Volt2 benefits - second TV box

[SteerPike]

We recently upgraded to Volt2 and the package includes a second TV box (mini?) however we have not received one. Does anyone know if this is sent automatically or does it have to be requested?

[newapollo]

Hi @SteerPike 

VM don't advertise a Volt 2 package .  The only named package that automatically comes with twoTV set top boxes is the Ultimate Volt package.

You should have received a new contract which you can view online. At the top of the contract it will something along the lines of, "You bought Ultimate Volt bundle, or you bought Bigger Volt + Sports bundle etc"  What does the contract say the bundle is called?

Did you already have two set top boxes before you upgraded? If yes, then which boxes did you have, eg a V6 and a Tivo box, as this would determine if you would receive a mini box to replace an older Tivo box?

[SteerPike]

Hello @newapollo thank you for your help.

"My package" shows a "Volt2" graphic on the Volt M600 Fibre Broadband box and on the Mobile included box and a larger "Volt2" graphic on the Volt benefits box, so I assumed that Virgin called the package "Volt2".

The contract shows, "You bought:" with no package name and the details show, inter alia, Virgin TV V6 Box powered by TiVo, Additional TV Box, and Ultimate bundle and the only mention of "Volt" is in the Broadband section "Volt M600 Fibre Broadband".

[Kath_F]

Hi SteerPike, 

Thanks for your post and apologies to hear you've not yet had your additional box. 

I can see you're already in a private conversation with Matthew so if you mention this to him, he can get this booked on the account for you. 

Keep us posted on how things go. 

Thanks, 

[SteerPike]

Thank you Kath_F.

Matthew has arranged for a WiFi POD to be sent but we did not discuss the TV box.

On chat today it was arranged for an engineer to visit to install an additional TV box as per the contract, which I was told would be wireless.

The agent said that the new box is a V6 mini box and will work with our existing TV box.

I am somewhat concerned as I saw forum posts suggesting that the mini box only works with TV 360.

We have already had one engineer visit that was unsuccessful and I am hoping that the next will not be the same.

[newapollo · Accepted solution]

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@SteerPike wrote:

On chat today it was arranged for an engineer to visit to install an additional TV box as per the contract, which I was told would be wireless.

The agent said that the new box is a V6 mini box and will work with our existing TV box.

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All VM boxes  with the exception of the Stream box require a coaxial connection. They can be connected to the router (hub) either by ethernet cable or coaxial cable.

The Stream boxes are one per account and are only available to customers that don't already have a TV set top box.

You are right to be concerned about the new mini box. As you say, your contract states that you currently have a V6 box powered by TIVO.

There isn't a V6 mini box. The only mini boxes are 360's without a hard drive. You are correct in that  they can't work in tandem with a V6.

Perhaps you are going to receive two 360 remotes along with the mini box. If that's the case then your current V6 box would have a software update to convert it to a 360. If this is the way they are going then you will loose all the recordings on your V6 and series links as part of the conversion process.

Ideally you need an additional V6 box, so you have two boxes, both with hard drives, which you can then convert later on via a software update to 360's, keeping recordings facilities on both boxes.

Hopefully a member of the Forum Team  will pick this up for yuo before the engineer visit. If not you need to make the engineer aware that V6's can't run with 360's and ask if he has a V6 on his van instead. If that's the way it goes then he will need to phone in and get the systems updated with the correct equipment and serial numbers. You also need to make sure both boxes are working correctly before he leaves.

[SteerPike]

Wow! @newapollo so helpful! Thank you.

I don't mind losing recordings or series links but I do mind if the additional box is either not supplied or does not operate wirelessly as I was told when I agreed to the new contract.

It appears that either the agent that sold me the new contract did not understand that the mini does not work with the V6 or that the engineer that attended for the first visit was not properly briefed or equipped.

[newapollo]

Hi again @SteerPike 

Please can you unmark my previous post as a Helpful Answer -   Click on Post Options in the top right hand corner and then Unmark as a Helpful Answer, otherwise Staff may not get back to your thread as it indicates that everything is OK.

Reading between the lines we need forum staff to clarify what equipment you are going to receive and get it changed before it arrives if possible.

Otherwise the VM systems may fall apart and make both boxes unoperable.

[SteerPike]

Exactly as @newapollo said.

The agent selling the contract had given the impression that the additional box would be wireless and could be anywhere in the house.

The engineer explained that the V6 box does not work like that and he installed a second wired V6 box in the room next to the original box.

Ideally the second box would have been upstairs but this would have required extensive and unsightly cabling.

[Vikki_M]

Hi @SteerPike

Have you been able to arrange the new box via your private conversation with Matthew?

If not, please respond to him directly and he can help you further.