Forum Discussion

BFL's avatar
BFL
Tuning in
3 years ago
Solved

Unable to manage my Stream Box

I took delivery of a new Virgin Media Stream Box last week. The setup was relatively quick and straight-forward. My first impression is that I'm very happy with the box and I like that it offers more HD channels than Freesat and Freeview and it seems quite responsive and robust. However, I'm unable to manage my Stream Box subscriptions so I can't add/remove any subscriptions to the box (Netflix/Disney+/Entertainment etc). 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. What seems obvious is that it's not a hardware problem so a new box or a tech visit probably won't make a difference. My best guess is that the box hasn't been activated properly (although I've received two text messages telling me that the equipment has been activated) and I'm therefore not able to manage it. 

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?

  • Alex_RM's avatar
    Alex_RM
    3 years ago

    Hi BFL,

    I've had a look at look at things from our side and I'll need a few more details from you, I've popped you over a private message for this (purple envelope, top right hand corner)

    Alex_Rm

  • BFL's avatar
    BFL
    Tuning in
    3 years ago

    If it helps, below are the error messages that I receive when trying to manage my subscriptions. 

    This is online:

    And this is the error message when I'm trying to do it using the app on the box:

     

  • gconn's avatar
    gconn
    Dialled in
    3 years ago

    Hi, this is the exact issue which I have, with the same error messages. I have had this fault for over a month. Virgin Media have been unable to fix. No progress has been made despite many phone calls - to both customer services and technical support - and an engineer visit. I hope you are more successful in getting this resolved.

    • BFL's avatar
      BFL
      Tuning in
      3 years ago

      Thanks .@gconn. I've seen a few posts about other users having this issue but no solution. It seems like a simple matter of the account not being correctly activated and not communicating correctly with the box.  

      I've spotted this thread dating back to May, https://community.virginmedia.com/t5/Stream/Can-t-add-or-see-TV-Packs/td-p/5006150, where it looks like .@BlueLou managed to solve it. Perhaps you can pick this up and do your magic for me (and .@gconn) as well?

      • John_GS's avatar
        John_GS
        Forum Team
        3 years ago

        Hi BFL

        Thanks for posting and welcome to the community.

        Sorry to hear of the issues with the Stream Box. I've tried to run some diagnostics on the box today but it's showing as turned off. Can you turn the box on for me and let me know when done so we can run some checks?

        Best,

  • BFL's avatar
    BFL
    Tuning in
    3 years ago

    This has been fixed now. Thanks to @Alex_RM and @BlueLou for sorting it out. I'm not sure what the problem was but it looked like the box hadn't been activated correctly. After a few messages back and forth, @Alex_RM sent a 'hit' to the box and that seems to have kickstarted it and it's now working fine and I can add/remove subscriptions. 

    • John_GS's avatar
      John_GS
      Forum Team
      3 years ago

      Hi BFL

      Thanks for coming back to the thread and sharing those comments 🙂 I have passed them to Alex now :). 

      Delighted all fixed, do pop back if you need further assistance.

      Best wishes,

  • marsmontblanc's avatar
    marsmontblanc
    Joining in
    2 years ago

    Hi I’ve got exactly the same problem. Stream box delivered today and all works fine apart from I can’t add any subscriptions for paid for channels (eg TNT Sports). Please could a Virgin staff member do whatever needs doing to fix the problem? Thanks, Stefan

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)
      2 years ago

      Hi marsmontblanc 👋

      Thanks for posting, and welcome to the Community Forums.

      I'm sorry to hear you're experiencing a similar issue. I've checked things on our side, and have sourced the issue. I'm going to send you a private message, to assist further.

      Please look out for it in the top-right, white envelope or by tapping your profile picture, then "Messages".

      Thanks,

  • Mjennings1983's avatar
    Mjennings1983
    Tuning in
    2 years ago

    I am encountering the same issue, have spoken with Virgin via WhatsApp multiple times and keep getting told a ticket is with IT and will be resolved within 3-5 days. I’ve yet to receive any comms and certainly nowhere near a resolution! 

    As a new customer this is very frustrating and not a good start to using the service. I was able to add subscriptions initially but now get the same error code most people have reported in the forum. Looking in the app it no longer has TV marked as green as well! 

    is anyone here able to assist?

    • Zoie_P's avatar
      Zoie_P
      Forum Team (Retired)
      2 years ago

      Hi Mjennings1983.

      Thank you for your post and I am so sorry to hear you are having issues with your stream box, I can take a look into your IT ticket to see where it is up to. I will need some details so I will pop you over a PM, just keep an eye out for the little envelope 👀📩

      Thanks,
      Zoie