XL Package But NO HD Box
 

Hello,

We have been with Virgin since it was Telewest , and have been on the XL tv package all that time.

We have our box hooked up by scart, but is a HD tv with HDMI sockets on it , as we are on the XL package, shouldn't they give us a HD box to able to view the HD channels?

Many thanks

Mart

Re: XL Package But NO HD Box
 

I would have thought you could do a box swap for a VHD, i'd argue about not being charged for it either if they want to charge for it.

Do you have a seperate modem or does the BB go through the box?

Re: XL Package But NO HD Box
 

Er,

I have a little box on the floor with flashing lights on it !
So i guess yes, separate box

Re: XL Package But NO HD Box
 

OK, i just wondered whether you had one of the scientific atlanta boxes with the built in modem.

Give them a bell, if you don't get any joy from the Overseas call centre try retentions.

Re: XL Package But NO HD Box
 

Ok,

Will try, er is that the 150 number

Re: XL Package But NO HD Box
 

Yes mate

I think retentions is moving-thinking of leaving

Hopefully someone will post the proper option numbers

Re: XL Package But NO HD Box
 

If you've been with them a while mate check out some of the new bundles to see if any meet your requirements (http://store.virginmedia.com/big-bundles.html) as all of these come with a TiVo box as standard.

Re: XL Package But NO HD Box
 

Retentions is 150, and from main menu it is 5 then 3. Remember to be polite at all times, starting by demanding things won't get you anywhere.

Re: XL Package But NO HD Box
 

Hmm, seems to be a lot of new posters recently....

Re: XL Package But NO HD Box
 

In this case an infrequent poster, from that I deduce they are deliriously happy with their cable service apart from today:D

Re: XL Package But NO HD Box
 

Quite true, until chatting to a friend who also has virgin, kind of the same package as us, but paying a lot less, and with a 50meg connection, to my 20
and he got a hd box without him asking for it

Re: XL Package But NO HD Box
 

In that case, as above try asking about one of the current "Big Bundles" Where you may end up with a much faster internet service, a shiny TiVo box AND save money. It shouldn't, but may need a call to retentions to do this but you hopefully should get sorted pretty simply.

Win-win!

Also, I can't help but find a little irony in a poster who joined in 2012 commenting about a "new" poster who joined in 2006 and just hadn't posted much! :p

Re: XL Package But NO HD Box
 

I've heard that if engineers find the older Pace SD boxes installed, they will normally swap them for a VHD, even if the tech visit is for another reason..

Re: XL Package But NO HD Box
 

Ok,

Look's like an email and phone call is needed

cheers

Re: XL Package But NO HD Box
 

Correct me if I'm wrong, but isn't the lowest BB speed offered by Virgin now up to 50Mb?

Re: XL Package But NO HD Box
 

I think they were referring to their legacy Broadband service like I was on, its a bit of a mess out there in Virgin Media Land because we just rent their equipment and not own it, then you end up with customers like this who have SD TV boxes and cable modems that don't support 50Mbits speeds as they have not got a super hub!

---------- Post added at 20:20 ---------- Previous post was at 18:59 ----------

Last I heard was they were still replacing them with refurbished Samsung SD boxes.

Re: XL Package But NO HD Box
 

Correct, we swap like for like. So service techs carry samsung 2110s to replace sd boxes. Superhub version 1s for legacy modems and existing sh1s.

Re: XL Package But NO HD Box
 

Well,

All i got from the so called help desk, you have to pay for a new box

I've been with these people longer than i care to remember,
And I think i'm going to look elsewhere

Am i right is saying "Virgin" is under a new ownership ?

Re: XL Package But NO HD Box
 

Your going about this the wrong way. You only get free stuff when you try to leave. Simply hand in your 30 days notice to cancel and wait for them to call you back.

Re: XL Package But NO HD Box
 

Was the help desk English. I suppose they just want to squeeze more money out of you.

If you go somewhere else it will be another customer lost.

Try phoning again and upgrade to TiVo.

Let us know what they want to charge you extra.

