Forum Discussion

Djakarta's avatar
Djakarta
Tuning in
23 days ago

Old TV box deactivated following upgrade

I am absolutely disgusted,. Virgin media just do not care about their customers - just about money. Last straw etc. I will definitely be leaving Virgin at the end of my contract this time!

 

There we were, whole family watching television on Christmas evening and off it goes - no warning or anything - absolutely disgusted.

 

Yes I might have had a new Tivo 360 box delivered but there was no warning that my original box would be de-activated without notice - Infact I think I could argue that was breach of contract!

Kindly get my old Tivo box reactivated NOW!

 

Error 7400 - what a load of shysters - the management don't deserve to have any customers - you'd think they might have learnt by now; but no - just the normal **bleep** - thinking they know what's best for customer.

Well you can stick your price increase where it came from - bck up Virgins backside - and I hope it hurts!!

I shall be leaving virgin next time the contract is ending

15 Replies

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

    Once you sign up for the 360 there is no way back.  AFAIK after 5 days the software upgrade is done automatically.

  • carl_pearce's avatar
    carl_pearce
    Superstar
    22 days ago

    In the documentation provided as part of the new kit it would have stated you must swap over within a period of time.

    Did you read the documentation?

    • Djakarta's avatar
      Djakarta
      Tuning in
      14 days ago

      Excuse me - but yes I did read the documentation several times and there is no mention of a time limit - and this was accepted by customer services when I discussed with them.

      What's more when I tried to set-up the 360 box it could not find my account details - which apparently - according to customer services - was because it needed a software upgrade which an "engineer" would need to come to do.

      Why send a box out for self set-up if they know it needs software updating by an engineer.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    22 days ago

    Hi Djakarta

    <here> is a link to an online copy of the instructions which are either included within or printed on the top inside inside cover of the box containing the new 360 remotes (also pictured below)

    Please note point 2 which states:-  "Watch any recorded shows before you upgrade (we can't transfer them, and you deserve a duvet day). Just bear in mind your service will automatically update 5 days after this package arrived."

    The new box is named TV360 - it's no longer termed as a Tivo box because it doesn't now run on the Tivo operating platform, it runs on Liberty Global's (VM's owners) inhouse Horizon Entertainment platform

     

    • Djakarta's avatar
      Djakarta
      Tuning in
      14 days ago

      Well thanks for that - do you not think I have read the instructions - I am not illiterate!

      AND for your information - if you want to watch your recordings you can still do so by using your old box as a video recorder - albeit play only - you do not need it connected to the Virgin cable to use the controls to play already recorded programmes.

  • RetiredATCO's avatar
    RetiredATCO
    Superfast
    21 days ago

    Oh dear @Djakarta, looks like your family should be having a rant at you for not reading and following the instructions that came with your new TV360 box.

    You live and learn.

    • Djakarta's avatar
      Djakarta
      Tuning in
      14 days ago

      Looks like i'll have to reply to this again as it seems my original reply has disappeared.

      I did read and follow the instructions and there is no mention anywhere on e-mails or paperwork of timelines for the old box being de-activated thks very much - 

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

    Surprised VM did any 'upgrades' over the xmas period. They usually have a hiatus, so viewing isnt interrupted.

    As for the 360, even if you get it working you'll be disappointed, it doesn't have half the features of Tivo. Never trust a company that hides behind one word ( "upgrade"), without giving any more detail. 

    • Djakarta's avatar
      Djakarta
      Tuning in
      14 days ago

      Totally agree - I have already told them I will be leaving at the end of my contract as I can get what they are offering elsewhere for same or less cost

  • Alisha_C's avatar
    Alisha_C
    Icon for Forum Team rankForum Team
    19 days ago

    Hi Djakarta,

     

    We are sorry you are having issues. 

     

    Unfortunately, after you having upgraded you can got back to the old box again. 

     

    If you set up your new box you will be able to use your TV.

    • Djakarta's avatar
      Djakarta
      Tuning in
      14 days ago

      Yes thanks for that - I did get back to using the old box after contacting customer services as they had to re-activate it.

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

    You will need to send your old kit back to VM, as it's all rented and remains the property of VM.  So, even if you could use it as an "old recorder" , it has to go back.

    • Djakarta's avatar
      Djakarta
      Tuning in
      14 days ago

      Actually the latest information is that they do not need the old box back and to recycle it at an appropriate electrical items recycling point - same as for old hubs

    • japitts's avatar
      japitts
      Very Insightful Person
      14 days ago

      As a general rule, V6 & TV360 boxes are required back when no longer required.

      TiVo boxes haven't been for several years, and should be responsibly recycled.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    14 days ago

    Your contract is for one box, so an existing box has to be deactivated to allow the new one to be activated. If you'd succeeded in manually getting the 360 working the old box would have been automatically deactivated.