Upgrade package not working

[bretta]

Every time I go to upgrade package or see what offers are available I get the message 'you are not eligible for this particular offer'. I currently have TV and phone and just want to add broadband on top.

[Cardiffman282]

? VM doesn't do standalone TV or phone so you must already have broadband. Are you able to clarify? 

[newapollo]

Hi bretta 

Which VM TV set top box do you have?  <tivo, V6 or 360>  or <stream box> 

Only the older tivo boxes were sold without a broadband connection as they have their own inbuilt modem

[bretta]

I have the basic mixit TV package with a phone line. I recently recontacted too and on the contract summary under broadband it says 'free TV data connection' so think that means it technically have internet for on demand video on my TV but no 'actual' broadband doesn't it?

[bretta]

I have Tivo

[newapollo]

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@bretta wrote:

I have the basic mixit TV package with a phone line. I recently recontacted too and on the contract summary under broadband it says 'free TV data connection' so think that means it technically have internet for on demand video on my TV but no 'actual' broadband doesn't it?

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Hi again  @bretta 

That  makes perfect sense to me, although I must admit I've never seen the actual wording. 

The  'you are not eligible for this particular offer'.message you are seeing  when trying to add on broadband might be because you've just recently recontracted, or it might be a quirk  of VM's systems since you don't have a paid broadband connection.

I would suggest that it might be best to speak to retentions (thinking of leaving) since adding broadband will lose any current discounts that you've just negotiated. 

[bretta]

Thank you for your help. I did try to add broadband but the retention team were insistent I had to upgrade the TV box, which I don't want to do as it is my 91 year old grandmother who uses it and she wouldn't be able to adapt to something new. I just recontacted in the hope I could add as a standalone online. If this isn't possible I will have to get an Openreach connection for the broadband.

[newapollo]

Thanks for updating the thread again @bretta 

Upgrading to the V6 box would seem to be the solution (although she would lose her recordings and series links, but she would also lose them if she went to an Openreach supplier as the VM boxes don't work with any other provider)

The V6 has the same interface as the tivo box that she has, so she wouldn't have to learn anything new.

It's also a lot faster, and has double the storage for recordings (although she probably wouldn't need it, but it would allow her to record 6 programs at a time instead of the 3 that's available on her tivo box)

The V6 also has some additional apps.   The older tivo box which she currently has often has problems with BBC iPlayer  - the V6 has no issues with that app.

[bretta]

Thanks, that's good to know the interface is the same but as her eyesight isn't great I would want to keep the same remote control that she has so really don't want to change the box. I would just keep what she has with Virgin and get an additional Openreach line installed for the broadband. I would much prefer to get internet through virgin but cannot risk changing her TV box so that is an absolute must to keep as-is.

[newapollo]

Hi again @bretta 

I don't think that the old tivo remote would work with the V6 box, but  I'm asking behind the scenes and will hopefully get back to you tomorrow with the answer.

The two remotes are about the same size and shape but there are a couple of buttons that are different. Screenshot below.