This question is on behalf of my elderly Mother who is also on Virgin.
She has a really basic package... phone (Talk weekends) broadband 100mb TV (player - which is basically Freeview)
She's been out of contract since March last year.
She's happy with all this but her TIVO box is very old, sluggishly slow and unresponsive.
How hard is it to get her a V6 box? I've logged into her account to do it for her but her Upgrades page just says "Oops! Something went wrong."
I've read reports on here that Virgin charge £150 for a V6 which is crazy considering its quite a few years old itself now (I got mine nearly 4 years ago now). And she'd be reluctant to pay £1.50 let alone £150!
Micky as already alluded to this, but the best bet here is to treat a box-swap as part of a package renegotiation.
Do some basics - have a play around with the build a bundle page to get an idea on current prices for whatever combination of package and service currently suits - ignore the new customer price, and look at the standard pricing.
Pitch perhaps a little below that standard pricing in exchange for a new 18month contract, and ask for a swap to a V6 as part of that new package deal.
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It sounds like you spoke to normal customer support or the regrades team.
You will probably have more success by speaking to Retentions (thinking of leaving us) you should be able to negotiate a better deal with them as they have more leeway. That would be options 1,1,4 and 4. Best time to call is around 8am when they are least busy. Make sure you get the V6 box.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali