on 07-07-2021 16:52
help please !! ive completed the online form for UHD addon,account adjusted next month with charges etc but no channels !! i phoned customer services and well....i think he thought i was talking about long life milk or something !! what option on the phone is best to get them sorted out ?
on 07-07-2021 16:56
Are you saying you've requested online to have the UHD-VoD bundle added, and you've had the email confirmation?
If so, then follow (on your V6 menus) Home > OnDemand > BoxSets > UltraHD - and the available programmes will be listed.
There shouldn't be an "Upgrade to watch" if the change has been made.
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on 07-07-2021 17:03
on 07-07-2021 17:48
Hi abbg05700,
If done over the phone it's usually instant. Any other method is usually within 48 hours, but can sometimes take up to 5 days..
Please try the following using your remote control
Help & Settings > Help > Virgin TV > go up to the top of the screen then TV Care and press OK > Missing Channels.? > Refresh my channels list
on 07-07-2021 18:36
Does your online account specifically show the new package active from "now"?
As opposed to your next bill date or suchlike?
What TV package did you change from and to? I know you've mentioned the UHD OnDemand add-on and hinted at channel changes.
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on 07-07-2021 19:19
on 07-07-2021 19:21
on 07-07-2021 20:00
As mentioned, online changes are usually actioned within 48hours whereas "done by phone" are often immediate.
When you mentioned "no channels" in your first post I presumed that meant the change included some channels being added/removed - it sounds like the only change was the UHD VoD add-on.
There have been some, ahem, "communication issues" with some C/S agents re this add-on.
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on 08-07-2021 04:38
08-07-2021 21:31 - edited 08-07-2021 21:32
You will need to check you are actually viewing the broadcasts in UHD. I have noticed that even when the info states the broadcast is UHD that it is actually just HD. Even Virgins own UHD channel is mainly HD.