Re: XL Package But NO HD Box
 

But thats just it, i don't see why i should pay any extra for something i should already have on XL TV package, i tried to make the point, that i am paying for XL, but can't view any HD channels with current box

Re: XL Package But NO HD Box
 

What you have to remember is that if you've been with them years then you will have taken the XL TV pack when there was no HD on VM. Therefore you still currently get what you signed up for despite the fact that the XL TV package has been improved over the years. Plus the bundle you have will no longer exist as, like others have pointed out, the 20Mb BB tier is a legacy tier as the minimum is now 50Mb.

We don't know what you currently pay for your services but like I suggested above, you may find that some of the newer bundles will be around the price you currently pay or even cheaper and will all come with a TiVo to enable you to get HD. Even if you go through the retentions route, you will likely have to switch to a new bundle.

Don't get me wrong, I'm not sticking up for VM here but surely you can't expect any company to just keep providing their customers with new equipment when available? They have to get something out of it to make it worth their while whether that be tying you into a new contract, upgrading your bundle or charging you an product/installation fee (or a combination of the three).

Re: XL Package But NO HD Box
 

I genuinely believe martkt10 as a loyal cable customer will get a good deal from VM as these are the kind of customers they want to retain!

One thing I have noticed VM are good promoting new bundles and mobile phone offers but I think they are missing a trick with customers on legacy services and hardware, by promoting directly to these customers the benefits of upgrading they will lock them into new contracts and the same time get old tech removed out of the system!

Re: XL Package But NO HD Box
 

I've had tv xl for many years (and cable tv since 1995) and like you i was a bit brassed off that i could only watch in SD, so much so in fact that i tended just to watch freeview HD and leave the kids to the cable tv (was using a Samsung tv box and ambit modem for interweb). I rang retentions just over a fortnight ago (option 5 then 3 i think), i politely pointed out that i wa paying over the odds (£60) for 20 meg BB and SD tv. They were quite helpful and offered me shub 2 (which you are entitled to anyway if you ask for your free upgrade to 50 meg) but with free install, and tivo box all for around £10 less than i had been paying. I did lose my evenings "free" calls but i've now got much better tv options, the tivo is really very good. Unfortunately the broadband isn't too clever right now, for me at least, although it works ok during the day, i'm hoping the issues over slow evening speeds will be resolved. I'd definitely speak to retentions (not helpdesk).

Re: XL Package But NO HD Box
 

I'm sure he will get a good deal mhatter as I generally ring retentions every year once my contract expires and they always do me a deal I am happy with in exchange for a new 12 month contract. All I am saying is that in order to get a new box/deal, the OP will have to agree to something that is mutually beneficial to both parties.

Re: XL Package But NO HD Box
 

Agree completely!

Re: XL Package But NO HD Box
 

Trouble is (and I am not saying the OP is like this) a lot of people expect to be given things for free. It is the culture these days, people seem to think that others owe them everything and want something for nothing.

Re: XL Package But NO HD Box
 

The thing is we are all paying for a rental service given by VM, I presume they are making money from the services they provide not the customers hardware, so where possible a free equipment upgrade customer happy, locked into a new contract VM happy!

Re: XL Package But NO HD Box
 

Yes, but it would mean less profit for VM, so why would they do that? I have found Virgin Media to be more than generous when reviewing my packages and I was quids in when I changed my VIP package to the Big Kahunda. However, I would not expect them to pay for updated equipment unless that equipment became incompatible with the service VM were offering.

Re: XL Package But NO HD Box
 

Well, thats my point, i pay for XL, but can't view any HD channels as the box only has a scart connection

Re: XL Package But NO HD Box
 

While I do see your point, Virgin's perspective on this would be that you are getting the package you signed up for (ie without HD). You can't expect VM to give you a free upgrade just so you can receive a service you haven't had in the past. Having said that, if you phone up CS and tell them you were looking to upgrade your services, I'm sure they would cut you a good deal.

Re: XL Package But NO HD Box
 

I agree but they should provide you with a minimum spec to receive what you should be able to receive, even if it it been a free upgrade.

Re: XL Package But NO HD Box
 

They do during the term of your contract. However after that, the onus falls on the customer to decide whether they want to carry on, upgrade or cancel. If you do nothing then the company will just continue providing the services you originally agreed.

That's the way of the world works I'm afraid and is why companies look to provide new services and product innovations to try and encourage customers to do something and take a new product or service and re-contract.

If the onus was on the companies to keep providing customers with new equipment all the time then it'd cost them a fortune and they wouldn't bother looking at new products or services and just keep things constant to reduce their costs.

