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lozer2108's avatar
lozer2108
On our wavelength
7 months ago
Solved

v6, tivo and 360

Received a letter saying that if I wanted to continue to watch netflix I wouldn't be able to on my Tivo box and to swap to a 360.  Have a V6 box also as main box and Tivo used in bedroom.  Needed a new remote for V6 and requested this at same time.  I'm confused as I've been sent 2 boxes - a 360 and a 360 mini box.  Thought that the V6 will be ok and just to replace the Tivo.  Now don't know what to do as being very discouraged by the negative comments about the 360 not being very good.  Have been a virgin customer for over 12 years and feel that being let down.  Can I just replace the Tivo with the main or mini box?

  • KeithLeonard's avatar
    KeithLeonard
    7 months ago

    As an existing customer you cannot be forced to have a 360 box. You will either have to get another V6 box, or change both your boxes to 360 ones as you cannot run both a V6 and a 360 box together because of the Horizon software on the 360 which is totally different to that on the Tivo V6.

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  • KeithLeonard's avatar
    KeithLeonard
    Rising star
    7 months ago

    As an existing customer you cannot be forced to have a 360 box. You will either have to get another V6 box, or change both your boxes to 360 ones as you cannot run both a V6 and a 360 box together because of the Horizon software on the 360 which is totally different to that on the Tivo V6.

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

    Netflix is being withdrawn from the legacy TiVo boxes in October/November. It remains fully supported on both the V6 & TV360.

    VM staff confirmed to the VIP group that in the scenario of a multiroom account with a mix of TiVo & V6, that TiVo's would be upgraded to V6 proactively. It doesn't come as a surprise that it's being used as another excuse to encourage conversions to TV360.

    One major flaw in this scenario would be the loss of HDD storage on your second box if you converted. The TiVo would be replaced with a mini-box not an HDD one.

  • lozer2108's avatar
    lozer2108
    On our wavelength
    7 months ago

    If I already have the boxes I won't be able to upgrade the Tivo to a v6 then - that option wasn't given.  Really upsetting as I feel that Virgin have railroaded me without all the options and not taken into consideration that I am paying the full VM package for TV and have been a loyal customer for so many years.  It's like a kick in the teeth and they don't care as long as they're getting the money.  Not very good customer care.

    • japitts's avatar
      japitts
      Very Insightful Person
      7 months ago
      lozer2108 wrote:

      If I already have the boxes I won't be able to upgrade the Tivo to a v6 then - that option wasn't given.

      You've lost me there. Can you post up a screenshot or picture of the email/letter you've received?

      At the very least you should be able to request the TiVo is swapped for a V6. It's by far the simplest solution here.

    • roy247's avatar
      roy247
      Hero
      7 months ago

      You could check on your V6 to see if the 360 update appears either on the Home screen or in Apps and then see if the V6 updates to 360 if if does the try swapping the old TiVo box for the 360 main box.

      It might be that the software update isn't sent to your V6 if you have been sent 2 boxes but someone might have sent 2 boxes by mistake.

       

  • lozer2108's avatar
    lozer2108
    On our wavelength
    7 months ago

    this is the letter they sent and when i spoke to someone on the chat they agreed to send me new remote for v6 and replace tivo with 360 

     

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

    That letter is in contradiction to what VM staff advised the VIP group.

    TiVo users would be offered a swap to TV360.

    Users with a mixture of TiVo & V6 would be offered a TiVo > V6 upgrade - so you'd end with 2 x V6.

    Sounds like the web-chat agent has sold you a TV360 conversion. Your V6 will be reformatted and software-converted. The TiVo will be replaced with a TV360-mini and lose its hard drive.

  • lozer2108's avatar
    lozer2108
    On our wavelength
    7 months ago

    Perhaps the VIP group can get back to VM and advise that they've been misled and see if this mess can be sorted.  What is the point of Virgin having a VIP group if they aren't being truthful.  I've never been so disillusioned by virgin.  Feel that I've been misled and lied to.  I know I'm only one household but I wonder how many have left virgin because of this mess.  The webchat people must be being directed to do this and so misleading anyone who contacts them as they knew I had a V6 and Tivo and didn't advise me that I could swap Tivo for a V6.  Will be looking to leave Virgin as soon as I can.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      7 months ago

      Hi there lozer2108 

      Thank you so much for your post and welcome back to the forums, it's great to have you back here. 

      I am so sorry that the V6 option was not given when you have discussed this with our teams, I would be happy to take a closer look into this with you via a private message and see what we can arrange. 

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    7 months ago

    Another option is to stay as you are and get Netflix from another source e.g smart TV.   Personally I'd get a V6 if you can, but definitely avoid the 360. 

  • Tavis75's avatar
    Tavis75
    Super solver
    7 months ago

    That letter seems doubly misleading as it only mentions the switch of the TiVo box and talks about watching your recordings before switching, from which you may not realise that you will lose your recordings on the V6 as well when that is swapped or has its software switched to the 360 software.

  • lozer2108's avatar
    lozer2108
    On our wavelength
    7 months ago

    You say that but I wasn't given the choice and when I put a copy of the letter on the forum was told sent wrong letter and webchat didn't advise me otherwise.  Was sent a 360 with hard disk and an mini.  Told I couldn't change my mind even before I had fitted them.  My V6 went dark and not converted.

    • japitts's avatar
      japitts
      Very Insightful Person
      7 months ago
      lozer2108 wrote:

      You say that but I wasn't given the choice and when I put a copy of the letter on the forum was told sent wrong letter and webchat didn't advise me otherwise.

      I've moved your post to your original thread. I agree that the letter you received was misleading, but did you specifically request a swap to V6 when you responded?