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Nick262's avatar
Nick262
Joining in
11 months ago

Stream sign-up issues

Hi, hopefully someone can help. I have broadband only internet from VM (no TV) and wanted to get a stream box for £35 activation fee as all the advertising seems to imply.

My gf tried to do this today over live chat and was told it was an extra £4 a month (she did agree to this before chatting to me). I advised I didn't think that was right and to say you don't want it at that deal and she was told she couldn't cancel and it was a new contract ( I thought cooling off period was like 14 days not an hour). Am I wrong in thinking a stream box is just 35 activation fee for existing customers? Wish I hadn't bothered now!

Stream

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    11 months ago

    Hi Nick262

    You are correct and the agent has misinformed your girlfriend. Also there is a 14 day cancellation/cooling off period for any transaction placed online or over the phone.

    The info below is from the Legal Stuiff on the /virginmedia.com/tv/stream page

    There is no charge for the Stream service, but a one-off £35 Stream activation fee applies, along with charges & terms for each Stream subscription. Some Stream subscriptions require 30 days’ notice to cancel. New Virgin Media broadband customers subject to 18 month contract and set up fees may apply. See full details

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    11 months ago

    Hi Nick262 

    Thanks for posting and welcome to the community. Thanks also to newapollo, they're correct, it's only the fee charged as Stream doesn't increase the cost of the bundle, any subscriptions will obviously but Stream on it's own won't.

    I'll send you a PM now to assist further :).

  • Elgeet1's avatar
    Elgeet1
    Tuning in
    10 months ago

    I have also tried to get the Stream service. After waiting 30 mins on the chat function they wanted to charge me £3 more a month. Joke. 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      10 months ago

      Hi Elgeet1, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear that you've been advised there is an increase in your price for adding a Stream box. There would usually only be a charge when adding any subscriptions. To add the box itself, as has been mentioned above, there is no extra monthly charge. You just pay a one off activation fee. 

      This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

      I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,