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keenrw's avatar
keenrw
Superfast
3 years ago
Solved

Re: Want to go back to TIVO

I was never given the choice to upgrade to the 360 boxes.... we moved house and as far as i knew virgin said take all your old equipment (v6 boxes etc) and they will be installed at the new house .. Well the engineers said we are having new boxes and turns out it was the 360 boxes which we hate and never asked for , i really want to go back to the V6 boxes but they say we cannot .. So sadly it wasnt voluntary on our part and was forced on to us 

  • Molly_T's avatar
    Molly_T
    3 years ago

    Hi Keenrw 👋 thanks for posting! Sorry to hear about this situation with your V6-TV360 upgrade as part of your move. 

    The V6 boxes can be upgraded to TV360 with a software update, so it's not always a new piece of equipment. There's loads of great benefits to the TV360 service, which you can read more about here 👉  Virgin TV 360 Box | Multi-Screen Streaming | Virgin Media and here 👉 Virgin TV 360 Box | Multi-Screen Streaming | Virgin Media. 

    However, I can appreciate this may have been frustrating if it was something you were actively trying to avoid. It looks like you've already been in touch with the team who have helped raise a complaint for you, and put steps in place to get this sorted. Please let us know if there is anything outstanding with this you still need support with. 

    Otherwise, 🤞 hopefully things are already on their way to being sorted, and you can return to the V6 service you loved. Thanks for your patience in the meantime! All the best. 🌞

22 Replies

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  • japitts's avatar
    japitts
    Very Insightful Person
    3 years ago

    When you move home, you do normally take your existing equipment with you and reactivate at your new home - many customers do it, and remain on TiVo/V6 if that is the kit they had originally.

    So in your case, something else has triggered the conversion to TV360. My first question would be why you had a tech visit for the new install and whether you questioned the need for new equipment when (I presume) you'd already been explicitly told to keep your current kit?

    • keenrw's avatar
      keenrw
      Superfast
      3 years ago

      Yeah, we were told to keep the old boxes, the engineer needed to add the leads etc as there was nothing to connect our boxes too, we wasn't told they were new 360 boxes just that he had to install new tv boxes which we thought was new V6 ones ... we only found out after the installation was done and we wasn't happy , i was holding off getting 360 ones due to the fact they seem a downgrade as the V6 boxes has more features and separate hard drives in each were as the 360 is shared ... what VM boffin thought that would be a good idea??

      • japitts's avatar
        japitts
        Very Insightful Person
        3 years ago

        I'm not clear why the tech was even tasked with installing new boxes, unless you'd requested additional multiroom installs at the same time as moving home?

        If you were told to take your existing V6 with you, and you'd done so - something about this isn't adding up. Either there's a VM error in your account transfer, or there's more to this tale than you've mentioned in your posts thus far. Did you make any changes to your package or bundle at the same time as moving?

        I'm minded towards option 1 at the moment, and with that in mind I've moved your posts to a new thread so the staff can pick it up.

        You are correct to have concluded that TV360 is very different to TiVo-software, and this is why conversions are voluntary.

  • paulwads's avatar
    paulwads
    On our wavelength
    2 years ago

    I would really like to downgrade my V6 box back to the TiVo service.  While I appreciate there are benefits such as voice control,  I really miss the features whereby programmes would be recorded automatically, using keywords. Also the fast forwarding through adverts was much easier, as it would jog back a few seconds.  Also, the menu system was better laid out, in my opinion. Please, if there is any way to go back I would very much appreciate this, as I am sure many others would also. 

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hey paulwads,

      Welcome back to the community and thanks for taking the time to post.
      I’m sorry to hear you feel that way about the services, I assume that you mean return from the 360 back to a V6?

      Unfortunately that wouldn't be possible, you aren't able to go back to the V6, once you have upgraded to the 360 software.

