Forum Discussion

robersk1's avatar
robersk1
Joining in
5 months ago

Stream box and no subscription capability

Can anyone offer advice on setting up subscriptions to sky sports and TNT sports? I see others have had similar problems. Been via help desk, had a technician out and been through the fault and retention teams (Teir 2) but still not resolved since service installed. Have tried since Aug to resolve with hours on the phone. I cannot add via app, nor directly on TV screen. Have continuous error code starting TS2 (which nobody at Virgin appears to recognise). I have an open IT ticket but after 4 weeks no resolution or contact from technical help. Feeling that issue is related to new Nexfibre using XGS-PON network and a systemic issue with the stream box subscription service and worryingly the retention team and the fault team at Virgin unable to help or fix This leaves me subscribed to Virgin media (18 month contract) but being told they can not supply me with subscription channels they promised. Feel that this is mis-selling and is a cause for concern. Has anyone gone to the Communications Omsbudsman yet? Maybe my next step. Frustrated! 

  • robersk1's avatar
    robersk1
    Joining in
    5 months ago

    update: VM sent me a new stream box and the subscription app on the stream box works in that it gives me the option to add. Currently showing as "adding...": after 30 minutes still waiting and stuck on adding.....I will see it it adds after 24 . If not I will phone VM and see if they can fix...fingers crossed! Also my online account is showing as pending...it a step forward but no yet completed..

     

     

     

  • robersk1's avatar
    robersk1
    Joining in
    5 months ago

    Update: TNT sports now subscribed to and active 🙂

    So after all the hassle it was a case of sending a new stream box! Hope this is useful to others