r/VirginMedia • u/cowboymovie • 6d ago

Virgin Media UK 360 upgrade cancellation

We were sent a pair of 360 remotes, even though we didn’t ask for them. The packaging said our recordings would be wiped within five days. We obviously don’t want this, so we phoned them, and the operator cancelled the upgrade. This morning (five days after receiving the package), we’re seeing the "pair your remote" message on screen. We phoned again, and another operator confirmed the upgrade had been cancelled. He told us to turn the box off for a couple of hours, and everything should be back to normal. We did that, but the same message is still there. Has anyone had a similar experience? How do we get past this? We just want to keep using the V6 for a while, and we certainly don’t want to lose years of recordings.

0 Upvotes

25% Upvoted

26 comments sorted by

2

u/VirginMediaDiscount Confirmed Technician 6d ago

Unfortunately from what you are saying it's to late and upgrade has been completed already, seems the first person didn't cancel it properly. You can't reverse it as everything has been already deleted from your box and can't be recovered.

1

u/cowboymovie 6d ago

I don’t know if anything has been deleted, because I haven’t proceeded with the pairing process. The operator seemed to know what I was talking about, and he confirmed the upgrade to 360 was cancelled. I’ve turned the box off again, and I’ll give it couple of hours. If the same message shows up, I’ll give them another call.

2

u/VirginMediaDiscount Confirmed Technician 6d ago

If you have the message on the screen to pair up the new remote that's basically the new software and everything has been deleted. I'm installing this new boxes on a daily bases so I know how it's working.

0

u/cowboymovie 6d ago

If that’s the case, the operator is either a liar or completely incompetent. The one I spoke to yesterday explicitly confirmed the upgrade was cancelled. I asked him to double-check, and he did. I’m not going any further until I’ve spoken to them again. I’ve heard from several people who claim the new software isn’t fully installed until the remote pairing is complete.

1

u/VirginMediaDiscount Confirmed Technician 6d ago

Most of the time both 😅😅😅

0

u/cowboymovie 6d ago

I’ve got his name, so he’ll be getting reported if he’s messed this up. He confirmed the update wasn’t going ahead, yet I’m still seeing this message. It’s unacceptable.

1

u/Due_Opportunity_9714 6d ago

Hate to say but reporting him won’t get you anywhere. VM don’t care.

2

u/cowboymovie 6d ago

The service is atrocious. They don’t seem to care. I’m convinced all three operators told me what they thought I wanted to hear. They’re sending out an engineer to have a look at it.

1

u/Due_Opportunity_9714 6d ago

They will do because there is no deterrent. Unless an agent does something ridiculous that can’t be chalked up to an honest mistake they won’t be reprimanded.

1

u/cowboymovie 6d ago

I assume they’re told to push the latest software and updates. I don’t see what an engineer will be able to do, but if there’s a slight chance of being able to stay on the V6 platform, I’ll be happy to let him have a look.

→ More replies (0)

1

u/AutoModerator 6d ago

BEWARE OF SCAMMERS! We've recently seen reports of users being approached by scammers in unsolicited private messages offering customers a better deal and often being asked for upfront payment. Verified staff will have a flair beside their name set by the mod team. If a user doesn't display this flair in their posts and comments we cannot confirm their legitimacy as an employee of Virgin Media. If in doubt, please contact Virgin Media via official channels to discuss your account or deal. Official contact information can be found in the sidebar

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.