Still no access to my TV channels, 3 and half weeks after

[guicanuel]

Still no access to my TV channels, 3 and half weeks after the installation by technician at my house... Had customer service tell me two times already that someone will look after that and solution would arrive in less than 3 days.  

[MikeMTL19]

I see from previous posts that this is evidently a common issue with Virgin Plus. I have to say I have loved my Virgin services for the past two plus years but this issue and how it’s been handled has me ready to switch providers. 
Long story short. I moved my services (TV and Internet) when I moved from Ottawa to Montreal. Was confirmed Virgin internet and TV was available in my new condo in Montreal. Brought my modem with me from Ottawa as instructed. Got to Montreal in December 2023 and had the technician come to install my services at which point he provided me a new modem as he said he needed to. Internet worked, TV didn’t. He said call Virgin to resolve the issue. I did, they didn’t know why the TV wouldn’t work and said they escalated it. Finally one day mid-December I try to login to launch the TV rather than automatically connect with wifi and the TV suddenly worked but was showing all my previous channels when I lived in Ottawa. I thought that was odd but was just happy to have TV. 
Suddenly in February 2023 I go to watch TV and it says I don’t have an account. I check my bill and it shows I now only have internet so I call Virgin to get this resolved. After 3.5 hours on the phone and 11 different people they tell me they’ve re-added TV to my account and it will be working in 1 hour. Needless to say it wasn’t working after 5 DAYS! Call Virgin again and they say it can take 5-7 days for TV to be activated. It’s now been 8 days and I’m still getting the message that there is no TV associated with my account. I’d rather not spend another half-day of my life on the phone with employees who don’t seem to understand my problem so I’m wondering if anyone here can help me out? 

Otherwise, unfortunately I’m going to have to drop their services altogether.

[VirginPlusKris]

Hey there @MikeMTL19, and welcome to the Community.

We'll be reaching out in a private message to gather more info. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

[MartinTV]

Not a common issue? I've been trying to get CNN to show up on my list for 3 days. After 7 calls ans chats, still no channel. Last I call I got a tech that tried for 45 minutes before he gave up and told me to wait 24 hours and if it doesn't show up, to call again. That was the third time I was told that. I gave up and when I tried to go in My Account to remove it...I get errors that won't allow me to do that. Just read the room before posting gaslighting comments. 

[VirginPlusKris]

Hi there, @MartinTV. Welcome to the Virgin Plus Community, and thanks for your post.

We wanted to check in and see if you were still having issues with your CNN channel - either being able to view it in your listings, or removing it yourself via the My Account profile.

In the case of the former, have you heard back or followed up since your original post? Was a Tech Support rep able to share any further details other than asking you to wait?

In the case of the latter, could you clarify as to what error exactly you're receiving? A screenshot with all sensitive personal info (full name, phone number, account number, etc) removed would be greatly helpful.

Let us know if you were still in need of assistance. Looking forward to hearing back from you.

[LC14]

I’m dealing with the same issue.  Going on 3 weeks now.  Tech blames sales for setting it up wrong, and sales blames tech.  I’ve been on so many calls with virgin and nobody has any clue what’s happening, or apparently has any record of all the previous calls I’ve had with them!  Have to start from square 1 every single time I speak with them.  Ridiculous that virgin hasn’t figured this out when there are posts on this message board in the same issue from 3 years ago!

[VirginPlusAntgio]

Hey there @LC14 ,

Welcome to the Community and thanks for your post. 

This is not a common issue, but no need to worry as we're here to help. 

To have a look into it, we will need some information from you and have sent you a private message. 

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Thanks.

[Looshi]

Seems to me that this actually is a common problem. I don't have access to 6 channels and although my problem only started today I'm worried that it will drag out like it has for all these other people. Transferred to 4 different agents on one call.  Had to repeat my verification info for each one and re-explain the issue. No one was able to resolve it. Am supposed to get a call back tomorrow.  Wish me luck!

[VirginPlusKris]

Good morning, @Looshi. Welcome to the Virgin Plus Community, and thanks for your post.

We wanted to check in and see if you had made any progress with the callback for Nov. 1st you had mentioned. Had a ticket been made for further investigation, or any further action indicated?

Looking forward to hearing back from you. Best wishes.