Virgin Media Community

[AnyName180296]

I signed up for Virgin broadband two weeks ago and added BT Sport when I signed up.

I have my Virgin Stream box set up but the BT Sport channels are grayed out. When I try to select them, I get an error message.

When I log in to My Virgin Media online, it says BT Sport is pending. I can’t remove it and it’s been stuck like this since I signed up.

I had an engineer sent out the replace the box. I’ve spent hours on the phone trying to find someone even willing to have a go at sorting this. I’m told it’s been passed to a specialist team and I’d be called back, but I haven’t heard anything. 

It looks like a lot of people on this forum have had the same problem. Some of them seem to have been resolved, but there’s no information on how, and I’m concerned I’m paying for a service I can’t use.

[Travis_M]

Hi @AnyName180296

Thanks for posting on our community forum and sorry to hear about the issue with BT Sports.

I am going to drop you a private message now to collect some more information and investigate further, please keep an eye on your inbox for a message from myself.

Regards

[jtready]

I’ve had the same issue today. Added BT Sport via the website yesterday but stuck in pending on the Stream box. Support are “sending some signals to the box” and it should be active within 24 hours. I won’t hold my breath. At least I won’t have to watch Everton lose to Arsenal now!

Its obvious there is a bug in the VM system regarding Stream subs and there has been for months. Why can’t they fix it?

[AnyName180296]

Sorry you missed a rare win!

This is all sorted for me now. If you still have the problem and need to call up again, I recommend pushing for them to raise a ticket with their IT team straight away. For me it looks like they removed the subscription and added it again. I found the people on the phone didn’t really know what was going on — someone sent an engineer round to replace the box, someone told me the Stream box didn’t support live TV (!)… I could have saved a lot of time.

[Natalie_L]

Thank you for updating the thread and letting us know the problem has now been resolved AnyName180296.

Please do get in touch we can assist in the future.

Thanks, 

[Natalie_L]

Hi jtready, 

Thank you for posting to us here on the Community. 

I am very sorry for the issues with your Stream service. 

Have you made any progress with this since posting and are you able to access the BT Sport service? 

If not, please do let us know and we will be happy to assist further.

Thanks,