Forum Discussion

peteg1's avatar
peteg1
On our wavelength
2 years ago
Solved

V6 box (and a mini box)

I have been trying to get a person to help. I was advised in the forums to call 150. However, Ive spent most of this morning to speak to someone instead of going round and round a computers answer - which doesn’t help at all. 

I think I’m currently on an ‘old’ TiVo box and want to change to a V6 and get another mini box at the same time. I shall probably need some assistance with installation. How can I get this problem ‘activated’?

  • roy247's avatar
    roy247
    2 years ago

    Did you try selecting the 'leaving option' when phoning, you usually get through to a UK based person.

    Best time to call would be at 8am and you should be able to fully understand what they are saying.

     

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    First off - which boxes do you have? https://www.virginmedia.com/care/tv-fault/which-tv-box 

    TiVo & V6 both run TiVo software and multiroom boxes are fully-functional, each with their own hard drives.

    TV360 runs Horizon software and is designed around one central "master" box with the hard drive & subsequent "mini"boxes without hard drives.

    Thus if you are a TiVo/V6 customer you get a much better deal than TV360 users by having multiple master boxes and no such thing as a mini-box.

    Some "Volt" packages include an additional multiroom box as standard, otherwise there's likely to be an extra monthly fee ~£10 or so for the extra facility, which includes replication of your existing TV package onto the new box. You'll need an additional co-ax connection in the location you want to use the extra box, and if you don't have this then a manned install will be required.

    You will likely need to call in to arrange this. What's the issue you're having with the 150 IVR?

    • peteg1's avatar
      peteg1
      On our wavelength
      2 years ago

      Thanks - I’ve spent much time trying to get some assistance via 150 and I have consistently failed to get an answer. As a result Ive decided not to bother with trying to get improvements from VM. But thanks anyway.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi peteg1, 

    Thanks for coming back to us in the Community regarding an upgrade on your TV service. We're unable to help with package changes via the Community however the team will be able to offer the best offers and discounts for you. 

    You can reach them by calling 150 / 0345 454 1111 and selecting options 1, 4 then 4 again or you can contact them via WhatsApp on 07305327112. Replies aren't instant and can take a few hours but it allows you to get on with your day whilst waiting for a reply.

    Keep us posted on how you get on. 

    Thanks,

    • peteg1's avatar
      peteg1
      On our wavelength
      2 years ago

      Hi, and thanks. I’ve spent so long over these past days trying to get answers and practical assistance from VM. More recently I received an email from VM telling me my renewal is due ‘soon’ (it’s quite a number of weeks away yet). It also told me I’m on a TV360 package,  which I’m not. More time spent on 150 and have never managed to speak to anyone. I went through other options on 150, and via ‘chat’ getting nowhere. I replied to the email address on the email they sent me which says the contact with them to arrange renewals is through this email contact. It’s not, all I get is a standard reply saying they don’t reply via the email contact they gave me. If there’s ever a serious problem with any of my VM services this standard of support gives me no reason for confidence that any problems will be addressed. So, I’ve abandoned any thought of improving my VM package. Thanks anyway.

      • roy247's avatar
        roy247
        Superstar
        2 years ago

        Did you try selecting the 'leaving option' when phoning, you usually get through to a UK based person.

        Best time to call would be at 8am and you should be able to fully understand what they are saying.