Unable to add subscriptions to flex box

[Tnz1048]

Hi, we moved to virgin media from Sky 2 weeks ago and since moving we are unable to add any subscriptions on our flex box! 

I have spoken to a number of agents on the phone who have been as much use as a chocolate tea pot. Had a new flex box sent out (issue still the same) they have also tried to send an engineer out which I refused as this was pointless! The internet is working and live tv on the stream box!

Anyone got any idea how to fix this issue as the wife is wanting to cancel and go back to sky due to virgin media’s shocking customer service and technical service! 

thanks 

[Adduxi]

You only have 14 days of cooling off, so if you are already 2 weeks in it looks like you can't leave?  You should at least let VM send the technician as it's no cost to you and he may find some reason for this issue?

[Tnz1048]

I have spent over 12 hours on the phone to them trying to get this resolved. The internet is working with no issues and the live tv part of the flex box is working just the subscriptions part.

i also can’t add the subscriptions on the web version of manage my flex either. Is it not just a waste of time getting an engineer out to have a look at everything seems fine connectivity wise on the hardware. Looks like a vm issue on their side? 

[jpeg1]

Welcome to Virginmedia 😞

[David_Bn]

Thanks for reaching out to us @Tnz1048, and a very warm welcome to our Community Forums!

Sorry to hear of the issues experienced when trying to subscribe to 3rd party services/content.

Can you please confirm if you get any error messages and/or codes populating on the screen when the attempt to subscribe fails?

Thanks,

David_Bn

[Tnz1048]

Hi David,

we are getting the following error with a QR code when trying to access subscription on the flex box : 

Error TS2/1/2/ERR_400/302/400

and on the website when we try to add we are getting this error:

 hope you can help with this! 

Thanks

Reece

[tommo159]

Exactly the same as me. Grateful for any advice as I don’t want to keep ringing support

[Vikki_M]

Hi Tnz1048,

I'll send you a private message now so I can look into this further for you.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[Haylinghoff]

Hi, I have the same problem. It appears to be a fairly regular issue according to previous chats on here but I have no idea how to get it sorted. I've reported it to Virgin and their help desk are clueless. Have had 2 engineer visits and 3 boxes - and we've only been with Virgin for 2 weeks! 

[Zach_R]

Hi @Haylinghoff,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that you're experiencing similar issues when trying to subscribe to something via your Stream device/service. Does an error message appear for you at all? Can you also confirm how you're attempting to subscribe to something new?

Thanks,