No set top box

[ladybird579]

I've no set top box.  I joined VM on 23rd July for BB and TV. The engineer brought a router which is fine but took my sky cable out and plugged their VM cable into my old Sky Q box and Sky want it back. It has also meant we cannot use Virgin Go. I phoned VM and got passed from pillar to post. Through 5 different people, 4 departments  and for over 3 hours of total frustration.   Noone really understood what I was talking about.  Eventually the penny dropped ( I think) someone said a box would be posted out to me but nothing has arrived and am not sure even now they got what I was talking about as one person asked for the serial number of the VM set top box that wasn't even here. I have no idea how to make it any clearer I have no box.  There is only so many ways I can say it. Has anyone else had this issue and how did you resolve it?  I will have no TV service soon as I have to send the sky q box back to Sky. Thanks.

[ladybird579]

Just to say no effs given by VM so after another round on the Magic Roundabout that is customer "service". Including the obligatory being cut off,  I  cancelled the TV package as I have not got the kit and it is still within the cooling off time cos of that. I was supposed to get an email to this effect but guess what? I don't know what happens next as nothing has changed on my account so far. I kept the BB tho reading the horror stories here am wishing I didn't.

[John_GS]

Hi @ladybird579 

Thanks for posting and welcome to the community.

Very sorry to hear of this experience. This isn't the usual standard of care we offer.

I'll send you a PM now to assist further.

[Adduxi]

So you wanted BB and TV.  A VM engineer came and installed BB but left without install VM TV?  Why did he leave without putting in the TV box I wonder?  Did he explain when the TV box would be delivered and installed?