Forum Discussion

revans's avatar
revans
On our wavelength
3 days ago

I want to move over to a stream box

I'm actually trying to move over to a Stream Box from an existing V6/360 box because of ongoing issues with boxes always overheating and fan noise/HDD noise. I don't need the recording feature of the existing box, and something that runs much quieter and cooler would be idea. I rang customer services figuring it would be a welcome request as the 360 boxes are being killed off anyway. I was told it is not possible, the only way to do it was an additional £10/month fee and have it as a second box.

This seems ridiculous. I'm actually trying to do VM a favour here as one of these days their dodgy hardware is going to set my house on fire. I was also hoping the Stream Box, which uses a different distribution mechanism (the broadband line not the dedicated TV coax) may resolve the sounds and sync issues which have emerged over the last few weeks and for which I am still awaiting a report back on some sort of fix. 

Was the customer service droid accurate, or could he just not be **bleep** doing what was necessary to recreate the existing package with a Stream Box rather than V6/360?

Stream
stream box
StreamBox
Virgin stream

5 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    3 days ago

    I may be a bit out-of-date but as at March 2025 multiroom was still not available with the Flex service (so you could have only one box). This was awkward as 360 users could have up to six Streaming boxes. If this situation is unchanged then the customer agent was correct in offering a Stream box with the 360 as so can't have just two Stream boxes.

    However it does seem to me that the best approach is to book a tech to replace any noisy or non-working 360 boxes.

    • Richardr1's avatar
      Richardr1
      Superfast
      14 hours ago

      Isn't it the case that whether one can have multiple stream boxes depends on the TV package:

      1. Flex - can't currently have more than one box. It is designed as a cheap way to sell a basic TV package to customers who would otherwise just take broadband and is an add-on to a broadband contract, so can be cancelled at any time, not just after 18 / 24 months;
      2. bigger or biggest Combo - the current TV packages - can have main and any additional boxes as Stream boxes, and that is now the default for new customers wanting more than one box, but customers of more than a couple of months or so will have a 360 box (and a few will have TIVO / V6);
      3. Mix / Mixit / Maxit / Mega - the legacy packages - can in theory, albeit customers will already have a V6 / 360 / TIVO box at least for main box by virtue of being on those packages. I would not be surprised if Virgin Media will not allow a swap on the legacy packages - an upsell to the more expensive newer package will likely be needed if and when it is allowed.

       

      Whilst actively trying to convert TIVO and V6 customers to 360, Virgin Media is not currently trying to convert existing customers on 2 and 3 above to a Stream box even though that box is the default for all new TV customers. It also definitely doesn't want to convert those on an expensive TV package with a contracted period to the cheaper and cancellable at any time Flex TV package. I got it by cancelling my TV package completely which was a V6 box and out of contract, and then after a few months of just having broadband being sold the Flex TV add-on.

  • japitts's avatar
    japitts
    Very Insightful Person
    3 days ago

    the 360 boxes are being killed off anyway

    Not for quite a few years to come, they're not

  • Stephen93's avatar
    Stephen93
    Superfast
    3 days ago

    They're not bothered about favours, it depends who you speak to in CS, all they want to do is get you on a more expensive package, best idea is to go through to customer retentions & threaten to leave 

    I did, I was paying £78 a month for 1 gig broadband 30 day contract, wanted a Flex box but only basic, got them down to £55 a month for 24 months, 1 gig & Flex box (previously Virgin Stream) 

    Got a good deal I think, I know it's 24 months but there's no other ISP that can match Virgin speeds in my area, so will be sticking with them.

    Flex box is fast, you add programs to your Watchlist & highight the show your want to view, if it has an app it directs you there, I like it 

    • Richardr1's avatar
      Richardr1
      Superfast
      3 days ago

      My normal comment here - the box is still called Stream - Flex is one of the packages that it is used for. The Stream box is now also used for customers of the existing and legacy TV packages when they need a new box, as well as second boxes where the 360 is the main box.

      The distinction may well be important for someone wanting to keep their existing package of channels.