Forum Discussion

Trevor_64's avatar
Trevor_64
Joining in
8 months ago

New channels not available

Hi, 

I rang virgin media the on the 15th June to see if they could do me a better package deal. 
I was told on the phone, the changes to my broadband and tv series would take effect within 24 hours - we are now out of that time window. 

I addded the movie & sports channels to my package, and my V6 box is telling me that I’m not subscribed to these channels. I have tried rebooting the box. Any ideas? I will obviously call customers services. I was just wondering if anyone else has had similar issues? 

Thanks 

tv service
upgrade issues
V6 box
  • japitts's avatar
    japitts
    Very Insightful Person
    8 months ago

    IMHO missing channels, is one "fault" where a reboot tends not to have any effect.

    On a TiVo or V6, follow Home > Help & Settings > Help > TV Care > I'm missing some channels, and follow the prompts.

    If this refresh fails to get the channels on, the chances are they're not in your package which is a CS issue. All that said, you've not said which "movie & sports channels" you're missing, but if they're Sky Sports - then those only come in SD as standard unless you also opt for the HD supplement.

    So make sure you're checking the SD variants in EPG positions 511 upwards, if this applies.

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

    Hi Trevor_64 

    When you perform a regrade/recontract over the phone then the extra channels are usually added immediately, unless you are also going to receive new equipment, in which case they won't be updated until your new equipment is installed and activated.

    You've posted in the V6 forum so assuming you have a V6 box you can try to update your channels by using your remote and clicking on

    Home > Help & Settings > Help > TV Care > I'm missing some channels and allowing around 10 minutes or so to update.

    If part of your regrade/recontract included switching from a V6 set top box (tivo) to TV360 (horizon) then the new channels won't be added until you receive a 360 remote and then perform the upgrade to 360 via your V6 box