It took about 8 weeks from receiving the Stream box to finally getting the subscription services working. This involved at least ten phone calls and an unnecessary technician visit.
In terms of the complaint, unfortunately you have to keep chasing. For my first complaint, made over the phone, I was given a reference number. When I tried to follow up on that, they could find no record of my complaint and said it wasn’t a valid complaint reference number.
When the issue was finally resolved, I received an email which stated my Stream account was now ready. The functionality to add subscriptions was then available both via my online account and via the stream box. It’s definitely an issue with how the account has been setup.
As part of my complaint, Virgin Media said that would take on board my feedback and provide training to staff on the Stream services. I was doubtful this would actually happen and clearly it hasn’t. I remember one customer advisor telling me that it was not part of the Stream box to be able to add subscriptions to Sky sports and BT sports. I even pointed him to the wording on the Virgin Media website and he still insisted that adding streaming services was not what Stream was about!