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sketchymagpie's avatar
sketchymagpie
Joining in
13 days ago

V6 + BT broadband

Hello!

My elderly parents' old TiVo box started playing up so I contacted Virgin for a replacement. They sent the V6. We had trouble setting it up (S310 error code) and we have an engineer booked for Tuesday.

Here's the thing... I've read online that these things don't work without Virgin broadband? They have BT and have never used Virgin for internet. 

However, I've had a look at their online package and was surprised to see their monthly price is £80+ and it looks to me like broadband has been added to their package at some point? I don't know how this could be as they have never requested nor used it - all I can think of is when they replaced the previous box with a TiVo in around 2019 and the lady on the phone told them they'd have to have a phone line put in but didn't have to use it. I can't check by going into "change your package" because it goes to a "something went wrong!" page.

So, the issue of broadband perhaps being on the package aside (which I could be mistaken about?), what can we expect to happen when the engineer turns up on Tuesday and they only have a BT router? 

12 Replies

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    13 days ago

    Yes. Virgin Broadband is a requirement for the V6. The older TiVO had a modem built in that could access the guide, updates & app content, which is on a closed internal network. The V6 does not have a modem, so to access this internal network has to connect to an internet hub on the same network. Yet another foul up by customer services, who should have spotted this !!!

  • sketchymagpie's avatar
    sketchymagpie
    Joining in
    13 days ago

    Thanks - some folks on Reddit said the engineer will likely fit a dummy modem for it so fingers crossed that’s the case.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    13 days ago

    The V6 will only work when connected to a Virginmedia modem connected to a working Virginmedia cable on a paid for Virginmedia account. 

    If the technician can't find a Virginmedia modem, he will have to fit one. There is no such thing as a dummy modem. 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    13 days ago

    I have been informed that essential (M50) Broadband is being provided for people with TV only contracts, in order the replacement boxes will work. It might be why the OP has this showing on the contract.

    • sketchymagpie's avatar
      sketchymagpie
      Joining in
      12 days ago

      Thanks, on the contract it says “Free Broadband for TV” so I presume that’s what it’s referring to.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    13 days ago

    It's entirely possible that both VM and BT are installed and working. TV on Virginmedia and everything else on BT. 

    But unnecessarily expensive to have both. BT/EE could provide a TV box, or Virginmedia could do all the web stuff. 

    • sketchymagpie's avatar
      sketchymagpie
      Joining in
      12 days ago

      Well, I found out that the last time my parents had to replace a box, Virgin told my mum she’d have to have a phone line put in with it, which she didn’t want because they’re on BT for phone and internet, but that she didn’t have to use it and so apparently they have been paying for a phone line they don’t use for about 7 years now also…!

      I’ll definitely have a look at what the contract status is with everything and see what’s the best option for them (which may even be switching to Freeview at this point as I don’t think they watch much outside of the terrestrial channels anymore).

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        12 days ago

        A decent Freeview recorder from Humax or Manhatten may do the trick.  Just keep the BT for the phone etc.  If this change was within 14 days, you may have a chance to cancel the VM install?

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    12 days ago

    The VM tech will remove the TiVo, fit a splitter to the cable and two short coaxial cables to the splitter and connect the hub and V6 to the cables. The V6 will also be connected to the hub by an Ethernet cable. The phone will connect to the hub's TEL 1 port with an adapter cable. It normally takes little time to get it all going.

    Your parents can then opt to get their BT phone number migrated to VM.

  • sketchymagpie's avatar
    sketchymagpie
    Joining in
    11 days ago

    Here’s an update. Engineer came yesterday and did indeed fit a “dummy” hub (as in a hub with free internet so the V6 box will work, but which can’t be used for regular paid Broadband) and everything works now.

    However, he was also surprised that they didn’t have Virgin Broadband because apparently their account shows that they have a router despite never having been sent one and never having asked for Broadband to be added to their package, so I need to investigate that for them now.

    Can’t do so on the website currently because a lot of the links around the account contract/package don’t work, which I think might be due to something with the new box being sent (I spoke to Live Chat on Sunday after receiving the V6 on Saturday and they said the account hadn’t updated to show that our box has been upgraded and there were some technical issues with the account).

    So I’m hoping that clears up in a day or two, as they said give it 48-72 hours.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      9 days ago

      Good morning sketchymagpie 

      Thanks for posting and welcome to the community. Sorry to hear of the service issues and the confusion. 

      When reading it, I was thinking along the lines of a 'dummy' Broadband connection for want of a better term, for the Internet connection for the V6 as we did use to do them. It's purely for that and no other connections though.

      I'll send you a PM though to check on this.