That is an unacceptable and unhelpful reply from Virgin. You have provided nothing new that has not already been posted on this thread.
What you have not addressed is:- Why?
1) Why hasn’t the software bug on the V6 Tivo been worked on? It must be a software bug as the hardware is exactly the same i.e. TV360 & V6/Tivo.
2) Why hasn’t Virgin spent money to fix the software bug when for over 12mths Virgin has been selling UHD Sky upgrades for £7 to £10/mth on a V6 Tivo box, yet knowing it does not work properly. Some might consider that a fraudulent activity, particularly when a decision had been taken not to fix the major bug, and customer were not informed of that fact, or even the bug existed, yet you carried on selling and taking people’s monthly payments.
3) Why has Virgin continued to take customers money for over 12mths, when they have know the service offered has a major software bug and has no intention or plan to fix it?
4) Why do you really think your suggestion of an “upgrade” to TV360 is an acceptable solution? I would have hoped you would have respected your customers enough to have read all this thread. If you had done so you would have learnt why your upgrade solution is not acceptable. Your supposed “upgrade” means customers lose ALL their 50 Series links and ALL their recordings, which is a huge negative for customers.
5) Why have you not even apologised to customers for Virgin’s poor UHD functionality, poor UHD service, poor taking of money, and very poor response and offer.
Overall a very bad customer experience, showing Virgin appears to have little or no respect for their customers.
Please come back with a proper response.
Alternatively, tell us how we can get a proper considered response e.g. from Virgin’s CEO.