      Kind Regards,

      Steven_L

    • nodrogd's avatar
      nodrogd
      Very Insightful Person
      2 years ago
      paulwads wrote:

      I would really like to downgrade my V6 box back to the TiVo service.  While I appreciate there are benefits such as voice control,  I really miss the features whereby programmes would be recorded automatically, using keywords. Also the fast forwarding through adverts was much easier, as it would jog back a few seconds.  Also, the menu system was better laid out, in my opinion. Please, if there is any way to go back I would very much appreciate this, as I am sure many others would also. 

      If you migrated voluntarily, no there is no way back. Boxes cannot be reloaded with TiVO once converted, so the only option would be for the box to be replaced with a refurb unit. Arris no longer manufacture the TiVO V6 as VMs contract to use the firmware is due to end in the not too distant future. Also when VM moves to full fibre XGS-PON services you will no longer be able to use the broadcast receivers TiVO runs on.

      • paulwads's avatar
        paulwads
        On our wavelength
        2 years ago

        Thank you for such a comprehensive reply,  I thought this might be the case. I hope the Virgin 360 service can incorporate some of the former features, now missing at some point in the future - although I also recall reading somewhere they might not be able for copyright reasons. I wonder what will happen to continuing TiVo users when VM moves to full fibre XGS-PON services. Anyway, thanks again. 

    • Boyan1985's avatar
      Boyan1985
      On our wavelength
      2 years ago

      Couldn’t agree more, I hate the new lay out, looks unfinished and cheap. I want to go back to V6 box it definitely was much better experience 

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    I would add that the few occasions where users have been able to revert from TV360 > TiVo/V6 have been where VM appeared to be at fault.

    Cases of buyers remorse or regret do not fall into that category, and are a reminder that the time to research the differences and decide - are before requesting to convert.

  • Bengie's avatar
    Bengie
    Superfast
    2 years ago

    I agree with you on how absolutely rubbish this box is.  Awkward controls go throug a dozen pages to get where you want, only a few chanels being shown in the tv guide, really rubbish fast forward and rewind.

    It might be by choice to upgrade, but untill you have you don't realise how crap this box is.

     

    • Mr_K's avatar
      Mr_K
      Knows their stuff
      2 years ago

      There are cases of customers being able to go back to a  V6 if they kick up enough of a fuss. It is possible.

      So if you're not happy, kick up that fuss. You're the paying customer and can take your business elsewhere.

      They really should do more consumer testing of existing customers for these 'upgrades'. 

      • japitts's avatar
        japitts
        Very Insightful Person
        2 years ago
        Mr_K wrote:

        There are cases of customers being able to go back to a V6 if they kick up enough of a fuss.

        These have usually been in the case of mis-selling by VM agents. Customers having buyers remorse does not fall into that category. Conversions are 100% voluntary except in very specific circumstances, which have not been cited here thus far.

        Mr_K wrote:

        They really should do more consumer testing of existing customers for these 'upgrades'. 

        Marketers and adverts can call a lot of things "upgrades" when they're either nothing of the sort, or are not an upgrade to all users. Conversions to TV360 are a clear example of the latter.

        Mr_K wrote:

        You're the paying customer and can take your business elsewhere.

        Indeed so - but leaving VM is not going to get you TiVo-software back. No UK TV platform offers it to new customers.

    • roy247's avatar
      roy247
      Hero
      2 years ago

      There are differences between the TiVo and Horizon software but to pick up on a couple of things you said, the TV guide does show the full channel list unless you are using profiles, but any greyed out channels means they are not part of package.

      If you can say exactly what the problem is with the fast forward and rewind that would help, you can press the << and >> for 4 different speeds, and the < for going back 5 seconds and the > for going forward 30 seconds,

      The big thing missing is the quick play option that is TiVo patented where it would fast forward with sound.

       

      • roy247's avatar
        roy247
        Hero
        2 years ago
        roy247 wrote:

        If you can say exactly what the problem is with the fast forward and rewind that would help, you can press the << and >> for 4 different speeds, and the < for going back 5 seconds and the > for going forward 30 seconds,

         

        Don't know why I said 5 seconds it should have been 10.