Forum Discussion

Thunderstruck's avatar
Thunderstruck
Tuning in
2 months ago

Stream Boxes v TV Boxes

Having previously been with Sky for 25 years, I have recently signed up to a contract with VM. On the advised installation date, nobody arrived from VM . I decided to call them to find out why and was told there was an error on their part and that I would have to sign up to another contract. I explained exactly what I wanted and was told that the Mega Volt with additional TV boxes was almost identical but an extra £5 per month with faster broadband speeds. So I signed up. When installation date arrived, I only received two of the three TV boxes I thought I was getting. Now I am being told that there was only ever two boxes included in my contract. I didn't know how VM TV worked but my contract included a 'Stream Box' and 2 x 'Additional TV Boxes' so I assumed I would receive enough hardware to watch content on 3 x TV's as this is what I discussed and double checked with VM prior to signing up. Now I am being told that if I want a third box, it is going to cost me an extra £5 per month which doesn't seem right to me?                    

8 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Don’t forget your 14 day cancellation option…

  • If your contract says a 'Stream Box' and 2 x 'Additional TV Boxes', then Virgin Media are in breach of the contract. If they are unwilling to provide what they are contracted to do for the price they have agreed, then it is worth submitting a formal complaint.

  • Hey Thunderstruck, thank you for reaching out and we are sorry to hear about your package issue, also a warm welcome to the community.

    If the old deal was not vaild / didn't go through we can only go off the deal you have resigned up for sorry.

    Did your paperwork at all state there was a 3rd box?

    • Thunderstruck's avatar
      Thunderstruck
      Tuning in

      Yes. The contract states a 'Stream Box' and 2 x 'Additional TV Boxes' 

  • I tried resolving this issue via the chat function but the people I've been communicating with on chat don't seem to understand the issue at all. I've raised a formal complaint in the hope this issue can be quickly resolved  

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team

      Thanks for reaching out to us Thunderstruck, and welcome back to our Community Forums

      Sorry to hear that a Flex box is seemingly missing from your package.

      Check out the envelope in the top right hand corner and I'll be best placed to have a look into this for you.

      Thanks,

      David_Bn

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta

    Do you have the hub 5X? If so only a Flex (formerly Stream) box is possible.