Hi. Did you ever get a reply to this? I'm in the exact same scenario since renewing my contract. As soon as I open the subscription app on the stream box I get that exact same error code. Similar to you I am getting absolutely nowhere with customer service who seem to have no idea how to fix it.
Hi. Same position here. I had an email offer of Premier Sports for £1 for 2 months. Tried to add via the box and got an error. Tried via chat and was told I could only have it if they added a tv package. Tried over the phone and was told it cannot be added to a stream box. What a total farce.
Is there anyone from Virgin Media on this forum that can help?
As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.
I'm virtually certain this Premier Sports offer is for TV bundle entitlements for the V6/360 boxes and can’t be applied to Stream. These marketing emails are often sent to accounts without checking whether your account is eligible or whether the product supports the add‑on.
Forum TeamSorry to hear of the outcome you have been advised nrushforth.
Can you please confirm if the E-Mail received confirms if this is available for customers using one of our Flex boxes, or if it's possible advised that this is restricted to V6/360 set top boxes?
Is it possible to share the E-Mail received, with all personal information omitted?
Thanks,
David_Bn
I received the email (I have two 360 boxes and a Stream box and am on the Max Volt (v09.25). The offer was also advertised on the Home Rail of the 360 and Stream boxes.
The legal stuff
VIRGIN FIBRE AREAS ONLY. Subject to survey, network capacity & credit check.
Separate contracts and terms and conditions apply to your broadband and mobile services. These prices are on top of your existing Virgin Media cable services’ monthly subscription cost.
Premier Sports: Premier Sports is only £1 for 2 months and from month 3, it is £16.99 on a 30-day rolling contract. Cancel anytime with 30 days’ notice. Offer ends 8th Feb 2026 at 23.59pm.
TV: Content available depends on TV package. Content and features may change at any time during the contract. Channel line-ups are subject to regional variations. TV packs currently exclude some Teletext services. ITV HD is subject to regional variation. ITV HD is not available where STV HD or UTV HD is available. Number of inclusive HD channels depends on package. 4K/UHD compatible. Requires 4K compatible TV/device with HDCP 2.2. HD TV required for HD channels. TV box equipment remains property of Virgin Media.
General: Further legal stuff applies – see [virginmedia.com/legalstuff]virginmedia.com/legalstuff. All rights reserved. Registered office address: 500 Brook Drive, Reading, RG2 6UU. Registered in England and Wales No. 02 59 12 37.
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#1185
I suspect there are two slightly different issues in this thread.
The first post is about the inability at the moment for many customers on the Flex package to add or remove channels. Trying to add gives the error code the original poster referred to. On the other hand others have had cancelled channel packages removed from billing but not from their box. Whilst this has happened intermittently over the past two years, it does seem more common at the moment, but customer services seem unable to deal with it.
The second issue is around special offers. Certainly in the past they have been package related, not type of box related. If one is on the Stream box with a Flex package they have not been available, if on one of the standard TV packages then the deal is available. I've experienced that in the past with a TNT Sport offer that wasn't applicable to the Flex package I had, which took weeks to sort out.
If Virgin Media are emailing promotional offers that do not make such restrictions clear, then in addition to the OFCOM regulated complaints procedure that ultimately goes to the Communications & Internet Services Adjudication Scheme, they are also potentially breaching ASA rules.
