Tried to Order a Stream Box and cannot get one without taking a TV subscription package

[NotMeMr]

I see this seems to be a common occurence. I currently have a broadband and landline package. Wanted to order a Stream box but got told Virgin do not offer the box with the free channels only, and that i have to take out a subscription which would put my monthly payment up. Which defeats the purpose of why i want one.

So is it actually possible to purchase a stream box from Virgin and only pay the one off fee or is the website page for it being misleading?

I'd like to purchase a stream box but not if it's going to mean having to pay for an additional subscription for TV channels i don't want.

Thanks.

[Tudor]

I thought this condition was only applicable to people with a Hub5x.

[Daniel_Et]

Hi @NotMeMr, thank you for your query.

We can confirm that you would need to take out a subscription of some sort in order to have a Stream box included within your package. 

If you have any further queries, please don't hesitate to contact us.

Regards,
Daniel

[NotMeMr]

So assuming the website is correct when it lists as "extras" the various different subscriptions packages for the Stream box, what i am getting for the additional monthly subscription charge i would need to pay in order to get a Stream box?

[Ayisha_B]

More info can be found 👉 here @NotMeMr 

Let me know if you have any further questions.

[NotMeMr]

That's the page i was looking at when i tried to order it. Quote from that page "Get Stream for just a £35 activation fee with our lightning-fast broadband deals. It’s smooth streaming from here on out."

So again, given i am the Gig 1 broadband package and a landline why am i unable to obtain it as per your website page your refer to. 

Again from that page you kindly linked, and i'd already referred to, "If you want to add your favourite subscriptions to Stream, we’ve got you – you can pick and mix your entertainment every month."

I do not want to add, i just want the box with the free channels. So I will ask again, now that i've been told on the phone and in reply above that it is correct that my monthly package cost will go...what am I paying for and why is your webpage misleading?

[sraper]

Pretty sure i got mine with no additional subscription just landline, broadband. Nothing else.

I did link my existing netflix subscription after I received the device

[NotMeMr]

No matter which route i take i keep being told i have to pay an additional monthly charge, but no one from Virgin wants to tell me what I would be paying for. 

[Freddieboy69]

Well i definitely have Virgin Stream with no subscription, when I did the order online for my Broadband the option to take out stream was there, £35 activation fee and no subscription charges unless i wanted to take out an optional subscription pack … which I did not, 

I am now free to dip in and out of subscription packs as and when I feel like it ( Like the kids pack during the holidays) 

I would say you may need to escalate your problem,

[Beth_G · Accepted solution]

Hi NotMeMR

You are correct with what you say. Stream is a free service on it's own without any subscriptions added to it, however as the website suggests there may be a one-off activation fee when this is added but this would also depend on what offers we have on at the time.

I'm going to pop you over a private message so I can look into this for you. It's possible that you are on a legacy bundle, so when we attempt to add Stream to your package, we are having to change your service slightly which is altering the price. Don't worry, this is something I can look into with you.