newapollo
Very Insightful Person
Joined 16 years ago
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Re: Apps not working and can't watch anything on demand
Any other problems with wired internet devices? Have you tried a different ethernet cable or ethernet port? What does it say for the signal quality and connection speed in the 360's Settings > Systems> Diagnostics section? Does the diagram in that section show where the connection is failing? What error codes are showing onscreen when you can't watch apps and on demand services on the 360? for example CS9993 - there is online help with the error codes <Here> Which VM hub do you have, and what colour are the lights? https://www.virginmedia.com/help/how-to/broadband/hub-lightsRe: Request 360 box
There have been forum posts where the boxes have been changed via Sales from Stream to 360 after the services have been installed, however as far as I can recall it has meant cancelling the current contract and then setting up a new one. If that's the process they need to adapt then this may involve the loss of any current VM email addresses, also current landline number if taking that service via VM. There may also be a difference in available TV channels and discounts due to package changes.Re: Struggling with contacting Virgin
Sal243 If you advise why you need to contact VM then you might receive help via the forums, or be directed to the suitable department. You can 150 from a VM landline, or 0345 454 1111 from any other phone to speak to VM. You can also get in touch using one of the following contact methods: WhatsApp: 0780 3089 684 Or you can contact VM on Social Media by either messaging Facebook: https://www.facebook.com/virginmedia/ Or Instagram DM (@virginmedia) VM Forum Staff do respond to posts on here, although it's not an instant messaging site and can take a couple of days for them to pick up the thread. They will also need to know why you wish to contact them, so providing the reasons now will help make interactions quicker.Re: Contract up for renewal upselling
You need to speak to cancellations to remove any addons, including the sports addons. You should select options 1,1, 4 and 4 when dialling 150 from a VM landline, or 0345 454 1111 from any other phone, which should put you through to retentions (thinking of leaving) They can remove the addons, they also have better offers than the front line agents. Although you might speak to a first line agent to begin with tell them you are wanting to speak to cancellations and they should then pass you through to the actual retentions agent. You can also get in touch using one of the following contact methods: WhatsApp: 0780 3089 684 Or you can contact VM on Social Media by either messaging Facebook: https://www.facebook.com/virginmedia/ Or Instagram DM (@virginmedia)Re: Apps not working and can't watch anything on demand
You can't install/uninstall apps on VM's TV set top boxes, so how is your TV connected to the VM broadband network to enable you to use it's inbuilt apps? Is your TV software/firmware up to date? Are the same apps available on your TV360 box and if so do the apps work on your TV360 box? If not, which are they, and what are the error codes for each app shown? How is your 360 connected to the internet? Are you using a third party router? Any problems using the catch up/on demand services on the 360? Have you used the /check-services/ function to check for problems in your area? You can also a run a test on your equipment from there. If nothing is showing you could also try the automated Service Status number 0800 561 0061. This is generally better as it gives details of more local issues down to postcode level.Re: Hanna S3 E1 missing from Catch Up
Using the info button it shows that the series 3 episodes are only available for 1 month from the date they aired on the VM TV Ultra channel. So episode 2 which aired 3rd November is only available until 3rd December, episode 3 is available until 10th December etcRe: Flashing green light on replacement hub
Which hub is it, and which actual light is flashing green? https://www.virginmedia.com/help/how-to/broadband/hub-lights It's also possible that the new hub hasn't been activated yet. If the old hub still works if you re-connect it then the new one hasn't been activated yet. If that's the case then either wait until the old hub stops working and then swap it for the new one, or call 0800 953 9500 which is the activation line and have the new hub serial number (should be on a sticker on the base) along with the account number and area number which can be found on the bills and contractRe: Flex Package from Sky Q
The Stream (Flex) box became the default TV choice for all of VM's new customers around 8 or 9 months ago. VM's recordable TV set top boxes (TV360) only work on the older DOCSIS cable network which uses coaxial copper cables which carry both the linear broadcast TV channels & the DOCSIS internet. A TV360 box (if available) can be connected to the hub via wifi if the signal is strong enough instead of by the ethernet cable, but it does need to be connected to the VM coaxial cable for a live TV signal. The 360 box carries a £49.99 activation fee and can only be ordered by contacting the sales team on 0800 183 1234. When you use the online postcode checker to confirm if VM can provide a broadband service at your elderly parents address https://www.virginmedia.com/broadband/postcode-checker does it offer a 2 Gig connection amongst the various broadband options? If so then it's in one of the current expansion areas which only supplies a full fibre connection for new customers, and in those areas only IPTV is available via a Stream box.
