I was told my V6 box software would be updated to accommodate the 360 system. I was also told it was completely free all I had to do was when the new remote arrives simply click on the new app and it will update automatically.. Yet when I look I see there's a £5 charge to do this, to do what? I have to do it, should I not be charging VM then?
[MOD EDIT: Post split to create own thread]
Hi there shouldnt be a £5 charge to do this, where are you seeing it?
It might possibly be a delivery charge
You were correct, the £5 is for delivery - of the handset I assume. However its being refunded because I was not told of it, to the contrary I was told the upgrade was 'completely free'. Thanks anyway. Now the V6 box has been changed as the hard drive had failed, to the 360 upgrade it's all working and an engineer visit was necessary to bring and install the new box.- all free of course.
It's on my service change rec't Shown as 'Virgin TV 360 upgrade fee'.
I spoke to CS about this charge, I was told it was part month upgrade fee which is not what it says. However my response was even if they get the old V6 TV box back working that is 7 days out of service so they'll be owing me. And if the 360 upgrade is unsatisfactory I'll cancel it all down. I see little point in it. Those mini boxes are not what they seem to be made out to be in the marketing material. I'm not having cables in the house. Wireless is no good if you cannot watch live TV if not cabled. I'll use Sky.
ianjayne wrote:I spoke to CS about this charge, I was told it was part month upgrade fee which is not what it says. However my response was even if they get the old V6 TV box back working that is 7 days out of service so they'll be owing me. And if the 360 upgrade is unsatisfactory I'll cancel it all down. I see little point in it. Those mini boxes are not what they seem to be made out to be in the marketing material. I'm not having cables in the house. Wireless is no good if you cannot watch live TV if not cabled. I'll use Sky.
I know you can't believe a word that CS tells you, but that "part month upgrade fee" makes it sound like an ongoing monthly charge.
You really need to get that 360 replaced with V6.
Whilst talking to CS about renewing my contract (which I have not yet done)I was persuaded by them to upgrade my V6 box to TV 360. The V6 TV service was all ok before this. All the box now does is go to the 'WELCOME' page, bleeping in the V6 box - download arrow on screen - steady bright red light - then to a flashing bright red light - then a dimmer red light on the box.- download arrow - then off - steady white light on and off, then back to the 'WELCOME' page yet again several attempts all with the same result. Got all the info, SMS link guide new (not so) 'smart remote' with booklets, no TV at all except for Virgin TV GO. Have contacted CS who tried various remote actions to no avail. Tech are apparently calling me back.- W/I 5 DAYS! I don't think so - not a good start, in fact it could be the end of Virgin TV in this house. And to boot this cost me a £5 'activation fee' when I was told ' this upgrade was no charge', Me thinks I should be charging VM!!
Still no TV service but I now note an Engineer has been booked to tomorrow (4/9/24)
Modmins
Please take note.
The engineer appointment has been deleted it seems. Still no TV though there is no change. Supposedly there are or have been wifi issues in the area resulting in TV issues but system status says no faults. Wifi is ok and always has been. VM over to you. I will update this if there is any change. Otherwise if I don't hear anything I shall commence cancellation of ALL services.
Further update on this.
1) Had a call from 2nd line as ticket raised with a view to talking me through set up. I advised VM had tried this hence the ticket.
2) Also told him engineer has been booked for tomorrow (Friday) 2 line man was not aware and said he was not able to see that. Why on earth not I asked? He responded by saying he would close the ticket in the event (which hasn’t happened yet of course)
3) Furthermore had an en mail congratulating me on my choice of TV 360.
You really could not make this up.
I did attempt to download 360 SW to no avail once again just to make sure I was not dreaming - no - make that having a nightmare.
You couldn’t make this up.
Appointment for Sunday has now gone off the system. I called 150 spoke to Sheena I think somewhere distant off shore being difficult to hear or understand.
I was told there are issues in my area affecting BB &TV.
The fix date for this is set at 13 Sept.
I informed her I had not experienced any problems with WiFi or BB. I related my story and asked why for the third time the engineers visit had disappeared without anyone telling me ?
She could not explain this. She arranged another engineer for Monday 9th 1200 x1600 and further advised there were outages in my area (14) affecting the services, the problem has been identified and an engineer is attending! She further advised all engineers are busy and booked up with this issue.
Hi ianjayne
Thanks for posting and welcome back to the community. Sorry to hear of this experience. It seems from what you've posted, the migration to the 360 software failed and thus an engineer visit was needed. There should be no charge for the upgrade as it's free. I'll send you a PM now to assist further.
Sounds like you really need to just cancel and run, I don't think Virgin knows it's arse from it's armpit at the moment.
I'm really dreading calling to cancel in November.
Engineer has been this afternoon and replaced the TV (360) box with a new one. The hard drive had failed on the old one. So far so good.
