360 Box complaint

[ibbotson]

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 

Be interested to here from Someone from Virgin.

[Alex_RM]

Hi ibbotson,

Thanks for posting and sorry for any confusion with your upgrade.

Depending on what box you currently have, either a new box would be issued, or a software upgrade.

If you have a V6 ( sounds like the case) it will be the software upgrade that you'd receive. 

Alex_Rm

[japitts]

And also, your choice of TV box software has nothing to do with whatever package bundle you're being offered.

Many people are offered (and accept) a V6 > TV360 conversion at the same time as negotiating a new bundle, but the two are different transactions.

[ibbotson]

Following on from my original complaint, I found this morning that Virgin had automatically installed the upgrade to 360 without my knowledge. My wife wanted to finish off some old recording before we decided to upgrade at our own time so extremely disappointed. I have not taken much notice of the negative complaints regarding Virgin's customer services on social media because never had many problems with there service....but not happy know.

[newapollo]

Hi ibbotson 

Sorry to see you were unaware that the box would update automatically if the customers hasn't processed the change themselves. 

There will have been either an instruction leaflet included in the box containing the 360 remote(s), or instructions printed on the inside cover of the lid of the box containing the 360 remote(s)

Point 2 of those instructions (pictured below) does warn about this, 'Watch any recorded shows before you upgrade (we can’t transfer them, and you deserve a duvet day). Just bear in mind your service will
automatically update 5 days after this package arrived.'

written tv360 upgrade instructions

[ibbotson]

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?

[Kath_F]

Hi ibbotson, 

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. 

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. 

Thanks, 

[ibbotson]

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. 

[ibbotson]

I also note on the contract image that the old box is saying TV V6 box powered by Tivo.  Can you please confirm is it a V6 or an updated Tivo.

[japitts]

The reference "V6 powered by TiVo" is standard for any V6 customer - referring to V6 boxes running TiVo software.