Stream box apps are incredibly slow
I've got 2 brand new stream boxes (Flex), one upstairs and one downstairs. Regular TV seems to work fairly well but the apps are so sluggish, it feels like the boxes are severely underpowered. Netflix especially is almost unbearable - scrolling up and down in the menu is so slow, starting a programme can take up to 30 seconds and it often takes a while for any subtitles to display. Once a programme starts playing and has buffered it works fine, but everything else is a truly miserable experience. Surely for a fairly new paid service it should work much better than this? Even the smart TV apps on my 6 year old TV aren't as painful to use as this. I am going to have to revert to using a Chromecast for apps I think because I have pretty much given up on the stream boxes now for anything other than live TV.TS2/1/2/ERR_400/302/400 ongoing issues
Trying to add a subscription to my account getting the above messages I try to add a subscription via myvirgin app I get an order is on its way. I've already had an engineer come to swap out my stream box swapped it back out as was still same issue . Customer support didn't want to escalate to 2nd line just send out an engineer or up sell products. Anyone who has been successful in getting this fixed what did VM do?New to Virgin and can't manage my package
I joined Virgin with broadband and a tv package nearly 2 weeks ago. I installed the app and a link to manage my online on my laptop. Whilst I can see basic details, I can't manage my tv package. Every time I try, I get taken to the smiley-face and 'Looking for an upgrade?' chat with us now screen. I've tried getting help vie chat support - but without success... It's very frustrating.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?