Forum Discussion

JohnsonUser23's avatar
JohnsonUser23
Joining in
20 days ago

Reverting to Virgin360 from Unwanted Stream Box

Hi All,

I recently negotiated a new Virgin contract and asked for a second box for another room. I was told I would receive two new boxes but not the details of what they could/couldn't do or even that they were a different type of box. Unfortunately, my family uses recording and pausing often and I prefer to use an ethernet connection in the main room.

I raised this with Virgin and multiple customer service agents have said that is impossible to revert back which I find very strange. I cancelled my contract within 14 days and have been contacted by retentions but no one is able to give me what I want which is just to have my box back working as before. Has anyone had a similar experience or know if this is definitely the case? I know Sky has also moved to streaming so I'm considering EE TV options at the moment.

My area IS covered for Virgin 360 and I have checked the coverage maps but I don't why they are so adamant about something which shouldn't be difficult.

Regards,

Malachi

New contract
revert
Stream
Virgin360

9 Replies

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

    The TV boxes are now, by default, Stream.  I believe however, for a charge of £49.99 you can get a single 360 box.  All other boxes will be additional Stream boxes.

  • JohnsonUser23's avatar
    JohnsonUser23
    Joining in
    18 days ago

    Thanks, any idea what I should say as the Virgin staff I speak to on the phone tell me you cant revert from stream to 360?

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

      At the very least, make sure you speak to at least another one or two CS agents yet - doing a best of 3 should either find one that's read the correct briefing, or may confirm a change of policy if they all say the same thing.

      There's been no change of policy communicated formally on this forum.

      • JohnsonUser23's avatar
        JohnsonUser23
        Joining in
        13 days ago

        Hi all,

        Just to confirm, I’ve had it said by two different retention agents and several customer service staff now that I am unable to revert. One retentions staff member thought the change was possible on Monday but did not call back after going away to talk to the team responsible for making the change. I spoke to a different guy from retentions today who said it’s Virgin Policy that you cannot revert. He did say that they are receiving several complaints and may reintroduce it in the future but for now it’s a very disappointing outcome. I’ve already had two days of no wi-fi due to an outage but the alternatives do feel very limited.

        A very disappointed customer here but doesn’t look like much I can do. Will probably pursue my complaint with ombudsman as I think it’s a very underhand process they’re using to force people onto a new product.

         

        Regards,

        Malachi

         

    • Deepak_S's avatar
      Deepak_S
      Icon for Forum Team rankForum Team
      12 days ago

      Hi JohnsonUser23, 

       

      We are not reverting any stream box users back to 360. If you currently have 360 you may keep it, but those who have moved to stream will no longer have access to 360 or the ability to get it. We understand this may not be what you want to hear, however we are encouraging all our customers to make the move to stream. All VMo2 agents should state the same🙂

       

      We hope this information helps!

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    13 days ago

    Did you have a 360 and asked for a second box? If so this would be a Stream as normal and I don't see why you would now be contracted for two Streams. Perhaps a forum staff member can sort this out.