Forum Discussion

DuffDuff's avatar
DuffDuff
Tuning in
7 months ago

No TV service

Today we have lost our TV service due to the failure of the 360 box.

VM have told us that we need a new box which will take at least 3 days to arrive.

In the meantime we have no TV services. Furthermore, and whilst waiting for the new box to arrive, we have been told we cannot install an aerial so that we can watch the TV. Should we do so we would be deemed to have disconnected from VM and as a consequence incur disconnection penalties etc. 

We are both pensioners and our TV is our main source of connecting to the outside world. VM’s response is disgraceful as the problem lies entirely with the failure of their equipment.

We would very much appreciate it if someone could comment on what VM have told us and confirmation that what they have said is in fact correct. 

Many thanks

 

 

 

  • DuffDuff's avatar
    DuffDuff
    6 months ago

    Megan - thanks for your detailed reply. I am pleased to say that the box arrived within 2 days and has been satisfactory installed.

  • carl_pearce's avatar
    carl_pearce
    Community elder
    7 months ago

    VM will have no idea you've plugged a conventional aerial into your TV.

    Just use a normal aerial until your new box arrives.

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

    Hi DuffDuff 

    I agree with carl_pearce  there's nothing to prevent you using either an indoor or outdoor aerial for terrestrial TV, and if doing so you wouldn't be deemed to have disconnected from VM and you would also not incur disconnection penalties etc (unless you cancelled the VM contract early) 

    Do you have a computer (laptop or PC) if so you should be able to watch most of the channels on there using a web browser https://virgintvgo.virginmedia.com/en/home 

    If you do have a laptop or PC you might also be able to connect that to your TV using an HDMI cable to view the programsonthe TV's larger screen.

    You can also use the VM TVGo app to watch the TV if you have a tablet or mobile 

    see /download-the-virgin-tv-go-app 

    • DuffDuff's avatar
      DuffDuff
      Tuning in
      6 months ago

      Hi - newapollo

      Thanks for taking the time to reply. My initial reaction was that I had been given duff information so I am pleased to hear that others agree. At least we know should it happen again in the future. 

      I’m pleased to say the box arrived early and has now been installed.

       

      • nodrogd's avatar
        nodrogd
        Very Insightful Person
        6 months ago
        DuffDuff wrote:

        Hi - newapollo

        Thanks for taking the time to reply. My initial reaction was that I had been given duff information so I am pleased to hear that others agree. At least we know should it happen again in the future. 

        I’m pleased to say the box arrived early and has now been installed.

         

        There is no restriction on you having as many TV platforms as you like. I have a TV aerial for backup, that also runs our TV in the kitchen where we have no space for a VM box, not to mention that the only channels we view there are free ones anyway, so there is no justification to pay for another box. I also have a satellite dish & free-to-air receiver that gets me a couple of channels not available on VM.

        The one thing I would do if you lost VM TV services for more than 48 hours continuously, is to claim a refund on the TV part of your subscription for the period.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    7 months ago

    Do you have a smart TV or a streaming device such as Roku? If so there will be apps like BBC iPlayer which gives you a variety of live and VoD content.

    • DuffDuff's avatar
      DuffDuff
      Tuning in
      6 months ago

      Roger - thanks for taking the time to give me the helpful information. At least we will know for the future.

  • Megan_L's avatar
    Megan_L
    Forum Team
    7 months ago

    Hi DuffDuff, 

    Thanks for your post and welcome back to our Community Forums!

    Sorry you're having to wait a few days for your replacement box to arrive - Also that you've been given such black & white rules for what you can and cannot do in the mean time.

    In reality, it's much more of a grey area from what I can find within our own acceptable use policy and terms of service, see below for a section that shows a good example -

    "In general, customers should make sure that they don't use our services for unlawful or illegal purposes, or to inconvenience other internet users. This means making sure that your internet connection isn't used to abuse other internet users or to purposefully receive or distribute unsuitable material, like copyrighted music and films without permission, spam, viruses, etc. For more details, have a look at the full acceptable use policy." - Acceptable Use Policy. 

    Many, many people use alternative ways to view TV content other than our own boxes, as long as it's not illegal/piracy you're absolutely fine 🙂 

    I am concerned with the agent who has given you such a cut and dry response to alternative services in the meantime, so I'm going to investigate who this was and send feedback to them as it's a training issue. 

    As for your replacement box that's on it's way you, please let us know if you have any further issues!

    Thanks,

    Meg

     

    • DuffDuff's avatar
      DuffDuff
      Tuning in
      6 months ago

      Megan - thanks for your detailed reply. I am pleased to say that the box arrived within 2 days and has been satisfactory installed.