Forum Discussion

Tnz1048's avatar
Tnz1048
Joining in
3 months ago

Unable to add subscriptions to flex box

Hi, we moved to virgin media from Sky 2 weeks ago and since moving we are unable to add any subscriptions on our flex box! 

I have spoken to a number of agents on the phone who have been as much use as a chocolate tea pot. Had a new flex box sent out (issue still the same) they have also tried to send an engineer out which I refused as this was pointless! The internet is working and live tv on the stream box!

Anyone got any idea how to fix this issue as the wife is wanting to cancel and go back to sky due to virgin media’s shocking customer service and technical service! 

thanks 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    You only have 14 days of cooling off, so if you are already 2 weeks in it looks like you can't leave?  You should at least let VM send the technician as it's no cost to you and he may find some reason for this issue?

    • Tnz1048's avatar
      Tnz1048
      Joining in
      3 months ago

      I have spent over 12 hours on the phone to them trying to get this resolved. The internet is working with no issues and the live tv part of the flex box is working just the subscriptions part.

      i also can’t add the subscriptions on the web version of manage my flex either. Is it not just a waste of time getting an engineer out to have a look at everything seems fine connectivity wise on the hardware. Looks like a vm issue on their side? 

      • David_Bn's avatar
        David_Bn
        Forum Team
        3 months ago

        Thanks for reaching out to us Tnz1048, and a very warm welcome to our Community Forums!

        Sorry to hear of the issues experienced when trying to subscribe to 3rd party services/content.

        Can you please confirm if you get any error messages and/or codes populating on the screen when the attempt to subscribe fails?

        Thanks,

        David_Bn

  • Haylinghoff's avatar
    Haylinghoff
    Tuning in
    3 months ago

    Hi, I have the same problem. It appears to be a fairly regular issue according to previous chats on here but I have no idea how to get it sorted. I've reported it to Virgin and their help desk are clueless. Have had 2 engineer visits and 3 boxes - and we've only been with Virgin for 2 weeks! 

     

    • Zach_R's avatar
      Zach_R
      Forum Team
      2 months ago

      Hi Haylinghoff,

      Thank you for your post and welcome to our community forums. We're here to help.

      I'm very sorry to hear that you're experiencing similar issues when trying to subscribe to something via your Stream device/service. Does an error message appear for you at all? Can you also confirm how you're attempting to subscribe to something new?

      Thanks,
       

      • Haylinghoff's avatar
        Haylinghoff
        Tuning in
        2 months ago

        Hi - The issue was resolved on Thursday 21st Nov when everything was deleted & re-installed on the stream box. I can now see the "Flex" subscriptions page and add new channels. Thank you