Molly_T
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Re: All recordings deleted
Thanks for getting back to us ghirl7 👋 our sincerest apologies that this happened! As my colleague John has advised, sadly once recordings have been deleted there's no way of retrieving them. Hopefully it doesn't happen again but if you can please try making some more recordings and let us know if you have any further issues? This can indicate an issue with the hard-drive on the TV box. Thanks for your patience in the meantime, we appreciate this isn't ideal! Please let us know if there's anything further you need our help with. All the best. 🌞18Views0likes0CommentsRe: Help! No welcome email or confirmation
Hi jaelpembele 👋 welcome to the community forum! It looks like we've already offered support with your query via another thread here 👉 https://community.virginmedia.com/discussions/VirginMediaApp/cant-register-virgin-media-account/5310330/replies/5648672 Thanks for your patience whilst your services are installed and activated, so that you can access your my VM account. 🌞4Views0likes0CommentsRe: Three Different Installation Dates
Hi Phillipsymon 👋 welcome back to the community forum! Thanks for posting. Sorry to hear about these delays to your installation and your experience trying to get things sorted. We are a bit limited in the support we can provide for these kinds of cases via this platform as they are exclusively managed by the pre-installation team. They have a direct line you can reach them on via 📞0800 052 1734 . This is due to the kind of support needed for pre-installation issues. Delays can occur due to additional infrastructure or cabling works needed in order to complete the installation. In some cases this can involve council permissions or 3rd party contractors. In terms of compensation we have an Auto-compensation scheme which will automatically assess your account for whenever the eligibility criteria is met (in this case, a rescheduled or cancelled appointment.) The credit is then applied to the account and deducted from the next generated bill. 👉 https://virg.in/autocomp . In some instances it may be that your credit is calculated once the installation has finally been completed - so this may be why you haven't seen it yet. If there's further compensation you are looking for as a result of your poor experience, we'd need to ensure a complaint has been raised and assigned to the pre-install team, who will discuss this with you when the installation has been completed and we can proceed to the final resolution stage. Do you have a complaint raised yet? Please let us know if not, and we can help arrange this for you. We do understand that delays to an installation can be frustrating - and would like to sincerely apologise for any inconvenience caused! We hope that the team are able to complete your installation ASAP. Thanks for your continued patience in the meantime! 🌞7Views0likes0CommentsRe: error code CS9994
Hi Petersladdie 👋 welcome back to the community forum! Thanks for posting. Sorry to hear you have been experiencing some issues with the ITVX app and your experience getting them sorted at the time. Thanks to newapollo for their insight and advice here. They are right about the TV error information, and so I'd be interested to know if you've tried a hub reboot along with the reboot of the TV box itself? You did the right thing by rebooting the set top box! This is one of the first things we'd always recommend when these kinds of issues occur. You can also try logging in and out of the app itself. As the issue has now been resolved in this instance we're a bit limited on being able to provide further support at this stage, but please do keep the thread updated and we can offer further help if it returns in future. Wishing you all the best! 🌞6Views0likes0CommentsRe: Flex Glitch - can't remove Sports Subscriptions.
Hi GazteakBro thanks for joining the thread. Sorry to hear you are also having some issues with managing your flex subscriptions. You should be able to manage your subscriptions for flex via your My VM account 👉 virg.in/myVM - we sadly can't do this for you by phone or our support channels, as all subscriptions are user managed. There's a bit more information about this here 👉 https://www.virginmedia.com/the-edit/tv/add-or-remove-flex-subscriptions With a premium subscription like Sky sports it will take 30 days for the change to complete and process - so it may be that there's a pending change for the removal of this service at the moment. If it's still appearing when your next months bill is generated please let us know and we can escalate your case internally if needed. Thanks for your patience in the meantime! 🌞13Views0likes1CommentRe: Upgraded from Hub3 to Hub5 and 1Gig speed but Powerline Boosters won't work any more - any ideas?
Hi FranH 👋 Welcome back to the community forum! Thanks for posting. Sorry to hear these issues with your Hub 5 and the powerline boosters. If you are on this kind of connection and hub set up, you should have our Wi-Fi POD's instead. I will send you a PM to confirm a few details so we can arrange getting these changed over for you. We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞6Views0likes0CommentsRe: Hub 3 hot weather no Internet
Hi Enachu12K 👋 welcome to the community forum! Thanks for posting. Sorry to hear these concerns about your Hub 3's connection, the red light and it's temperature. Have you been able to try the advice of other community members and check the temperature of your hub? Is it hot to touch? I will send you a PM to confirm a few details and see if we need to arrange a replacement. Please keep an eye on your inbox 📩 in the top right corner of the page. We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞11Views0likes0CommentsRe: Longer coaxial cable needed, can Virgin supply one?
Hi Clevski7 👋 Welcome back to the community forum! It looks like you posted about this before here 👉 https://community.virginmedia.com/discussions/Setup/longer-coaxial-cable-needed/5628430 and we did reply offering some support. We just need to establish if you are looking for a longer cable, or an appointment with an engineer to relocate the hub. I will send you a PM to confirm a few account details - if you can please keep an eye on your inbox 📩 in the top right corner of the page. We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞7Views0likes0CommentsRe: Package contract renewal
Hi oslouk 👋 Thanks for returning to the thread to keep it updated! Really pleased to hear that the team on the phone were able to get this package / contract issue resolved for you. It sounds like things are all sorted, but if there's anything else outstanding you need please do let us know. Thanks for your patience! Wishing you all the best. 🌞15Views0likes0CommentsRe: Account login issue
Hi Munchie63 👋 Welcome to the community forum! Thanks for posting. Sorry to hear about your difficulties accessing the online information for your mobile account. You can find loads of great general help information for mobile here 👉 https://www.virginmedia.com/help/mobile . Virgin Mobile fully merged with O2 in August 2023, and so access to any information about your Mobile billing should be directly via your O2 mobile online account through My O2 👉 https://accounts.o2.co.uk/signin The only reason you would be receiving billing from O2 and VM is if you have an ongoing handset loan agreement which is with Virgin Mobile. There's a separate online portal to view any of this information 👉 https://virginmedia.icehosted.com/VirginMedia/WebPortal/SelfService . If you can please check out the link, there's information about how you were sent the login details. Once you've checked this through, if you don't have what you need to login and would like us to re-send it to you then please reply again here and we will be able to offer further help. Thanks for your patience in the meantime! 🌞11Views1like0Comments