Flex / stream not allowing subscriptions to be added

[Haylinghoff]

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?

[Haylinghoff]

Does anyone ever read these posts? 

[Haylinghoff]

Hi - I'm new to Virgin and have a problem with the Flex system which will keeps giving an error message when attempting to add subscription channels. From looking through the community chats this appears to be a common problem with accounts / boxes not being fully activated. I've been trying to get this resolved through the help desks etc but all they do is send out a new stream box and engineer. I've had 2 engineer visits and 3 boxes in 2 weeks!

Has anyone found a way to get issues resolved? Because this is getting a little frustrating!

[newapollo]

I've moved your post from the natter forum which isn't  frequented very often by forum staff (it's meant for non VM related posts) and merged it with your original thread in the Stream (Flex) forum.

A member of the forum team should pick up your post here. This generally takes 2/3 days, however adding to the thread  may push it to the back of the queue. 

[Haylinghoff]

I want to say thank you but I think I ended up marking your message as the solution. Am I able to undo that? Just not got the hang of the forum.

[newapollo]

Hi @Haylinghoff 

That's not a problem, and it's easily rectified by yourself.

Click on the dropdown menu icon in the top right hand corner of the post you marked, and in the dropdown screen click on Not a helpful answer: See the screenshot  below.

(To me instead of the icon you clicked on saying, 'Mark as Helpful Answer' it should be replaced with, 'Marked as Solved')

You can always give a kudo instead. When you give kudos to a message, you are giving a thumbs-up for good content ( similar to a Facebook 'like') or for being helpful.

unmark as helpful

[Wirral-Saint]

I agree that the experience of adding subscriptions is plagued with problems. When I first got my Stream box in July, I was able to add UHD and Premier Sports without any difficulty. However, we are looking after a friend's 1 year old for one day a week soon and I wanted to add Kids TV but it keeps saying there is a technical glitch - try again later. I would suggest that you do what most help desks say in times like these - switch off the box, then switch it back on again 30 seconds later. Sorry I can't be more helpful.

[Haylinghoff]

Hi @Wirral-Saint yes I've tried that several times. An engineer was sent round to switch boxes but it didnt change anything and he spent an hour on the phone to their help desks!! From what I have read on here, and from what we could work out when the engineer was here, this seems to be an issue with activation of the account. I have now been sent another box - so that is the 3rd box in 2 weeks which is bonkers!! Thanks for replying with the suggestion though.

[Akua_A]

Hi @Haylinghoff 

Sorry for the ongoing Stream box issue and that it took a while for us to get to you. We apologise on behalf of our team. We have already sent you a message on another thread. Please respond to us there and we will do our best to help 🙂

[Hba09]

I have had the same issue with the same error code can i please have a solution to this problem. I have seen that some reports have been solved by the IT team making a new profile and actiavting it that way. So can i also have this so i can add subscriptions as soon as possible. Thanks