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Petebee33's avatar
Petebee33
Joining in
24 days ago

Agreed on 360 box. Received Streaming box

On the 4th April Virgin rang to ask me to resign after my Sky contract expired. I was offered a Broadband at 350mps, 360 box for TV and telephone. I was most insistent that I required a 360 box, not streaming as it had been very unsatisfactory with Sky. This was agreed. 14 days later I received my hub and a streaming box, no 360 box. I rang and was told that I needed to fit the Hub & set up the TV so that I could get my account active. I was then to ring back in a few days and they would exchange the streaming box for a 360 box. I have just rang and been told that in the last few weeks Virgin have desided that they are not supplying 360 boxes any more and they will not honor the agreement that they made with me. I changed over to Virgin because of the recording features of the 360 box even though it was more expencive that the streaming (Flex) TV service. So not only do I now have a TV service I didn't order or want, I am also paying the higher 360 box price for the streaming device. I have been told that the senior advicer will look into it and get back to me but they don't send out 360 boxes any more anyway.

Just to really make matters worse they haven't transfered my telephone number over from Sky although this was also agreed.

Anything I can do?

15 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    24 days ago

    What does you contract documentation say you would be provided with?

    You have a 14 day cooling off period from the date your services went live which may concentrate the minds at VM as to whether they want to provide the TV360 box or not.

  • Petebee33's avatar
    Petebee33
    Joining in
    24 days ago

    On the contract it says Mega TV and Apollo box which I thought was a brand name for the 360 box. I received an email two days ago running through how to get the best set up from my new Virgin 360 box.

    • goslow's avatar
      goslow
      Alessandro Volta
      24 days ago

      Wait for a VM person to get here (usually within a few days) and see what they say and whether anything can be done.

      Can't help but think VM is shooting itself in the foot a bit by removing the recording feature from the TV boxes as, for many posting on here, it is the recording feature that seems to keep them with VM for TV.

      Keep an eye on your 14 day cooling off period though and don't allow that to lapse if leaving is a consideration for you among your options.

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        24 days ago

        Can't help but think VM is shooting itself in the foot a bit by removing the recording feature

        I think they will try to push “cloud recordings” eventually. 

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      21 days ago

      Hi Petebee33 

      Thanks for posting and welcome to the community. Sorry to hear of the confusion over the 360 Box and the number port issue.

      We've checked the background on this and your case is with a Team Manager who's investigating it and will be in touch asap when they have a resolution.

      Best wishes.

      • Petebee33's avatar
        Petebee33
        Joining in
        21 days ago

        Thanks for the reply. I have spoken to one of your colleagues on Friday and he is ringing me back on Monday after he has checked things out. So I am hoping that we can sort it out then.

        I was with Virgin Media (starting with NTL) for twenty plus years and I only had a couple of problems in that time. I went over to Sky for 18 months and didn't find it very good. So I am looking forward to another long term assosiation with your company when this is sorted.

        Thanks for your reply

        Pete

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    24 days ago

    As with Sky’s Streaming service, the selling point will likely be a unitary subscription of everything you can access on the box. Be it a channel choice or apps, you pay one subscription for everything you choose & discounts then get bolted on.

    • Tavis75's avatar
      Tavis75
      Super solver
      24 days ago

      As with Sky’s Streaming service, the selling point will likely be a unitary subscription of everything you can access on the box. Be it a channel choice or apps, you pay one subscription for everything you choose & discounts then get bolted on.

      That's never seemed like an especially good deal to me, you might get a small discount but you're locked into the services for a 12-18 month contract, rather than being able to dip in and out of the different services as required (which I'm sure is why the streamers are keen on it). Plus of course your Netflix subscription is probably going to only be accessible to a Spanish speaking family somewhere!

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

    Are VM trying to put themselves put of business? You don't need to pay for a box from VM to stream tv. Any smart TV can do that.