I recently ordered an upgrade online, for which I chose the quick start method. I selected to collect the parcel from a local collection point as I am unable to be at home all day this week.
The order went through fine, and I received a confirmation stating that it was due to arrive on Monday. It also said that I would receive a code to allow for collection. The trouble is I have heard nothing since. I have checked with the collection point who confirm nothing has been received.
I haven't had this issue my self. But it might be worth logging on the 'My Virgin Media' and see if you can track the order, it might provide a bit of info, as to where it is (or isn't). If it's the V6 your are waiting for, if it's any help, it's well worth getting, a vast improvement.
So, after nearly 30 minutes on hold to the helpline I am really not happy.
I was told that my upgrade was cancelled because I had a TiVo box so was not eligible for the offer of a free V6 upgrade which I received through my account page on the website, unless I wanted to pay nearly £30 a month above what I was quoted. Why even offer an upgrade to existing TiVo customers if there is no intention of allowing it? At the very least, why wasn't I informed that it was not being processed?
Never had a problem with Virgin before, but now seriously considering cancelling my services.
Thanks for your post and I'm really sorry to hear about your recent experience.
To upgrade to a new V6 box, it shouldn't cost anything extra per month. The only thing you would pay for is the box. If you had the TiVo® for free then there may be an extra monthly charge of £5 but certainly not £30 unless a promotional discount is due to expire.
Speak to the team once more to see what's happening.