Virgin Media has recently made a major change for new TV customers – one that will affect how they watch television.
A couple of months ago, the company quietly switched to making its Stream box the default option for all new TV bundles, relegating its once-flagship TV 360 system to a “by request only” basis.
It’s a similar move to Sky, which has been pushing its streaming box – Sky Stream – over Sky Q as its main TV option.
The change means new subscribers now get a streaming-only device that can’t record programmes or fast-forward through adverts – features that many households still rely on.
Virgin Media’s Streaming Journey
Back in April 2022, Virgin Media launched the Stream box as their answer to Sky’s new broadband-based TV offerings. The idea was straightforward: deliver television over your internet connection rather than through traditional cable infrastructure.
Initially, the Stream box was positioned as a more flexible alternative to Virgin Media’s main TV 360 platform.
You got a compact streaming device that provided access to (some) Freeview channels (delivered over broadband), popular streaming apps, and the option to add premium packages on flexible 30-day contracts.
The big selling point was that there were no ongoing monthly fees for basic Freeview access – you just paid a one-time activation fee.
The Stream box was also completely separate from TV 360. When it first launched, the two systems were incompatible – you had to choose one or the other, but couldn’t mix them.
The Stream box was primarily aimed at new customers looking for a simpler, more flexible TV solution.
In October 2024, Virgin Media introduced “Flex” as a new plan type – essentially a flexible 30-day rolling TV bundle that came with the Stream box.
At the same time, they started charging new customers £5 per month for the basic service that had previously been free. The device itself remained the Stream box, but Flex became the plan structure that went with it.
What started as a niche alternative has gradually become Virgin Media’s go-to TV solution.
The Big Switch
This change became official a couple of months ago: new customers signing up for Virgin Media TV services today automatically receive a Stream box rather than the TV 360 system that was previously the company’s flagship offering – regardless of which TV plan they choose.
The shift didn’t happen overnight. Back in March, Virgin Media began replacing TV 360 Mini boxes with Stream boxes for multi-room setups.
Instead of getting traditional cable-connected Mini boxes for additional rooms, TV 360 customers started receiving Stream boxes that work over broadband (though, ironically, Flex subscribers can’t get additional boxes for multi-room, at this stage).
The logic was sound from Virgin Media’s perspective – Stream boxes could be self-installed, didn’t require engineer visits, and allowed up to six boxes per household compared to the previous limitations.
But it also marked the beginning of the Stream box’s transition from secondary option to primary hardware choice. Then, a couple of months ago, Virgin Media took the final step – making Stream boxes the default hardware for all new TV customers.
For new customers today, this means that the TV experience has undergone a fundamental change.
Where you once would have automatically received a TV 360 box with full recording capabilities and traditional cable TV features, you now get a streaming-focused device by default.
This shift is happening alongside Virgin Media’s broader push to modernise their hardware lineup.
In July, the company began forcing customers with original TiVo boxes (launched in 2011) to upgrade to TV 360 systems after BBC iPlayer support ended on the legacy devices.
What You’re Getting (And What You’re Not)
The Stream box offers access to Freeview channels delivered over your broadband connection, popular streaming apps like Netflix and Disney+, and the ability to add premium content packages. It’s compact, easy to install, and works purely over your internet connection.
But there’s a major limitation – the Stream box doesn’t record anything.
Unlike the TV 360, which comes with substantial recording capabilities and can capture multiple programmes simultaneously, the Stream box is purely for live viewing and on-demand content.
This means you can’t record programmes to watch later, and you can’t fast-forward through adverts unless you’re watching something that’s already available on-demand.
For many viewers, the ability to skip adverts by recording programmes and watching them later is one of the most valuable features of modern TV boxes.
The Stream box also doesn’t provide access to all Freeview channels – you get the main broadcasters and a selection of additional channels, but it’s not the complete Freeview lineup that you’d receive with a traditional aerial or the TV 360 system.
On-demand content is available through various apps and catch-up services (along with Virgin Media’s native VOD system), but you’re reliant on broadcasters making programmes available rather than being able to create your own library of recorded content.
For households that have grown accustomed to recording programmes, building up libraries of content, and watching TV on their own schedule, the switch to a Stream box represents a big change in functionality.
Can You Still Get TV 360?
The good news is that TV 360 hasn’t disappeared entirely.
A Virgin Media spokesperson told Cord Busters that customers can still get the TV 360 box: “Customers who would prefer Virgin TV 360 can request it; however, the cost and installation fees will differ from Stream.”
