Forum Discussion

distantdave2001's avatar
distantdave2001
Settling in
24 days ago

2nd Stream Box for Flex TV customer

Apologies if this has been asked before, I've been getting conflicting information and looking to find out the right answer once and for all. 

2 things: 

  1. I'm currently a Flex customer. I've been trying for the next part of 18 months to get a 2nd stream box but I'm told it is not possible. I need to wait until my contract ends. There is no way to add a 2nd stream box for Flex customers. Is this definitely the case?
  2. When I go to the My Virgin Media app and then upgrade I have an option to choose Sky Sports for £18 per month for 18 months and TNT sports for £10 per month for 18 months. I have chosen these a couple of times now and get a new contract through email but nothing actually happens and I'm still charged the same Flex price of £38.74 for Sky Sports and £18 for TNT. Seems like other have the same issue so feels like it's just a phantom offer that doesn't actually exist. Can anyone confirm if this is the case? 

Flex was great when I first signed up but doesn't feel like the support or knowledge is there with staff for this product as I constantly get told conflicting information. 

 

flex
sky sports HD
Stream

5 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    24 days ago

    Flex is a  flexible add-on to broadband on a rolling 30-day contract, and only one box is permitted. For two boxes you'd need one of the other broadband and TV packages such as Bigger Combo.

    • distantdave2001's avatar
      distantdave2001
      Settling in
      24 days ago

      Thanks Roger. 

      Guess that means I just have to wait it out for my broadband contract to end and sign up for a new combined broadband and tv deal then?

       I've tried calling to upgrade to a new 24 month contract with TV and Broadband but I've been told it's not possible. I would need to disconnect, pay fees for ending early and rejoin with a break in service. 

      Just feels a bit frustrating as normally you can always upgrade, even if in year. I'm currently having to pay for sky stream in another room and running 2 services which isn't great. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    24 days ago

    Hi distantdave2001​ 

    Flex is the 'flexible' basic TV add on, ideal for broadband only customers, but it doesn't have multiroom support. As it's on a 30 day rolling contract it can be cancelled at any time by giving 30 days notice.   

    You would need to cancel  your Flex subscription before being able to add a Stream TV subscription which allows up to 5 additional boxes. The first extra box is £10 per month, and any further additional boxes would be an extra £5 per month each.

    There have been numerous posts about issues adding and removing Sky Sports etc.

     

     

     

    • distantdave2001's avatar
      distantdave2001
      Settling in
      24 days ago

      Thanks. I'll give them a phone tomorrow and see if I can cancel flex to add a stream TV. At the moment I'm being told the only option is to cancel all my VM services (basically my broadband) and pay the early exit fee. Then I would have a short break in service to start a new contract. 

      I'll try and see if they can just cancel the flex TV and then upgrade my broadband package to add stream

      • Richardr1's avatar
        Richardr1
        Fibre optic
        24 days ago

        You should be able to cancel the Flex package at any time. However, going to another TV package, which will almost certainly be one of the Combo packages, will as a minimum be a new contract with an 18 or 24 month length. They will usually be willing to do that as it is in their interest, but it may depend on exactly who you speak to as it is unusual. It will need to be part of a package with the broadband also extended that long, and the price including the broadband will need to be agreed anew.

        The sports and other offers appear not to apply to Flex, but you should be able to take them up if you do manage to change your contract to a different long term TV package.