360 Upgrade

[spudy]

Recently had a V6 hard drive failure, engineer turned up and replaced V6 box and mentioned it already had the 360 software installed.

Spoke to customer services about a free upgrade to 360 and they agreed and said a new remote would be sent out to enable me to upgrade and confirmed this via email, this was on the 25th August and todate no remote has arrived,spoke to customer service again who said they have no record  and that I wasn't eligible for upgrade as I'm only on Oomph package despite me having email confirmation.

Have sent two emails to VM via the compliants portal but neither has been responded to!

[japitts]

A faulty V6 should be replaced with a V6 - 360 shouldn't even come into it unless VM are at fault somehow.

If you want to voluntarily choose to convert to TV360 you can, but there is usually a charge for this unless you're either at contract renewal or are on a Volt package.

In either of those scenarios, the fee is often waived.

[spudy]

Don't understand why they would agree to free upgrade and confirm this via email then renege on the promise?

[japitts]

It's the first time I've ever known any offer being confirmed by email, to be fair.

Make sure you've done your research into the differences between TiVo/V6 & 360, and that you do genuinely want to convert. It's a complete change of operating system for your TV box - fundamentally TV360 is not TiVo.

[spudy]

Hi japitts,

Yes fully aware of differences had Tivo a number of years ago,had the current V6 for the past number of years before the hard drive failed,only looking to update the V6 to 360 because of the better UI

[spudy]

After all 360 is now the standard installation for all new customers yet long standing customers have to pay for the upgrade.

[japitts]

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@spudy wrote:
After all 360 is now the standard installation for all new customers yet long standing customers have to pay for the upgrade.

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For as long as a conversion to TV360 is entirely voluntary, that is often correct. In some cases existing customers have the conversion fee waived.

For those who don't want to convert, V6 remains fully supported.

[Martin_N · Accepted solution]

Hi spudy,

Thank you for your post. I'm very sorry for any issues you've had with TV service and speaking with the team. 

I have taken a look on our side and can see the team have confirmed with regards to the non-order. 

Our apologies for any frustration with that. 

^Martin

[spudy]

Thanks Martin, but after the service I've received from Virgin media don't think I'll be renewing my contract when it comes up for renewal,looking at the posts about 360 it looks like it has a lot of bugs anyway & Sky are offering really good deals at the moment with Sky Q

[Carley_S]

This is very disappointing to hear @spudy. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.