Received Email to get Tivo box replaced and Customer Services forcing me to re-contract on a more expensi

[carpetcarrier]

Hello all,

I recently got an email saying that I needed to replace my old Vivo box in order to use Netflix and that this could be done for free. After several attempts to contact customers services, very, very long waits and a few complaints raised, they are telling me that the only way to get a replacement box is to upgrade to a more expensive, less services package.

Is it actually possible to get the outdated Tivo box replaced and remain on my existing contract? If so, who do can I actually speak to as the web chat Ai is the dumbest AI in the world and if you contact customer services is a very long wait just to be told that I have to upgrade.

Virgin Media's customer service was never great, but its absolutely diabolical now. Especially the complaints team who's resolution is just to contact customer services and you get stuck in a vicious circle.

Ordering a replacement box seems like a pretty straightforward thing to me, by VM making it an absolutely horrendous experience. 

If there is no one at VM I can call to get some actually help, then maybe Sky or BT would appreciate my call.

Any help provide would be greatly appreciated.

Kind regards,

Mark.

[carpetcarrier]

Hi japitts,

Do you know which team we can contact about this? 

I got an email saying that I needed to replace my old Vivo box in order to use Netflix and that this could be done for free. After several attempts to contact customers services, very, very long waits and a few complaints raised, they are telling me that the only way to get a replacement box is to upgrade to a more expensive packages with less services.

[Adduxi]

AFAIK, any use who is still on the old TiVo box, will get an upgrade free.  You should not be forced into any other package etc. etc.

If you wait here a day or two a VM Mod should pick this up and discuss directly with you.

[japitts]

Better to keep all your posts on the same topic in the same thread - they've now been merged.

In the scenario of proactive swapout such as the Netflix removal, what's offered should depend what boxes you have. If you have only TiVo's, you should be offered a conversion to a TV360, but I don't see why you can't request a V6 if you'd prefer.

If you have a combination of V6 & TiVo, you should be offered a swapout of any TiVo > V6, so the V6 don't get touched. At least one other poster on this forum in this scenario, posted the letter they received and it encouraged a TiVo > TV360 swap, and thus by implication an unnecesary conversion of the V6.

If you definitely want to remain with a TiVo/V6 combination, I can only suggest you make this crystal clear to VM in any interaction with them - it shouldn't be a problem.

[John_GS]

Hi @carpetcarrier 

Thanks for posting and welcome back to the community.

I'll send you a PM now to help further.

[carpetcarrier]

@John_GS I'm unable to reply to your latest DM, as the forum is throwing up HTML errors. Is there another way to reply you to try and get this simple issue moving.

[carpetcarrier]

Hi John,

This infuriating message board just keep throwing up errors when I try to respond to you latest private message. Is there another way to reply you to try and get this simple issue moving.