Virgin Media customers receive free upgrade for their TV box that makes it easier to find favourite programmes


VIRGIN Media customers may notice something a little different about their TVs today after the company introduced a free upgrade.

The British telecoms giant has refreshed two of its boxes with features designed to make finding your favourite programmes easier.


Improvements only available on two box modelsCredit: Virgin Media O2

Much like Netflix, the box will now offer much more tailored content suggestions of other shows and movies to watch.

Programme tiles now appear in landscape across the majority of screens including boxsets and movies.

Virgin Media has also tweaked the navigation so you can get around more seamlessly.

Descriptions have been added to various settings so users have a better understanding of what they do and how they work.

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However, the update is only available on two products:

  • Virgin Media TV 360
  • Virgin Media Stream

So, anyone with an older box won’t see any changes.

Steam – Virgin Media’s internet-based TV service – has also had its Watchlist feature improved allowing viewers to add catch-up content for the first time.


The changes come as the UK’s watchdog revealed that Virgin Media is currently the most complained-about provider across the broadband, landline and pay-TV.

Ofcom reported “significant rises” from its latest data covering July to September last year, compared to the previous quarter.

The regulator launched an investigation into customers’ difficulties cancelling contracts and how Virgin Media handled complaints, which Ofcom said may have prompted more complaints.

“The slight increase in complaints on the previous quarter shows that providers must continue to focus on improving customer service,” said Fergal Farragher, Ofcom’s Consumer Protection Director.

“We acknowledge the impact of our investigation on Virgin Media’s complaints figures for this quarter, but are also aware that our investigation was in part based on complaints that customers had already made about Virgin Media’s services.

“We may publish updates on the investigation on our Enforcement Bulletin as the investigation progresses.”

Virgin Media’s broadband service received the most heat, attracting 32 complaints per 100,000 subscribers.

Sky came out on top with five complaints per 100,000.

In TV, Virgin Media got 20 complaints per 100,000, whereas the least complained about was TalkTalk TV with only one.

A Virgin Media O2 spokesperson said: “Our number one priority is to provide an excellent service to our customers, and we accept that the rise in complaints in the third quarter falls far short of our expectations.

“As Ofcom acknowledges, the rise is largely due to its investigation announcement in July which subsequently generated a higher number of complaints than would ordinarily be expected. However, it should be noted that overall complaints about Virgin Media and O2 products still represent a very small proportion of our customer base.

“As well as engaging fully with Ofcom’s ongoing investigation, we are investing in every area of our business to give our customers the best possible experience, with a real focus on resolving any issues at the first time of getting in touch and making it easier for them to get support when they need it.”

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