No cost TiVo box upgrade

[Noaksey34]

I received a letter saying I need to upgrade my TiVo at no cost to continue using Netflix. The letter contains a tv upgrades link which doesn’t exist. The automated web chat thing doesn’t have any relevant options and just takes you round in circles. I phone up and finally get through to someone at the second attempt after being cut off first time, I tell him that I want to upgrade my TiVo to a V6 as we already have an additional V6 box and I don’t want to change both to the 360. 

After being on hold for some considerable time while he investigated I was finally told that I couldn’t upgrade my TiVo to a V6 box on a no cost basis and that to do that would involve “changing my contract” 

exasperated I left it, only VM could write inviting something and when you finally get through they say you can’t

[japitts · Accepted solution]

Sadly, yet another example of the TV360 platform seemingly being pushed at all costs, in this case at the expense of the simplest solution.

The agent who told you that TiVo > V6 swap couldn't be done was - I'll be generous - being economical with the truth. Faulty TiVo's are swapped with V6 as a matter of course, since several years. Does yours have any service faults?

[Noaksey34]

Thanks, it’s very frustrating to say the least. The box is certainly showing its age and I’ve had to reboot it a few times lately 

[Matthew_ML]

Hey Noaksey34, thank you for reaching out and I am so sorry to hear about this, also a warm welcome to the community.

I can see you've spoke to the team, did they manage to help at all? 

[Noaksey34]

Hi Matt

Unfortunately they couldn't help unless I wanted to upgrade to 360 which I don't 

I look forward to hearing from you 

[Ilyas_Y]

Thanks for the reply @Noaksey34 👋🏼

I've had a look and double checked and the only update that would go through is for the TV 360 box.
There is no option for us to send out any kit swaps as V6 boxes sorry.

Kind regards,
Ilyas.

[Noaksey34]

Thanks for the reply. I've got one tivo box and one V6. So you appear to be saying that if my TIVO box breaks down I can't replace it with a V6?

This seems crazy.

[japitts]

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@Noaksey34 wrote:

Thanks for the reply. I've got one tivo box and one V6. So you appear to be saying that if my TIVO box breaks down I can't replace it with a V6?

This seems crazy the

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I think that Ilyas' reply is referring to the Netflix/TiVo proactive swapout, where TiVo's can only be replaced with TV360. This doesn't surprise me, but runs counter to both the "simple solution" and VM's previous briefings, of how mixed V6/TiVo households would be treated.

Faulty TiVo's are still being swapped for V6 as a matter of course.

[Gareth_L]

Hello Noaksey34,

Hope your well.

I'd like to look at getting you a V6 box swapped free of charge for the current TiVo box.
If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Gareth_L
 

[Gareth_L]

Hello again Noaksey34,

Thanks for passing security.

Now the free upgrade has been booked from TiVo to V6, can you please let me know how you get on?

I've sent the details by private message and you can also track the order through your online account here 

Gareth_L