TV Upgrade
I have been trying to upgrade my Virgin package by taking advantage of an offer in My Virgin media online account: Mega TV for £14 and Sky and TNT Sports for £39 on a stream box. I plan to add multi-room at a later date. However, the next day I received an email asking me to call the contact Center in order for them to process the order. Upon calling the call centre (Overseas) I was told a myriad of things one agent said that they can't process this order as its online only, another said they would have to charge me £50. At this point, I had already been provided with a contract information sheet stating my new monthly cost. Another agent said they could do the same package but for £150 a month. One agent in retentions was able to set it up and said that he would ask a back office team look into it. I was assured the box would be on next-day delivery. The next day, the box still has not been sent by Virgin Media. Virgin state the box is out for delivery and will arrive within 2 hours. Yodel says they have not received it. One member of staff hung up the phone on me, staff in the local shop were beyond unhelpful (Claiming no access to systems). Edit To add one manager at Virgin Media kept getting most of the details of my complaint wrong.
Is it possible to get a recording box with Stream?
We recently switched from Sky, where we'd been a customer for over 10 years. We hadn't realised when we switched that we'd only get the Stream box and that we can't record. At first it wasn't an issue, but not everything becomes available on the watchlist, and my husband is annoyed that we are paying for Sky Sports but he can't watch later if we're out; on Sky he'd be able to record his football matches and watch later in the day. This is the main reason why we wondered if it's possible to get a set top box to be able to record. Considering the additional cost for Sports it feels like a slap in the face to not be able to watch it later. Sky made us send back our Sky Q boxes so we can't switch back, and new contracts now only have their version of Stream! Why are these companies charging us so much money but we're losing the ability to record our entertainment to watch when we want?!Unable to add subscriptions to Flex
I’ve been a Virgin customer for over 15 years (mostly without any issues/complaints). We moved house 3 weeks ago and were moved to the basic Flex package (due to our previous package/phoneline being unavailable in our new area, just 2 miles away!). We were told that subscriptions could be added/removed as desired (despite this method being more expensive that our previous contract). Since day 1 we have been unable to add any subscriptions on the tv (results in error message TS2/1/2/ERR_400/302/400), on our online account, on the phone app or by a Virgin agent. I have spent hours on Live chat seeking a resolution without any prospect of success (speaking to a total of 10 agents). I’ve now made 3 official complaints and had numerous ‘tickets’ raised - and there’s still no sign of any kind of help/contact/intelligence from Virgin. Reading other identical complaints on the forum suggest that the issue is with the account set-up/activation at Virgin’s end, and most definitely NOT hardware-related (a point I’ve raised with every agent I’ve spoken to). This seems to be confirmed by the fact that the broadband and live tv service work satisfactorily. I’ve now come to the conclusion that the only way to receive the tv services I’d like is to move to another provider (Sky can supply all the same services I require for £89/month - a full £21/month cheaper than Virgin - IF I could get them!). Incidentally, I’ve been told by Virgin that I would be required to give 30 days notice AND pay an early disconnection fee to leave. I feel that this is completely unreasonable as Virgin are entirely at fault as they are unable to supply the advertised and promised services that we are more than able/willing to pay for. I’ve posted this mainly as a cautionary tale - please be very careful before moving to the flex package as the timespan for Virgin to resolve any technical issues is likely to be measured in months rather than days. I would however be interested to hear if anybody has been fortunate enough to have their Flex subscription issues sorted out in living memory!Flex / stream not allowing subscriptions to be added
I have recently joined Virgin and had a Flex stream box installed. My first impression is that I'm very happy with the box, it is proving to be alot quicker than BT. However, I'm unable to manage my Stream Box subscriptions so I can't add/remove any subscriptions to the box (Sky Sports or TNT Sports etyc). When I try doing it through the box, I just get an error message telling me there's a technical problem at the moment and it shows me a QR code that takes me to virginmedia.com/manage-stream. When I use this link and log in to my account, I can see that Stream is on my account but when I click on Manage, I get an error message again and I'm unable to add or remove anything. This has been going on for five days now. I've checked online and found quite a few posts on this forum about this so I'm not the only one having this problem. However, I haven't been able to find any solutions to this. I have raised the issue with the help line and they sent out an engineer to change the box but that didnt work. The engineer then spent an hour on the phone trying to resolve the issue but without any joy. Having looked through old streams on this community it would appear that the box / account hasnt been activated correctly, in a previous stream from 2022 it was suggested that someone from Virgin help team send a "hit" to the box and that activated it. However I can not get through again on the help desk to make that suggestion. Has anyone else had this issue recently? Does anyone have any ideas of how to approach this and how to fix it? Based on previous posts, calling VM seems pointless as customer service don't seem to know what a Stream Box is. Is anyone on this forum able to help?Cant add Subscriptions to Stream Box
I've been trying to add cinema and sports bundle for the past 3 months. Everytime I contact customer relations they saying it's a problem they cant fix as its upto user to add or remove channels through the application. They told me to remove cinema pack to add bundle pack but not cinema has been removed they still cant add the bundle. Now saying that they are unable to add the package I want and that they have no control over. Offering a service to its customers that they have no control over and expect me to renew my contract which will sort the issue out even tho I've still got 12 months left of my contract.