Customer services unable to handle TiVo upgrade
On 25 September, I received a letter from Virgin telling me I needed a TV box upgrade otherwise I would lose access to Netflix. I currently have a V6 box, and a TiVo box that we kept when the V6 box was installed, as it still had recordings we wanted to watch.
On 30 September I contacted Customer Services to get the upgrade done, first via the Webchat, and then onto WhatsApp when it asked me to continue on there. After 1 hour and 20 minutes waiting on WhatsApp, I was finally connected to an advisor, who told me that they would send me a new box and 2 TV 360 remotes, and that my V6 box would get a software upgrade. They confirmed that the box and remotes would be sent via Yodel arriving on 07/10/2024 between 8am and 6pm, with tracking information shared 24 hours before. Great. Job done.
Actually, no. I didn't receive any tracking information, and when nothing had arrived by 17:00 on 07/10, I decided to go back on the WhatsApp to check that the order was still expected that day. I was connected to an advisor at 17:50, who took 10 minutes to confirm that they couldn't see any order on my account, and that they would order a TV 360 minim box to be sent out to me. After another 20 minutes, they told me 'there is some issue with the codes and is not letting me order the box' and disconnected the chat (!)
When given the option to 'get reconnected to speak to an agent', I replied Yes Please. At 18:40 (so after I had already been on for 1 hour 40 minutes), I was told 'The current wait time is 53 minutes'. At this point I had other stuff I needed to be doing, so I closed WhatsApp. When I came back to it today, I saw that someone had eventually responded at 19:33. Whether or not they would have been able to sort it out, I will never know.
So....I have no appetite to put myself through the WhatsApp experience again, lest I lose the will to live, and I'm hoping that someone from Virgin will pick this up from here for me, so I don't have to.
Think very carefully about this upgrade to 360. Have a good read on the Forum re the pro's and con's. One downside I can foresee is you have two boxes with recording faculties at the moment. For the 360 you might end up with the V6 upgraded to the 360 software (and it is completely different and will wipe your V6 before install) and the TiVo will be replaced with a 360 mini that has no hard drive for recording. Personally, I don't have any TV from VM, but if I had, I would just be asking for the TiVo to be replaced by another V6.