The company maintains that “Virgin TV 360 remains an important part of our current TV Product Portfolio; however, the vast majority of new subscribers receive the Stream box as this is our newest offering, now included as standard with our TV bundles.”
In practice, some customers have reported paying around £50 for TV 360 installation, though this may vary depending on your specific contract and negotiation skills.
The key point is that you need to specifically ask for TV 360 – it’s no longer the default option that Virgin Media will offer you.
Furthermore, in some areas (specifically Full Fibre (FTTP/XGS-PON) Virgin Media areas), TV 360 is not available at all, and Stream is the only option.
In any case, most new customers typically accept whatever Virgin Media offers, which means they’re getting the Stream box without necessarily understanding the differences compared to the TV 360 box.
The Contract Choices
Virgin Media’s current TV offerings are now split into two main categories.
There’s Flex, which operates on a rolling 30-day contract, and traditional TV bundles that tie you into 24-month agreements. Both now come with the Stream box as standard.
Flex is Virgin Media’s flexible plan option, available as a rolling 30-day contract with any Virgin Media broadband package.
Customers can add and remove subscriptions like Netflix, Disney+, Sky Sports and more, getting 10% credit back on each subscription. The appeal is obvious – you can change your mind about premium channels without being locked into lengthy contracts.
The traditional TV and broadband bundles offer what Virgin Media considers the “best value” over 24 months, but they lock you into longer commitments.
According to Virgin Media, if your chosen TV package no longer suits you during the contract period, you can “request to change it and we’ll look to find a package that works for you.”
The reality is a bit more complicated. While Virgin Media states that customers can request changes to their TV packages during a 24-month contract, this typically involves calling their customer service team – a process that is not always a smooth experience.
Also, in some cases, requesting changes can trigger a contract renewal, effectively resetting your 24-month commitment.
Flex, on the other hand, offers genuine flexibility – you can add and remove channels and services easily without lengthy phone calls.
But Flex customers are limited to just one Stream box (for now), while those on traditional TV bundles can have multiple boxes for different rooms.
Why Virgin Media Made This Move
From Virgin Media’s perspective, this shift makes perfect sense. Stream boxes are cheaper to manufacture and ship than TV 360 systems. They can be self-installed, eliminating the need for engineer visits that cost the company money.
Following Sky’s lead towards streaming-first television also positions Virgin Media competitively. Sky has been aggressively promoting Sky Stream over Sky Q, and Virgin Media clearly doesn’t want to be left behind offering only traditional cable TV solutions.
There’s also the cost consideration for customers. While the lack of recording functionality might be frustrating, many households are increasingly comfortable with on-demand viewing through various streaming services and catch-up players.
If you’re considering Virgin Media TV, it’s worth thinking carefully about how you actually watch television.
If you’re someone who regularly records programmes, builds up libraries of content, or prefers to skip through adverts, you should specifically request the TV 360 system and be prepared to pay extra for installation.
On the other hand, if you primarily watch live TV or rely on streaming services and catch-up players for most of your viewing, the Stream box might be perfectly adequate.
The lower monthly costs and easier installation could make it an attractive option, and, let’s face it – like it or not, streaming boxes are now the path forward, and will likely become the sole option in a few years.
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I recently had my TiVo box replaced with a 360 box and Hub 5 router. All is well but I have an issue with the new Virgin TV Go app and wondered if anyone can shed any light.
With my old Virgin TV app (Virgin Control) I could easily record or delete programmes instantly, even though my TiVo box was on Standby. However, with the new app it keeps saying “Action not yet complete… Virgin TV is in sleep mode. Please check back later.
This doesn’t appear to be a fault, but more of a settings or design issue.
I have TV360 and a mini box, and then added the Stream (Flex) box as a 3rd device. Works really well and a nice touch is the stream device allow me to play the recordings on the TV360 box. It works for me.
