During a telephone call to customer services I was offered a deal to upgrade my package which would include 360 TV. I was told that as I was a long time customer and had had my old box since 2017 the...
Thank you for your response. Please find a copy of my updated order details/package at the time of agreeing the new deal. I would be interested in how Virgin read it? Still feel I have been miss-lead.
Based on what you've said in your posts, and the contract, the TV service has changed from V6 to 360. However it does not show on the screenshot you've posted that you'll be receiving a new box. This is because the box itself will no longer be running the V6 software and instead it will run the 360 software.
I can see you are now in a private message conversation with another colleague so if you have any further concerns, you can mention this in the private conversation and my colleague will be able to assist further. We'll leave this with them to avoid multiple agents working on the same thing.
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in","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:1028":{"__typename":"User","id":"user:1028","uid":1028,"login":"ibbotson","deleted":false,"avatar":{"__typename":"UserAvatar","url":"https://community.virginmedia.com/t5/s/virgin/m_assets/avatars/default/avatar-7.svg"},"rank":{"__ref":"Rank:rank:123"},"email":"","messagesCount":176,"biography":null,"topicsCount":64,"kudosReceivedCount":3,"kudosGivenCount":0,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2009-08-24T15:23:31.976+01:00","confirmEmailStatus":null},"followersCount":null,"solutionsCount":2},"ForumTopicMessage:message:5560657":{"__typename":"ForumTopicMessage","uid":5560657,"subject":"360 Box complaint","id":"message:5560657","revisionNum":1,"repliesCount":10,"author":{"__ref":"User:user:1028"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:Virgin_TV_360"},"conversation":{"__ref":"Conversation:conversation:5560657"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5560657"},"body@stripHtml({\"truncateLength\":200})":" During a telephone call to customer services I was offered a deal to upgrade my package which would include 360 TV. I was told that as I was a long time customer and had had my old box since 2017 the...","body@stringLength":"684","rawBody":"
During a telephone call to customer services I was offered a deal to upgrade my package which would include 360 TV. I was told that as I was a long time customer and had had my old box since 2017 the deal would include a new TV Box. As I thought the total deal agreed was good I excepted. When the new TV Box did not arrive I made contact to be told that the New Box would not be honoured only a software upgrade to the old box. I argued that the new box was part of the deal agreed, but they would not budge. As a senior citizen as far as I'm concerned a deal is a deal. Very disappointed and have written to the CEO
Thank you for your reply. Sorry but it does not matter what box I originally had it was clearly stated in the telephone conversations ( it could be checked) I had about the upgrade that I would receive a new box? I agreed the deal with Virgin which has not been honoured
On a second question I note my account is still showing the old package even though the upgrade has been done?
","body@stringLength":"394","rawBody":"
Thank you for your reply. Sorry but it does not matter what box I originally had it was clearly stated in the telephone conversations ( it could be checked) I had about the upgrade that I would receive a new box? I agreed the deal with Virgin which has not been honoured
On a second question I note my account is still showing the old package even though the upgrade has been done?
Thanks for coming back to us on this one. I'm afraid as mentioned by my colleague above, you'd only get a new box if you were originally on the TiVo box. This is because the software is not compatible so we provide the new box that already has the update on. If you have a V6, you will only receive new remotes. We will feedback to the agent you spoke to though to ensure any training needs are addressed.
\n
In terms of the new package, this will usually show on the account once the next bill is generated. It can take a few days for everything to filter through the systems. Once your next bill is generated, the new contract and services should be viewable via My VM and via the app.
\n
Thanks,
","body@stringLength":"757","rawBody":"
Hi ibbotson,
\n
Thanks for coming back to us on this one. I'm afraid as mentioned by my colleague above, you'd only get a new box if you were originally on the TiVo box. This is because the software is not compatible so we provide the new box that already has the update on. If you have a V6, you will only receive new remotes. We will feedback to the agent you spoke to though to ensure any training needs are addressed.
\n
In terms of the new package, this will usually show on the account once the next bill is generated. It can take a few days for everything to filter through the systems. Once your next bill is generated, the new contract and services should be viewable via My VM and via the app.
Thank you for your response. Please find a copy of my updated order details/package at the time of agreeing the new deal. I would be interested in how Virgin read it? Still feel I have been miss-lead.
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Thank you for your response. Please find a copy of my updated order details/package at the time of agreeing the new deal. I would be interested in how Virgin read it? Still feel I have been miss-lead.
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Hi ibbotson,
\n
Based on what you've said in your posts, and the contract, the TV service has changed from V6 to 360. However it does not show on the screenshot you've posted that you'll be receiving a new box. This is because the box itself will no longer be running the V6 software and instead it will run the 360 software.
\n
I can see you are now in a private message conversation with another colleague so if you have any further concerns, you can mention this in the private conversation and my colleague will be able to assist further. We'll leave this with them to avoid multiple agents working on the same thing.