Why am I paying an extra £10pm for a mini 360 box when the engineer only installed 2 WiFi boxes?

[Chrissie_h]

I am paying for the bigger combo with movies package. When customising my bundle I was informed that my bundle included a Virgin 360 box and chose to pay £10 per month extra for a 360 mini box. However, when my broadband was installed on Saturday the engineer only installed two itchy little streaming boxes. I queried this but he told me that I didn't get the 360 box as part of my package as it worked on a different system. So why am I paying an extra £10 for a box I don't have.

The twitchy streaming boxes are rubbish. The sound is not in sync with the pictures. It ruins my viewing experience. If this is all Virgin TV can offer you can take the bloomin things back and reduce the cost of my package to broadband only please.

[Ilyas_Y · Accepted solution]

Hey @Chrissie_h Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏽

I'm sorry to hear about the issues with the packages / services you are having. 😢
In relation to the quality itself, have you tried a reboot to see if this resolves any streaming issues?

In relation to the package, we are unable to make package changes on here unfortunately, please reach out to our support team on 0345 454 1111 and they'll be able to change this for you.

Let us know how it goes.

Kind regards,
Ilyas.

[nodrogd]

Looks like you are on the new all fibre XGS-PON network, & in this case you will have fibre going straight into the hub via a green connector near the base:

Hub5x with fibre input

If this is the case you are not on VMs traditional cable network & the 360 broadcast type boxes will not work as they are older technology. You have been provided with the only type of boxes that will work on XGS-PON. They do everything the broadcast boxes do, with the exception of not having a recording facility.

[Chrissie_h]

Thank you for your reply. I have tried reboot but it is still out of sync. If I take off the "follow content' in the sound settings and change to PCM 5.1 the sound is synced but it is rubbish, muted, dull and difficult to hear speech in movies. I've tried the sound delay but that makes things worse not better.

I will be ringing customer services to remove the TV part of my package but, surely, when choosing and customising packages on your website the 360 box option should ONLY come up if cable is available in your area? It asked for my postcode at the start to check whether full fibre services were available. 

I have been sold a cable TV package which is not available in my area. Is this misselling on Virgin's part?

[Chrissie_h]

Thank you for your reply. It looks like I have been missold as the package clearly states that a Virgin 360 box is included and I even opted to pay an extra £10pm for an extra mini box. 

The little titchy mini box things are rubbish. I have to sacrifice sound quality in order to get the sound to sync. Gone back to my old trusty Freesat box.

[nodrogd]

VM have only just started selling identical channel packages to both Flex XGS-PON & 360 customers. XGS-PON still only represents less than 1% of VMs customers, so likely you are still being directed to a 360 page to choose your package at the moment.

[Alex_RM]

Hi Chrissie_h,

We're sorry you feel you've been mis-sold, as we've advised package changes aren't something we do via this forum. However so I can get a few more details from you, I've popped you over a private message.

Alex_Rm

[Chrissie_h]

Thank you but how do I get the private message? I'm just finding my way around this space 😆

[Roger_Gooner]

The streaming boxes rely wholly on broadband to work, so ensure that you use an Ethernet cable for best connectivity.