Mis-sold Stream box

[spiritbased]

We were sold a broadband and TV package by a door to door salesman.

He made it sound as though the TV was a like for like swap for our existing Sky setup. At no point did he explain we were only to receive a Stream box, and how its features were not the same as a regular box, particularly in regards to recording.

Not only that, but he failed to put through an order as agreed for a second box, then told me it would be quicker for me to contact VM myself in order to get the second box. This took several attempts via the appalling WhatsApp support chat.

Finally, I was told my broadband would receive a Volt boost from 350mb to 500mb after a couple of days. Almost 2 weeks later and no boost.

We’re feeling as though we’ve been completely mis-sold to. I’m still within my cooling off period. Is it possible to change my package without penalty, or should I cancel and stay with Sky?

[nodrogd]

If you have been offered a second Stream box, you are in one of the Nexfibre full fibre areas. These cannot carry traditional broadcast Cable TV services, so will not work the Cable TV boxes that record.

Stream boxes are currently restricted to one box per account unless you are in an area that only offers XGS-PON Virgin full fibre services.

[Akua_A]

Hi @spiritbased 

Welcome to our community forums and sorry to hear you have been feeling misled with your new package. This is certainly not the level of service we look to provide and we want to do our best to help. We can see you very recently contacted our team regarding these issues. Were these issues resolved with our team? Do you need any further help?

Thanks,

[glen8]

Hi,

Not quite true.  We phoned up Virgin and was told it's one stream box per household no matter what network you are on.  We're on pure fibre, and aren't allowed a second box.  They did say that additional boxes were coming in the future, but didn't know when.

[spiritbased]

I cancelled the TV service but kept the broadband. However, two weeks in and I still haven't had the broadband speed boost. VM support kept referring me to O2 support, who'd refer me back to VM, and so on.

I was told I could only have one Volt benefit; either double mobile data or my broadband boosted from 350mb to 500mb. However, the VM website and the O2 website both make it clear both benefits apply:

The last call I had was with a VM guy who said I'd "get a form via email" which I'm still waiting to receive, and given the poor service I've had so far I don't expect to receive. 

So no, the issues aren't resolved and yes, I do need further help please!

[Kath_P]

Hi spiritbased, 

Thanks for coming back and updating us on this. We're sorry to hear you've had some further issues with applying your Volt benefits. If the VM and O2 account are at the same address then you can apply the benefits by logging in to your O2 online account. Once logged in you can opt in to the benefits and the speed boost for your VM account and data boost for your O2 account will be applied within 14 days. 

It's worth noting that the benefits are applied separately so one could be done before the other but we'll send you a text once each one is done. If the benefits haven't been applied within the 14 days, pop back here and let us know so we can help further. 

Thanks, 

[nodrogd]

---

@glen8 wrote:

Hi,

Not quite true.  We phoned up Virgin and was told it's one stream box per household no matter what network you are on.  We're on pure fibre, and aren't allowed a second box.  They did say that additional boxes were coming in the future, but didn't know when.

---

VM only started offering additional Stream boxes a couple of weeks ago. In typical fashion this takes an age to filter down through the call centre staff. To complicate matters, there are two "flavours" of fibre connections. If you are on DOCSIS FTTH (Fibre to the front wall, copper coaxial inside) using RFoG technology you can use V360, but are restricted to one Stream box if you are Broadband only. If you are XGS-PON FTTH (Directly fibre connected Hub5x installed), you cannot have V360, but can have up to 6 Stream boxes per account.

[Roger_Gooner]

If you have a hub 5X, meaning that you're on XGS-PON, you can subscribe to the Mega TV package and get up to six Stream boxes. For any other hub you can either have a single Stream box or a STB (360 for new customers with up to two 360 mini boxes).

[glen8]

well I have waited a good few weeks now, and still unable to order a second stream box.  We're on the full fibre network (thin white fibre optic cable not coax).  What's the secret please?