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Debi74's avatar
Debi74
Joining in
2 months ago

Virgin TV 360 Box

Hiya guys I’m hoping that someone can help me or give advice on how I can resolve my 18 month old problem I have been experiencing with the virgin media customer support service or the lack of support I’m having with no help from them and they don’t seem to understand what I’m saying, all of the replies I receive is that they cannot help me with this issue at this present moment and they either end the conversation feed or they hang up on me.

I have just started a second package for 18 months volt M350 mega tv with a virgin tv360 box. I have contacted virgin many times throughout my first package but I still haven’t got my problem resolved. I’m trying to find a way to resolve this issue but I don’t know how to fix it.

when I started my first package which was 18 months ago I didn’t receive the TV360 box, I already had the broadband modem box as I was an existing customer who was upgrading my virgin media package to receive the mega tv 3 and phone line.virgin media customer support service is not very helpful and they can’t help me and most of the time I don’t think they can speak good English so I’m just repeating myself and the language barrier is passed on to the person who they have transferred me to repeat myself again.

 Really don’t know what I should do to send a tvbox to my address.. I can only watch the tv through the virgin tv go app on my tablet.

 

please help my guys thank you 

5 Replies

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  • Hosay299's avatar
    Hosay299
    Fibre optic
    2 months ago

    Hi sorry to hear u have a issue trying to sort if u want to take the matter further then please open a formal complaint as this will then go to a higher up team and they then should see what u have had bad service when contacting the normal team 

    please see here https://www.virginmedia.com/help/complaints
    also, one of the VM STAFF may reply in a few days with some more help

    • Debi74's avatar
      Debi74
      Joining in
      2 months ago

      Thank you for the link to get this formal complaint email written and sent in the morning. I’m not really asking for much just the tv box so I can actually watch the tv services I’m paying for every month. How hard can it be for someone to open my account to get my address and send me the tv box. Problem is the fact most people say it’s not their job and they transfer me to another person who also can’t help to resolve my issue 😡

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Hi Debi74 

        Welcome back to the Community Forums. 

        Sorry to hear about your ongoing concerns with you set-top box. 

        If you've had a set-top box ordered and received this would be visible on your online account under your registered equipment so it's odd that that hasn't been identified. 

        We can double check the account on our side to see what's happened if you still need. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.