Confusion about TV boxes on account

[Tom41]

We recently upgraded our TiVo box to 360 and got a Mini box at the same time. However, on both the online diagnostics and the billing page, it seems to think that we still have the old TiVo! I thought the idea was the TiVo would be deactivated and replaced with the 360. Is it normal to behave like this for a while after switching over, or is there something up with the account?

Note the "1 additional TV box" on the bill - implies we are still being charged for the TiVo even though it's no longer connected up.

[Gareth_L]

Hello Tom41,

Thanks for popping back on our community.

Sorry you've had to query the TiVo box still being linked to your account after swapping this for the 360 box.

With our billing, we charge in advance so it may well be the case that the latest bill was produced before you had the TiVo removed.

If you can look at your bill it should show a credit balance next to the TiVo box.

Would it also be okay to ask if you need any help with the 360 and 360 mini box?

Gareth_L

[Tom41]

Thank you for clarifying this. I looked at the PDF version of the bill and it does indeed show a credit next to the TiVo Monthly Fee. For Television it only shows Mega TV and two 360 boxes.

At present the 360 boxes are working as they should with no issues. I will be sure to get in touch if anything goes wrong.