Forum Discussion

Suel1951's avatar
Suel1951
Joining in
5 months ago

Can I cancel 360 before I upgrade with the remote?

Hi, the message came up on my TV screen to upgrade to Virgin 360 and I accepted. I'm expecting the remote to be delivered today and I'm supposed to upgrade my Tivo box as soon as I receive it. After reading some of the issues people are having I'm now having second thoughts about upgrading. Can I return the remote and cancel the upgrade before it's done? I can't even find the correct phone number to contact Virgin, there are so many. Any help would be most appreciated.

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    4 months ago

    I'd ring rather than waiting for a response on here. By then it might be too late and the downgrade might have happened. 

  • TomKe's avatar
    TomKe
    Joining in
    4 months ago

    Hi.

    I also would like to cancel my upgrade to VM360. I agreed to the upgrade last night and then found out it would require my TiVo box to be wiped. It is pretty obvious that VM wants the upgrade to occur and so dont provide the information until you have agreed.

    I would be grateful if you would cancel my upgrade.

    Tom

    • Beth_G's avatar
      Beth_G
      Forum Team
      4 months ago

      Hi Tom

      Welcome back to the Community Forums. Sorry to hear you're also looking to cancel your upgrade to the 360 TV service. 

      I'll do what I can to see if we're still able to cancel this for you. I've dropped you a PM.

      Thanks

  • Suel1951's avatar
    Suel1951
    Joining in
    5 months ago

    Thanks Tavis75, I'm not too concerned about any existing recordings I have but the series link options don't sound very impressive. I just hope I don't have issues upgrading with the remote as some people have.

    • Kath_P's avatar
      Kath_P
      Forum Team
      5 months ago

      Hi Suel1951, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear that you're regretting your decision. If the upgrade hasn't yet been done then we may be able to get this cancelled. So we can check this for you, I will need to confirm some information with you to pass security. 

      I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks, 

  • Tavis75's avatar
    Tavis75
    Super solver
    5 months ago

    Unfortunately, I believe the change will happen automatically after around 5 days of receiving the remote, so there is normally no way to delay or cancel it. The chances of getting customer services to cancel it are also minimal and the only times I've heard of people having any luck is by really fighting for it and proving they were definitely mis-sold the change or didn't ever agree to it, which unfortunately isn't the case here.

    All you can do is try and make sure you watch any recordings and make a note of any series links you have so you can set them up again. You may also want to subscribe to a TV guide so that you can see when programs you watch start new series as the 360 will not let you set up series links in advance, you have to wait for the show to appear in the TV guide and hope you don't miss it.