It's the same across the industry, 3G to 4G, SD to HD, HD to 3D/4K, DVD to Blu-ray and the list goes on. All to encourage us customers to buy new products and services or agree new contracts. ;)

Re: XL Package But NO HD Box
 

I do think there is a sensible time to retire specific hardware through fault replacement though, like why don't they just replace faulty SD boxes with the new VHD ones. As already stated if your cable modem dies in is replaced with a superhub 1 (I know not great) with access to wifi potentially for the first time for that customer!

Re: XL Package But NO HD Box
 

Totally agree. What is the point of replacing old hardware with old hardware? Before too long VM will want to convert everybody onto TiVo software compatible boxes, why not get some of them out of the way during the course of normal engineer visits??

IIRC, customers could pay to upgrade to an HD box and then it became free. Not sure when they started charging again.

In the end everybody will need to have either a Tivo or a TiVo compatible V Box. I'm sure that customers who refuse to pay for a new box will be upgraded for free, as it would cost more in lost revenue by losing customers.

Does anyone know if both the SD and HD V boxes are TiVo compatible?

Re: XL Package But NO HD Box
 

Some customers would fake a fault to get new cpe

Re: XL Package But NO HD Box
 

Neither of them are.

Re: XL Package But NO HD Box
 

Because it's cheaper to do so, one assumes. When it ceases to be economic, things will change.

In the meantime, if the individual wants to get HD, the onus really is on the customer to talk to VM about it and see what deals are available.

Re: XL Package But NO HD Box
 

If everyone had HD kit, then there would be no need to double up with SD and HD channel versions - I guess if the kit was designed to, it could downsample the HD channels to SD for people without HD - which must surely be getting rarer.

Re: XL Package But NO HD Box
 

That's a big if, though, Matth. Don't forget that there are a lot of people who cannot afford to get the best kit available, and many continue to rely on non-HD ready TVs.

Unless the EU are about to rule that it is everyone's human right to have an HD TV, I can't see much change happening on that front. ;)

Re: XL Package But NO HD Box
 

All the VM HD-capable boxes can do this already.

Re: XL Package But NO HD Box
 

That's interesting. Does that mean that you can receive HD channels on a non HD-ready TV then? If so, I really hadn't appreciated this.

Re: XL Package But NO HD Box
 

i would of thought it was a simple HDMI to SCART cable which you can pick up in the poundshop making it compatible

Re: XL Package But NO HD Box
 

Are customers just routinely believed when they report a fault? Aren't checks done?

Re: XL Package But NO HD Box
 

I see on VM's website that taking an upgrade HD box means a new contract. Is that for sure?

Re: XL Package But NO HD Box
 

Yes, simply connect by SCART. The V+ may give you a warning that you are watching HD through SCART but it'll still work.

Don't waste your pound. A simple cable can't convert HDMI to SCART.

Checks are done, but if the customer insists there is still a problem, what can you do?

Re: XL Package But NO HD Box
 

I had one today, "my vplus keeps cutting out" so i go to my van and get another one and she says "thats not a tivo, I thought virgin stopped doing v+"

Re: XL Package But NO HD Box
 

I can't believe this has gone to four friggin pages!

Re: XL Package But NO HD Box
 

What's xl got to do with hd? You get hd on the M package too

Re: XL Package But NO HD Box
 

And we've never found out if the OP decided to upgrade or not.........:shrug:

Re: XL Package But NO HD Box
 

But you must have found a problem or you wouldn't have been swapping the box out, right?

Re: XL Package But NO HD Box
 

No, I can't detect a box rebooting randomly

Re: XL Package But NO HD Box
 

Ok. Free repairs was a big seller for me when I came over from Sky, but I'm sure I remember reading that there was effectively a no abuse policy in place? If that's right it's essentially worthless.

Re: XL Package But NO HD Box
 

Not really. Abuse to me is someone who takes advantage of it and has an engineer out every week or keeps damaging their equipment deliberately to get new equipment. Since being with Virgin 4 years ago, had them a grand total of 3 times. That hardly constitutes abuse does it?

Re: XL Package But NO HD Box
 

If you were caught fibbing then of course the non-abuse clause kicks in. The problem is that while someone pouring a glass of water in to a box is easily detected, what do you do in the case of intermittent faults like jb66 describes?

