Can't get a v6 or 360 box?

Question

Hi,&nbsp;&nbsp;So I (wrongly obviously) believed a sales rep who when I asked about being able to record it I picked the broadband + flex deal, and he said no but it was possible with the other packages that I would therefore be getting a v6 or 360 type TV box that you can record on. I put the order in last week for the mega TV bundle or whatever it's called, m350 broadband plus the TV. Delivery arrived today and it's come with a stream box. So I've contacted them on the chat function and I said I was expecting a box that I could record live TV on. Confusingly the rep just repeatedly kept saying the bundle you ordered isn't available, so you'll get some of the channels but not all. I said that makes no sense surely I'll get all the channels in the bundle? And in any case, it's the TV box I'm concerned about, can I record on this stream thing? They said yes you can... I said definitely? Because Google is saying I can't and it doesn't look big enough to have a hdd in it. And they replied oh you're correct you can't record on it, this function isn't available to new customers. So again.. I've asked, can I just buy a TV box that can record then? Do I need to cancel and start again? And they said no new customer will receive a recording box, but you will be sent one when they're available.&nbsp;&nbsp;Is this true? No new customer is able to get a box they can use to record TV on? Everyone has to get a stream box and that's that?&nbsp;&nbsp;If so, I've literally got an old virgin TV box in the house that the old owner used up until a few days ago. Can I not use that?&nbsp;

nodrogd · Answer

Whether you can have a box that records will depend on the network type in your area. If you are in a traditional cable area where the service is provided through copper coaxial cables, then yes, you can get a V360 recording box. If you are in one of the current expansion areas with full fibre then only IPTV is available via a Stream box.

All new contracts now come with Stream as standard, with V360 available for the traditional areas for a £50 installation fee.

Can you buy a box? No. All boxes are rented & have to be returned at the end of a contract. When the contract is terminated the box is automatically disabled to prevent it being used on the network. Therefore any box left behind by a previous occupier is totally useless to anyone else.

jpeg1 · Answer

As you realised at the beginning of your first post, the sales person will tell you any lies to get the commission.

Since the previous occupant had a recording box, there is no *technical* reason why you can't have one too. The last we heard you can have a 360 box for £50.

If VM won't let you have what you need you can cancel within 14 days from the connection date..

newapollo · Answer

Hi cooperd123​&nbsp;Sorry but there aren't any VM stores in the UK. They all closed at the outset of the pandemic.&nbsp; The only Virgin stores are in Ireland as they are a separate company.I can't see the O2 stores being able to provide a VM set top box with a hard drive.The Stream (Flex) box became the default TV choice for all of VM's new customers around 2 months ago.I suggest contacting the sales team. You can call them on 0800 183 1234 - they may need to cancel your current deal but they should be able to provide a recordable TV360 box but it will incur an activation fee of £49.95.&nbsp; Any additional boxes will be the non recordable Stream boxes

japitts · Answer

That's impressive, but also unsurprising.

One thing I'd be tempted to do when you call sales, is play a "polite but firm" line where you offer to have all your kit & account cancelled under the 14day statutory cooling-off, but the one thing that would stop you, is provision of a TV360 recording box.

Depending on who you speak to, it may have the desired effect. I'd like to hope that the mere act of speaking to someone else, may be enough in itself.

cooperd123 · Answer

So given there's a box in this room with me, that the old owner left behind, that's a v6 box.. And it was working while he used it up until a couple of days ago. We can assume I'm in a traditional cable area provided through copper coaxial cables..?&nbsp; I just have no idea how to get a box that records if when I'm talking to a rep they just repeatedly tell me no one is allowed to get one&nbsp;

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Can't get a v6 or 360 box?

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