxes running TiVo software.