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susieb1958's avatar
susieb1958
Tuning in
9 months ago

Upgrade to TV360 to get Sky Sports+ at no extra cost

I have also received the email from VM (dated 22 July 24) saying I need to upgrade to TV360 to get Sky Sports+ at no extra cost but, just like a recent poster, I also don’t have the upgrade option on my V6 box.

BlueLou (Virgin Media Staff) said, 3 weeks ago, that the customers without the upgrade app had been identified and the app would be added to their box ‘in the next 48 hours’ but it is still not on MY V6 box and it is now 27 July 24!

Despite speaking on the phone to 3 different Virgin Media Help? staff, who didn’t know about these emails and told me I would need to recontract (which is not going to happen!), I am still unable to upgrade.

So, what do I do now?

 

27 Replies

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    9 months ago

    Thanks for reaching out to us susieb1958, and welcome to our Community Forums!

    Sorry to hear that obtaining the set top box or software conversion has proven to be a tricky process.

    Are you possibly able to direct me to the post from my colleague that you're referring to?

    We would advise that if you wants to swap from V6 to 360TV this would require a package change and despite not offering the fees for a new set top box, could place you in a new contract with a minimum term to serve.

    Thanks

    David_Bn

    • susieb1958's avatar
      susieb1958
      Tuning in
      9 months ago

      Hi David_Bn

      Thanks for responding to my query - sorry for the delay in replying as I was away from home yesterday and last night.

      I would like to direct you to two posts from your colleague - BlueLou (Virgin Media Staff).

      1. BlueLou in reply to a post heading ‘360 upgrade to get Sky Sports +’ from Smevster (On our wavelength) approx. a month ago clearly states “No recontract needed to upgrade from V6 to 360” and finishes by saying “If you are a fan of a team in the EFL you’ll be missing most of your teams games this season if you don’t upgrade”.

      2. BlueLou (Virgin Media Staff) again replying to another post from Smevster (On our wavelength) headed ‘No TV360 Upgrade Option’ approx. 3/4 weeks ago clearly states “Apologies for the confusion. A number of mails were sent out to customers who dont yet have the upgrade app on their box. We have identified them and will be adding it in the next 48 hours. Dont worry, you will get your new box in time for the launch of Sky Sports+!”.

      Also, the email I received from Virgin Media <email@em.virginmedia.com> dated 22 July 2024 stated “you can upgrade your box to access Sky Sports+ and all its added features - at no extra cost”. “Sky Sports+ is included in your current subscription” and “Swap your TV box to Virgin TV360 at no extra cost”. Obviously, recontracting at this point now would entail ‘extra cost”!

      Hope the information I have provided here is enough to sort this issue out to my satisfaction.

      Thanks

      Susieb

       

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        9 months ago

        The 360 upgrade is a software conversion you wouldn't get a new box.

        You would get a new remote control through .

        What happens when you click upgrade does it state there is a new 18 month contract? 

    • elmo360's avatar
      elmo360
      Virgin Media Staff
      9 months ago

      Hi David, we have recently made changes and can confirm an upgrade to V6 - 360 does not require a package change. Please refer to the message centre comms on 25th July. Thanks, Lewis.

      • leannecamb's avatar
        leannecamb
        Joining in
        9 months ago

        I was told tonight that I had to change my package as my current package (Maxit TV) is no longer available - so its an extra £21 a month!  Is that right?  Also person said they are sending me two remotes but my other box is a Tivo which I understood wouldn't work - I questioned this but she said that I could just ask the engineer that is coming the day before my upgrade comes to fix the landline that has been out of action for over a week.  I'm feel like I am being taken for a ride here.

  • ryansm's avatar
    ryansm
    On our wavelength
    9 months ago

    I’ve been told on here and by Virgin Media direct that I’ll be able to access the additional games using the old functionality ie the info button when there are ‘red button’ games. I’m still not totally convinced that is correct information, I imagine I’ll find out next weekend.

    A lot of what I read about 360 makes me not want to upgrade.

  • ryansm's avatar
    ryansm
    On our wavelength
    9 months ago

    As an aside, I have two V6 boxes and presumably if I was to upgrade I’d have to upgrade them both. Assuming that’s right, will both boxes still be able to record s they do currently? I have to admit, I’m struggling to understand the benefits of upgrading!

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

      Hi ryansm 

      If you have two V6 boxes then both would be migrated to the TV360 platform.  You would lose all of your current recordings and series links as part of the migration process as both boxes would be formated as part of the migration process.  Once running on the 360 (Horizon firmware) you would still have two boxes with hard drives for recording purposes.

