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garpat32's avatar
garpat32
On our wavelength
19 days ago

Stream box with new contract?

Wasnt sure where to post this but hopefully it's ok here

So we signed up for Vm500 with Mega TV on new self install contract

The kit arrived and I noticed straight away I was set a "apollo" stream box rather than the (what I thought was) stadard TV360 as we are in a DOCSIS area, and neighbours also have TV360 here.

This is where the fun starts as I have tried to get astraight forwards response from VM CS team on the reason why this is the case.

The contract I was emailed after signing up makes no mention of the apllo box, just says "Mega TV 190+ channels, and no further info, however the contract in my account on the website has the apollo box added in below the Mega TV section?

I have been told that my area doesnt support the TV 360 box, also that I have to pay more to "upgrade" to a TV360 box

Anyone know what is correct here?

Thanks

20 Replies

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

    If you are connected via co-ax cable (HFC or RFoG), then yes, you should get a 360 box.  If you are in a new Nexfibre XGS-PON FTTP area, then you get the Flex streaming box.  At least that's my understanding at the moment.

  • garpat32's avatar
    garpat32
    On our wavelength
    19 days ago

    Yep, Docsis area, was an old Telewest area etc etc.

    Been passed from one team to another to another on the phone and even retentions have palmed me over to another team 

    and each time the info is cant do it, oh yes we can swap them , no we cant, and passed to yet another team 

     

     

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

      Maybe they have changed everything?  I don't use the VM TV and perhaps the rules have changed with the advent of the new Flex platform for TV?

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

        Scrub that.  It seems the Flex box is the new offering for TV.  The 360 is indeed an additional cost. 

        Every day is a school day ...

  • Petebee33's avatar
    Petebee33
    Joining in
    5 days ago

    I am having exactly the same issue. Ordered 360 box and got a stream box. When I rang I was told to leave it a couple of days so that my contract went live then phone back and they will swop for a 360 box. When I rang back I was told that Virgin no longer provide 360 boxes. I pointed out that when I originally agreed to go over to Virgin it was directly because I could have a box with program recording. I was assured that this was correct. I have mentioned the day & time of my call and asked them to check the recording to confirm what I was told. Awaiting a call back.