Virgin Media Community

[Kay2156]

A new box for replacement of old multi room box should have been received but has not been. Anyone else had problems? 

[Gareth_L]

Hello Kay2156

Sorry that you have had to post on here. 

What box are your referring to?

How did you order this?

Were you advised of a date for the box to be delivered 

Gareth_L

[Kay2156]

It is a tivo box to replace our 2nd outdated box which no longer receives anything other than the basic channels. It was ordered on the virgin website as advised by letter and confirmed for delivery by yodel on Friday 3 July. It has still not been received. Regards Kay 

[Gareth_L · Accepted solution]

Thanks for explaining Kay2156

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

[Kay2156]

Still waiting for an email re security check? 

[newapollo]

Hi Kay,

it wasn't an email. that Gareth was referring to. It's a private message between you both.

providing it's been sent correctly you should be able to locate it by scrolling to the top of the screen, in the right hand corner should be a purple envelope. Click on the envelope to read the message.

[Kay2156]

No there is no message only 🔔 of the latest from yourself

[Kay2156]

Think maybe the only answer is to cancel the multi room subscription if we can only watch terrestrial channels on the outdated box? 

[Kay2156]

I received a message saying that our box would only receive basic terrestrial channels and should be upgraded free of charge in order to receive all the channels that we are paying for. Have tried twice to order a replacement box which has never been received. Have been in touch countless times but am still paying for a service which is not available. Think Sky is calling! 

[newapollo]

Hi Kay2156,

It sounds like you have one of the old Tivo boxes which have been decommissioned. There have been numerous announcements on the box advising a free replacement is available from around 9th December 2019 . The older boxes stopped being supported from 1st July and only basic channels will remain.   

There was  a message saying, "Don't worry, you are entitled to a free upgrade to our latest box, the V6. Just visit virginmedia.com/offers/V6swap or call us on 0345 454 1111 to book your upgrade." However the online swap is no longer available.

To be totally honest you will probably be out of contract and would be better negotiating a new contract and a box swap at the same time.  You can do that by either speaking to regrades or retentions (thinking of leaving us) The Retentions team have the better offers.

Ideally you should call  150 from your Virgin landline, or 0345 454 1111, options 4 (Thinking of leaving us) but best to call at 8am to avoid call queues

You could also try the text messaging service. Just send  a text with a description of regrade (or cancellations)  to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.