Forum Discussion

BigCheeze's avatar
BigCheeze
Joining in
22 days ago

Mis-sold Flex?

I joined VM just before the new year from Sky, where I had the SkyQ multiroom, I was sold (I thought) the Flex package with 3 Stream boxes (at an additional £15 in total). At installation only 1 box came, but I was told that I could easily order more. When I have tried to do this, firstly the app doesn't let me (throws up an error message), and secondly, when I have called the "helpline" I am being told that I can't have more than 1 box on my account. I have spoken to various Customer Services people and get the same message. I had an engineer out today and he told me that I needed the Apollo package not the Flex...is this true, or do VM not know themselves?

I now have to spend another hour on the phone to people who don't know their own products.

Any advice?

  • BigCheeze's avatar
    BigCheeze
    Joining in
    22 days ago

    As a quick update, I have been on with a CS agent for the last hour, it seems that I can indeed have up to 6 Stream boxes, but for some reason my account has not been set up correctly. The nice man raised an IT Ticket...so fingers crossed.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    22 days ago
    BigCheeze wrote:. I had an engineer out today and he told me that I needed the Apollo package not the Flex...is this true, or do VM not know themselves?

    I now have to spend another hour on the phone to people who don't know their own products.

    Any advice?

    As a quick update, I have been on with a CS agent for the last hour, it seems that I can indeed have up to 6 Stream boxes, but for some reason my account has not been set up correctly. The nice man raised an IT Ticket...so fingers crossed.

     

    Hi BigCheeze

    Thanks for updating the thread and advising that you've managed to speak to somebody that's raised an IT ticket to get your account updated.

    Although the Stream (Flex) set top box is the same set top box as that with the Apollo package, the Apollo package is only available to users of Virgin Media Ireland.

     /virginmedia.ie/ 

    These forums are for Virgin Media UK and they are totally separate companies and the Apollo package isn't available to UK customers, so UK customer support won't have any idea aout the Apollo package.

    However UK customers that don't have any other VM multiroom set top boxes should be able to add up to 5 additional Flex boxes.