Contradicting information about adding Stream to an existing contract

[RobD6]

Hi there,

I already subscribe to Virgin TV, and I'd like to get a stream box for a room that I can't easily run a virgin cable to (but has Ethernet). This section of the FAQ says it's possible to do that:

"Remember that Stream needs to be plugged into your TV. So if you’ve already got Virgin TV, and all the TVs in your home have a Virgin TV box, you’ll already be enjoying our top-notch service. If you’ve got a telly without Virgin TV, then add Stream to enjoy the benefits of a Smart TV (like accessing On Demand apps), rolled into the flexibility of extra entertainment subscriptions and over 40 free channels."

But when I phoned the number, the agent said that you can't have both the regular TV box and a stream box. 

Which is right?

Thanks!

Rob

[nodrogd · Accepted solution]

It's poor webpage editing that has never been corrected.

No, you cannot have IPTV (Stream) & broadcast TV (TV360,V6 or TiVO) on the same account. They are two different technologies that are licenced separately by the broadcasters & cannot be mixed. There are also no recording facilities on Stream.

From the Stream FAQs in the sticky thread at the top of this board:

"I already have one of your TiVo/V6/360 boxes and would like a Stream too.
I'm afraid that our Stream device is not available to be taken alongside our existing core/pay TV service."

https://community.virginmedia.com/t5/Stream-from-Virgin-Media/Stream-FAQs/td-p/5069613 

[RobD6]

Ah, that's a shame. Thanks for the info.

[Roger_Gooner]

"If you’ve got a telly without Virgin TV" means what it says: you don't have VM's TV. However, why not simply say "If you don't have Virgin TV".

[RobD6]

It's in the section titled "Can I get Stream if I’m already with Virgin Media?", so the implications seemed to me that it's if you do have Virgin Media, but one TV without it.

[maxlugg]

I've just been through the same loop. The website  https://www.virginmedia.com/tv/stream says:

"Remember that Stream needs to be plugged into your TV. So if you’ve already got Virgin TV, and all the TVs in your home have a Virgin TV box, you’ll already be enjoying our top-notch service. If you’ve got a telly without Virgin TV, then add Stream to enjoy the benefits of a Smart TV "

That's unambiguous to me, you can have Stream on any TV set that's not already connected.

I've been on the phone to Sales for 20 minutes this afternoon. A Stream box is exactly what I need for my upstairs TV and I was expecting to get one for a £35 one-off activation fee. The best I was offered was another VM box for an extra £30 a month on a new 18-month contract.

The website needs fixing.

[nodrogd]

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@maxlugg wrote:

The website needs fixing.

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As us VIPs & many other customers have told them since Virgin Stream was launched in April last year!