      It's a  linear channel swap from Sky Sports Arena to Sky Sports+ so you if you kept your V6 boxes you would still have access to the same linear channel lineups, however the Sky Sports+ red button function for the additional championship games won't be available from the start on V6 boxes. There is no date given for any additional red button functionality on when it is hoped to be completed on V6 boxes, it may be a very long wait if in fact it can be done.

    • elmo360's avatar
      elmo360
      Virgin Media Staff
      9 months ago

      Hi Ryan, there are many benefits of upgrading to TV360, including having the capability to access Sky Sports+ and 50% more sport this season.

      Other benefits include:

      1. Personalisation​ - Introducing Person Home screen – continue watching where you left of, browse your watch lists, scroll your recordings and flick on a film you’ve rented, all from one place.
      2. Apps​ - The UK’s most popular telly apps available in one place – get stuck in to Disney+, Apple TV, Paramount+ and Sky Sports+
      3. Voice control - With super powerful Voice Search and Control it’s never been easier to find what you fancy. Hold the mic button on your 360 remote and quickly find your favourite content!
      4. Virgin TV Go - Set recording on the 360 box to watch later, stream anywhere in the home, and access shared pause points between the box and the app.
      5. Startover - With Startover – available on most channels,. You can go from the top at the touch of a button.
      6. Recordings – record up to 6th shows and watch a 7th
      7. Better image-based interface - a much more modern look and feel

      As this is our new platform we are regularly updating and improving this experience too.

      Thanks,

      Lewis

      • Tavis75's avatar
        Tavis75
        Super solver
        9 months ago

        And for balance, this is some of what you lose by changing:

        Wishlists (where you can set the box to record programs on certain subjects or featuring certain people), undelete, series link+, series link manager, suggestions, setting of series links for programs not in the current TV guide, ethernet control, keyboard support via USB, switching between tuners with constant buffering, skip-back on fast-forward, quickplay, default recording options, cancelling individual recordings from a series link, multi-channel series links, radio channels allowing recording of radio, separation of recordings between boxes, watching recordings when internet is not available and probably a few others I've forgotten.

        Also, extra boxes do not have their own hard disks or tuners (unless converted from a V6 box), so you lose storage space and recording ability and are also reliant on the main box being on to watch and set recordings and also on having a decent wi-fi signal (or ethernet cable) between the two boxes when watching recordings.

  • ANDYC's avatar
    ANDYC
    On our wavelength
    9 months ago

    Hi folks,

    i have two 360 boxes and both have the upgrade now button.  My question is, can I upgrade these at different times?  Basically my kids don't want to lose all their recordings on the living room box, but Im happy to upgrade the other box where I can access all the sport and don't mind losing recordings on that second box.

    Thanks

    • japitts's avatar
      japitts
      Very Insightful Person
      9 months ago

      ANDYC 

      If you already have TV360 there is nothing to convert.

      If you currently have V6 boxes, then you either convert all to TV360 or none. TV360 is a fundamentally different platform to V6, and cannot co-exist on the same account.

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

      Hi ANDYC 

      The V6 boxes will automatically migrate to 360 boxes around 5 days after you receive the remotes if you don't update them yourself before then.  

  • AGH1965's avatar
    AGH1965
    Joining in
    2 months ago

    I have a TiVo box. I can’t watch anything that used to be on the red button and get a message to ring and get a free box upgrade. Ringing that number is a waste of time. I just want to be able to watch what I am supposed to be able to do so. Why is everything so complicated and usually ends up costing more when it says it’s free?

    • nodrogd's avatar
      nodrogd
      Very Insightful Person
      2 months ago

      The older TiVO 500 is not capable of handling the new Sky Sports + internet driven app, as the hardware is getting on for 20 years old. If you are happy with the TiVO platform you can ask for a change to the V6 box, which directly connects to your VM hub for internet services, so can access the Red Button services without any problems. The change of hardware has no effect on your contract or pricing. You do not need V360 (which they will try to convince you that you do need). The Sky Sports + service is no different on either box. What you must have is Virgin Broadband, as neither V6 TiVO nor V360 will work without it.

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      2 months ago

      if you have VM's broadband you can get a free upgrade from your TiVo to a V6 (and you may have to insist on a V6 if VM wants you to upgrade to a 360).

      If you don't have VM's broadband you'll have to get it for either a V6 or a 360.