HD : XL Package But NO HD Box

Originally Posted by Mad Max

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

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 ----------

Originally Posted by nodrogd

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..

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

[jb66]

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.

[martkt10]

Originally Posted by jb66

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.

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 ?

[jb66]

Originally Posted by martkt10

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 ?

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.

[richard s]

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.

[martkt10]

Originally Posted by richard s

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.

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

[Superblade7]

Originally Posted by martkt10

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

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).

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!

[daveeb]

Originally Posted by martkt10

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 ?

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).

[Superblade7]

Originally Posted by mhatter67

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!

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.

Originally Posted by Superblade7

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.

Agree completely!

[MalteseFalcon]

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.

Originally Posted by MarkC1984

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.

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!

[OLD BOY]

Originally Posted by mhatter67

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!

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.

[martkt10]

Originally Posted by OLD BOY

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.

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