Re: XL Package But NO HD Box
 

I think jb66 point was a suggestion the cutsomer was expecting a replacing of the current V+HD with a TIVO which is a superior box in terms of functionality (and preusmably without the intallation costs and monthly fee) which is not a like for like replacement

Re: XL Package But NO HD Box
 

I wasn't referring to you - the point I was making was that there is a no abuse policy in place, but as long as the customer chooses the right fault to complain of, there is absolutely no way to confirm what they're saying, and so it's taken on trust. Rendering the policy pointless.

Re: XL Package But NO HD Box
 

I know it wasn't aimed at me, but I was just using that as an example. It is up to different people to decide how they define abuse of the free repair service. I mean, my neighbour has been with them since he moved into their property in 1991 and they have had an engineer out something like 5 times in 23 years.

The problem is for every 100 customers who don't abuse the free repairs, you will get probably 10 who DO abuse it (Just assuming numbers, no actual proof on the numbers quoted). And they are the ones who need to be charged for it.

Re: XL Package But NO HD Box
 

Quite. I think we're agreeing with each other!

Re: XL Package But NO HD Box
 

I would find it hard that many would deliberately damage their SD box to get a HD box upgrade if it was available. I don't know maybe we are years away from free HD box replacements for faulty SD boxes!

The interesting thing from my point of view was 2 months from when my mobile phone contract with Virgin Mobile was up they contacted me to offered me a new smart phone and tariff for the same price I was already paying, result! So why does it have to be this guy has to ring and threaten to leave so they can get a HD box, wouldn't it be more proactive for VM to ring up the OP give them an improved offer and lock them into a new contract that's all?

Re: XL Package But NO HD Box
 

The main reason i started this, as we just got a tv with hdmi, and are on the XL package, hence should be able to view the HD channels,

Virgin, as saying 'I' have got to pay for a HD box

So at the mo i pay around £60 per month which is for :-
M=Broadband at 20meg
XL=Tv
XL=Phone with Caller display and Talk any Time

Re: XL Package But NO HD Box
 

Seriously you need to upgrade your services, the big Kahuna bundle is the closest to what you currently pay, the only problem is the phone is Talk Weekend only link here

Re: XL Package But NO HD Box
 

In fairness that's a good price. I have the same package, but no caller display, albeit I have an hd capable box. I'm paying £67.

Re: XL Package But NO HD Box
 

Yes, but you have a Tivo box, and not a plain old HD box, (which they want me to pay for)

I rang BT today,

Phone cheaper,
Broadband cheaper, but only up to 76meg (they have put fiber in our road)
And tv is a bit basic

Next to ring sky i think, and then when i have some "Ammo" i will be speaking to virgin again

Re: XL Package But NO HD Box
 

As has been said several times before, you don't get anything for nothing these days and you are really going about this the wrong way. As both I and others have pointed out you'll get Big Kahuna (inc TiVo) for £60.99 per month and probably about another £10 if you still require XL phone and caller ID.

However (as has also been pointed out) if you ring retentions (option 5 then 3 I believe) and just explain to them that you are happy with your current services and don't want to leave but would like a HD capable box. Also explain you don't really want to pay more than you currently and see what deals they can do for you.

Hopefully they'll then offer you a deal you are happy with. If they don't then you just say 'no thanks' hang up and then weigh up your options. In my experience, retentions have been generally excellent and always given me a great deal and I believe they will do the same for you if you are honest with them.

Good luck :)

Re: XL Package But NO HD Box
 

I think you should go to Sky!

Re: XL Package But NO HD Box
 

Yes, retentions is the best bet. And be polite, don't start ranting as they won't help and will simply say OK go to SKY or BT.

Re: XL Package But NO HD Box
 

To much polite ***** on here, the OP has lost it!

Re: XL Package But NO HD Box
 

I think the point I was making was that I'm paying £7 a month more than you are for it, and if I wanted caller display it'd be nearer a tenner. More to the point I had to pay for it to be installed and activated when I first got it.

Good luck, anyway.

Re: XL Package But NO HD Box
 

Not that many and they will eventually need to replace the box anyway.

The former CEO said that it would be possible for VM to "drop the TiVo software onto the V boxes" :confused: It was also stated that this could not be done for the V+.