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HiggledyHouse's avatar
HiggledyHouse
Joining in
8 months ago

Virgin steam box stuck on ‘adding’ entertainment

This has been stuck on ‘adding’ subscription for over a year now and I have spoken to multiple representatives from Virgin to no avail. I even had an engineer out today who replaced the stream box and updated it and our account was still showing ‘adding’ for entertainment subscription. It’s like going round in circles because nothing seems to be helping at all as I am always redirected to customer service who don’t seem to have a fix even though this seems like quite a semi-common issue. 
If any Virgin customers have had this issue previously and had it fixed please tell me how do go about this. 
& Virgin please can you actually help? I would greatly appreciate it. 

Steam box subscription fault

3 Replies

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  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    8 months ago

    Hi HiggledyHouse

    We're sorry to hear this has been ongoing for such a long time 😞 and that swapping the stream box hasn't resolved this.

    Is the entertainment package showing in your active subscriptions? If so, please select Cancel this pack > Yes, cancel it to confirm. 

    If it isn't showing in your active subscriptions, please select View package > Stream and then Manage Stream > Find the subscription you want, select Add. Then select Add again. 

    If this doesn't work, please kindly send us a screenshot of the pending adding error you're seeing, and we can investigate further.

    Please pop back to us when you can.

  • Wick74's avatar
    Wick74
    Just joined
    7 months ago

    They have done exactly the same to me. again this has been going on for about a year,

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      7 months ago

      Thanks for reaching out to us Wick74, and a very warm welcome to our Community Forums!

      Sorry to hear of the issues experienced with the adding of subscriptions on your Stream box.

      Can you please confirm if any diagnostics have been performed on the Stream box at all to see if this can be pushed through for you?

      Thanks,

      David_Bn