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martynco
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Letter saying that Virgin need to Upgrade TV Box

I have two Virgin TV boxes, a V6 and an older one that does not record. I received a letter from Virgin saying that from 31 Jan next year I will not get Sky TV on one of my boxes and that I was being offered a free upgrade to a V6 box. It is not explicit if this means just the fitting is free or if the fitting is free and there is no extra monthly charge for the second V6. The second box is in a bedroom and we do not use it very often but when we do it is mainly due to a football match that I want to watch that clashes with something else so if I can't watch Sky Sport on it any more then it is probably not worth having the extra box (and possibly the Sky package from Virgin) but as that it is mainly all it is used for it does not seem worth adding a lot to my monthly bill. Can anyone from Virgin clarify what is meant by the free upgrade or has someone had this and can tell me?

Thank you,
Martyn

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Superuser
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Re: Letter saying that Virgin need to Upgrade TV Box

From January 31st, Sky Sports HD will only be available on a TiVo or Virgin TV V6 box.

All customers that currently subscribe to Sky Sports HD and have older HD boxes are being offered a swap of any older HD boxes to TiVo or Virgin TV V6, so they can continue to watch Sky Sports HD subscription across all their boxes.

My understanding is that this swap is for no additional cost either as a one off or a change to the monthly subscription cost.

**********************************
I work for Virgin Media - but all opinions posted here are my own
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martynco
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Re: Letter saying that Virgin need to Upgrade TV Box

Thank you Ben for clearing that up for me. For my specific use case a second box is currently a bit marginal and getting rid of it has been discussed but a second V6 would add extra things that make it more useful.

It is good to get these things sorted out before they are fitted rather than feeling upset and needing to sort things out after the event.

Thank you again,
Martyn
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Re: Letter saying that Virgin need to Upgrade TV Box

Hi Martyn

Thanks for popping by about the V6 Upgrade for our legacy set top box customers who subscribe to Sky Sports HDSmiley Happy

Its a free activation and there would be no monthly cost for theV6 on top of what you pay now, while you remain on the existing package you have.

Should you decide at a future point to change or update the package then at this point that second V6would be come chargeable at the normal £5 monthly rate.

I hope this helps Smiley Happy

 


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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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viewsonic
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Re: Letter saying that Virgin need to Upgrade TV Box

I also received a letter from Virgin Media notifying that I will need to upgrade my existing old TV boxes, however, the option to place an order online does not work.

On accessing the order page all I see is "Oops something went wrong" this has continued for over three weeks, I am aware that I could place an order over the phone but I do not have the time to spend endless hours in a queue.

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Re: Letter saying that Virgin need to Upgrade TV Box

Hi viewsonic, 

 

Thanks for your post and apologies to hear you are having an issue ordering your replacement V6 box. 

 

The older boxes will become dormant soon so you need to get the replacement sorted asap. As the website isn't working for you, you will need to give us a call to get this resolved. 

 

You can speak to the team on 150 / 0345 454 1111. 

 

Come back and let us know how it goes. 

 

Thanks,

Kath_F
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Tony1953
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Message 7 of 10
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Re: Letter saying that Virgin need to Upgrade TV Box

Hi, I also received the free upgrade letter and did experience problems with the online request but it did eventually work. Had a TIVO box and a second older box in another room so the older style box needed replacing. Have just got my monthly bill and this "free" upgrade had appeared as a £40 installation and connection charge. Not impressed
Tony
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Re: Letter saying that Virgin need to Upgrade TV Box

Hi Tony1953, 

 

Thanks for your post and apologies to hear that you have been charged an installation fee for the new box. I can certainly get this credited back for you. 

 

Checking the account I can see the agent put it through as a voluntary upgrade as opposed to one we were forcing. This automatically generated the fee. 

 

I can also see since posting you have spoken to the team and they have refunded this for you. 

 

If you have any further issues, come back and let us know. 

 

Apologies once again. 

 

Thanks,

Kath_F
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mabawsa1947
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Re: Letter saying that Virgin need to Upgrade TV Box

Hi,

My mother-in-law is aged 92 and suffers from Alzheimers Disease.  She lives alone but, luckily, she is still able to stay in her own home with help from my wife and social services. She has both the Virgin TV and telephone service.  She recently received a letter saying her TV box required replacing or she may not be able to watch TV after the end of this month.  I tried to order the upgrade via the website, but stopped when I noticed from the FAQs that someone from Virgin would need to call her to discuss further. 

As this would be a non-runner given her condition, I phoned the Virgin Media Team to explain the situattion.  To say that they were rude and unhelpful would be to put it mildly.  The girl who answered the call did not even try to understand the position and said she could only discuss with my wife if she had Power of Attorney in respect of her mother.  Unfortunately, she does not have a PoA.

I would be obliged if someone from the Media Team could contact me by phone/email to discuss further as, otherwise, I will be forced to close down my mother-in-law's Virgin account and take the business elsewhere.

Than you,

Tony

 

 

 

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Re: Letter saying that Virgin need to Upgrade TV Box

Hi Tony,

Thank you for taking the time to post in the Community.

I'm really sorry to hear about this our agents should not be rude in any way to our customers and I would like to personally apologise for this.

We can certainly look into this and see if we can arrange this upgrade of the equipment but the only way we can do this is to clear security.

I have sent you a private message. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Speak soon,

Louise


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