Stream box not correctly linked to account at set-up and cannot add or remove services
Unable to manage subscriptions via the Stream puck since receiving and setting up on Saturday 20 Jan (now Tuesday 23 Jan). It gives me an 'oops there’s been a technical glitch' popup, and suggests I go to https://www.virginmedia.com/manage-stream with the error code TS2/1/2/ERR-400/302/400.
That web page doesn't seem to exist. This error message appears when both directly trying to subscribe via the puck via the channel information (in this case, Sky Sports) or via the Subscriptions app under the app screen, which fails to launch (the website says there should be a ‘TV upgrades’ app but that doesn’t exist). Links in your welcome email also directs to the same broken page that doesn’t exist.
Trying to add Sky Sports via https://www.virginmedia.com/support/help/tv/streaming screen ('Add', then 'add' again in the pop-up confirmation) just bounces me back to the original page with nothing being added.
Weirdly, I DID manage to add Netflix via the puck at the time of set-up but – three days later – this is still not showing up on my online account, even though I've received a confirmation email and the service is activated on the puck. My online account says I have no subscriptions at all!
It's as if the puck and my account are in two separate realities. I spent a considerable amount of time on the phone with VM on Saturday and they had no idea so escalated it to their tech department, but I still haven't heard back and nothing has changed. I tried a soft reset of the puck yesterday, but not a hard reset. I'm listing all the information I know in this post as I'm never quite sure whether phone conversations with VM mean they're understanding exactly what the issues are. Can anyone help, please?