Virgin Media Community

[alanrobbo]

Hi there, I’m new around here, so be gentle on me if I’ve posted in the wrong place 😊. 

I’ve called multiple times to try and obtain a stream box, we don’t have TV aerial in our bedroom and it would be useful for watching basic TV when upstairs. 

Our current package is gig1 with phone. No TV service whatsoever. We also have a special price set up by the loyalty team at renewal, along with volt (so we pay for m500 and volt upped our package to gig1 a couple of weeks ago). 

Anyway, the people on the phone line are trying to up our package price by over £28 a month just to get the stream box, with a new 18 month contract. I’m very happy to pay the £35 Activation fee, but nothing else, unless I choose to. 

i thought I was getting somewhere on Thursday, and a chap knew what I was talking about, kept telling me he needed to make some back end change, then was left on hold for over an hour and disconnected. 😞 

Is it possible to progress this, or is Stream just not possible for those with loyalty discounts?

 Thanks in advance

[CheshireBlue]

• Hi @alanrobbo

You absolutely do not need to agree a new 18 month contract and unless you subscribe to individual packages within the Stream box, there will be no monthly increase. 

I actually ordered mine via the WhatsApp chat number. They did try to somehow sting me for £70 (delivery cost apparently). I dug my heals in on this, as like yourself, I was happy to pay the £35 as advertised. In the end they cancelled all charges for me, which was strange. 

Edit: Just to add, I too am on a loyalty discount with broadband and O2 sim, so that definitely won’t impact anything. 

[Steven_L]

Hey @alanrobbo,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I'm sorry to hear of the issues that you're having trying to order our Stream service. 

I can see that you have spoken to the team since you last posted, have the been able to arrange the stream service for you?

Regards,

Steven_L

[alanrobbo]

Hi Steven - no - not at all. I’m getting nowhere - everyone wants to add the full tv package to my account, increasing my monthly costs by £27 a month, and starting a new 18 month contract. 

it’s so frustrating. 

Alan

[Steven_L]

Thanks for coming back to us @alanrobbo. 

Have the team advised, why this cannot be done for you at the moment?

We cannot make any package changes from the forum team, please can you message us on WhatsApp using 0730 532 7112. Please be aware that replies aren't instant from this service but the agents will reply as quickly as they possibly can, they will be able to look into this.

Regards,

Steven_L

[BlueLou]

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@alanrobbo wrote:

Hi Steven - no - not at all. I’m getting nowhere - everyone wants to add the full tv package to my account, increasing my monthly costs by £27 a month, and starting a new 18 month contract. 

it’s so frustrating. 

Alan

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Hi can you please DM me your account details and also include who you spoke to? Did you call in or was it webchat?

[alanrobbo]

Hi, no, after our private message conversation this morning, and the WhatsApp conversation initiated after your internal comms with colleagues, I've been trying to get the Stream added to my account, however, they're now back on to the hope that I'll subscribe to a full TV package.....  I've refused, and copied the text of the various conversations which were initiated this morning in a private message to you.

However. I'm no further along.....

[alanrobbo]

It's just a nightmare:

[alanrobbo]

I'm going to leave it - I don't have the will to carry this on......

It's been a painful affair, I pay for M500, with a loyalty discount for the 18 month contract (renewed in December), then because I have o2 as mobile, Volt was applied and takes me to Gig1.

[alanrobbo]

Thanks for all your help and tenacity in getting this resolved for me @Bluelou - Stream has been added to my account, delivery for Friday this week.

Appreciated