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.  

[tech_junkie]

What channels appear when you log into your account? Do the missing channels appear there? What platform are you using? Try using the web version of the TV service and see if they are there. You can always try rebooting your modem as a last resort. Maybe it will force them. 

[guicanuel]

All channels appear. I just cannot click on them to watch them. It says that I need to order these channels.  I can only watch these channels (Not on my wish list: 48-49-50- 115-117-122-130-131-and a few others).  I use a Google Chromecast TV, Goole Chrome on my computer and the app on my Android phone. Rebooted several times the modem.

[tech_junkie]

Awesome, thanks that helps a bit. Do you see the channels you are not getting on your VirginPlus account?

Have you tried the Virgin virtual repair tool?

[guicanuel]

Yes I see them. I just cannot select them.  Error 1006a on my Chromecast TV.  

[guicanuel]

In Google Chrome on my computer, it says go to My account to order this channel...

[tech_junkie]

Ok, log into your account online and see what channels are listed in your subscription. Are they listed there? If the app is telling you to purchase them, more than likely they are not in your subscription. Take a look and let me know what channels you see, give an example of what channel you are trying to tune to and see if its listed in your MyAccount TV channel subscription.

[guicanuel]

In my subscription, i should have these channels: 101-102-103 for example.  I see them in the guide but I get the errors/message when I try to select them...

[tech_junkie]

If the channels are not showing within your TV service of your MyAccount then they are not subscribed. 

[guicanuel]

Ok forget it. You don't understand. I'm awaiting a call within 48 hours by the customer service to resolve this problem bugging me for more than 3 weeks... I'll see then if I have to change service provider.

[tech_junkie]

I understand, I know it can be frustrating.

You are telling me that the channels appear on your guide but tell you to purchase. You didn't indicate what TV package you have and if those 3 channels are a part of your package. 

• 101 - TCBC ICI Tele (french channel)
• 102 - Noovo Montreal (french channel)
• 103 - TVA Montreal (french channel)

[guicanuel]

These channels are included in both French and English package. So I should have them.

[guicanuel · Accepted solution]

Problem solved. Got access to my channels saturday.

[canada]

I have the same issue and have received no resolution. Our tv service was supposed to be activated in conjunction with our internet service on February 6th, but there were issues in the process (on Virgin's end). It is now February 15th, we still do not have all of our channels (basic EN package), we have been told the issue would be resolved numerous times, three call-backs never took place, and two escalations were ignored. 

At this point, what can be done to resolve this? Should we just cancel our service all-together?

[VirginPlusAntgio]

Hey there @canada, 

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