The Flex box cost £35 setup fee and an additional £5 pm for the extra stream box until my contract end in Jan 26. Ill then see about removing the mini box in favour of a stream box, and still have access to the recording box
I have TWO TiVo boxes! 😊
I have received an email from Virgin telling me I should upgrade to TV360 but I haven’t proceeded because I have over 1.5 boxes worth of recordings (over 3TB I believe!) and these would be lost upon “upgrade”! At least I have the TV360 option, but without the ability to keep my existing recordings I’m not sure I’ll ever voluntarily take it.
there getting rid of tivo so you would lose all your recordings you would have to find someone that can remove them and put them on a hard drive
We got a 360 box in May as VM had been sending emails to persuade me to switch. More importantly, it lowered my subscription price for the next 18 months! They said I should watch all my recordings before changing over which I didn’t think would be a problem. I ordered the 360 but it arrived while we were on holiday and on our return, I found my old TiVo was effectively “bricked” with just a few radio channels left. I had read, (“somewhere”), that VM don’t really want TiVo boxes back as they’re obsolete, but also that once they’ve been disconnected, the hard drive won’t work. I had tried mine before disconnecting it from the cable feed and sure enough, it was not showing my recordings. I put the box in the garage and left it for 6 weeks. Out of curiosity, I took out the viewing card, (the 360 box doesn’t use them), and booted it up. Although the operation was a bit clunky, to my surprise, all my recorded programmes showed up! We’ve just had a week away in our caravan and have been slowly working our way through all the stuff we’d recorded over the past year or so and hadn’t got around to watching
For most people being able to record is a must !
Agreed. Even if it’s an age old reason. In work, something you want to watch is on. Record and watch later. Okay, you can do this On Demand, personally I *hate* having to sit through adverts when I’ve already paid for the TV service (through VM and TV licence). I know the TV licence only covers BBC, but the comment stands!
the tv licence covers all live tv bbc. itv. ch4. 5. blaze. u. but if you watch all these on there apps no licence is needed and no recorder is needed but of cause you get adverts
Virgin mis sold me my package. While waiting installation I cancelled Sky package . I was told I could record on the Virgin package I was getting. When it was installed I asked the technician how to record but he told me it was impossible as the cables in my street only support the new streaming type of tv. I contacted Virgin who agreed I was sold the wrong package and they would take it back. I contacted Sky to go back to them but they told me I would have to go onto a different deal and it would mean an increase of £62 month. I could not afford this so I contacted Virgin again and after speaking to nine different people many of which were extremely hard to understand I was given £100 refund but I am stuck with a package I did not order or want and nowhere else to go. Virgin are an absolute joke as a company with badly trained ,dis organised staff whose understanding and communication in English is deplorable.Don’t go near them.
get Amazon fire device you can get all the apps on them even now which is sky
I could leave recording in the past if there was a decent recommendation engine for programs I’m interested in, so I don’t miss them across all the streaming platforms, but they’re just isn’t
So how do you find programmes to record?
The Stream box is dreadful as you need extra boxes for each TV. I got it then dropped it for this reason.
You needed boxes for other tv’s with any company anyway so what’s the point with this comment?
My family are shift workers. The recording facility is essential for them. This new streaming lark is solely for Virgin Medias benefit.
I will change to Sky if the recording option is no longer there.
Sky is pushing the same thing so a mute point. You can still request a normal recoding box but eventually all providers are doing the same thing, it’s already in the works so may as well get used to it sooner rather than later
We only just upgraded from our old Virgin TiVo box a few weeks ago so I’m glad we can still record and fast-forward through ads just as before. No doubt “somebody” in due course will come up with an intermediary box that will record streaming shows from these new devices and then allow later playback.
I’m a new subscriber to virginmedea and I have been happy with the service I’ve been using and think it was pretty much the best move I have made.
Wait till your contract ends and they want double what you pay now to continue.
Same as any provider so a mute point really. But ive also heard that soon they will be bringing into play a call/email customer towards the end of their contract to see if they want to stay with virgin another 12 month on the same tariff. I think that’s coming into play end of this month
Just found out about this as my phone suggested it. Thank goodness. I have a 360 and won’t be upgrading due to the iplayer thing as I just ensure I record it. But to only get a live streaming box that can’t record is moronic. I have a PVR and DVD recorder tied in to the 360 so can save stuff forever. I’ll keep it till I or it dies.
So I now live in a place where I cannot get a TV Ariel. All I can get is streaming TV channels.
I hate it.
Because I never watch live TV I miss promos for programming I might like. I keep missing great TV and yes I can get it on catch up, but not if I don’t know about it!
The box I have is android based, and the manufacturer sees fit to not update, so I guess even though it is fully functional now, it’s a matter of time before apps stop working and I have to buy new, just because…
Progress……
Ah the never ending tech drive to less functionality isn’t it wonderful. Just what all their customers would vote for I’m sure but what do they matter.
I had a 360 box and I despise adverts so I record and watch back skipping the ads, now I have moved and have been put on a flex plan without them asking me and now I’m stuck with it. It’s slow, riddled with errors and I obviously have to sit through adverts now. I am definitely not renewing when my contract is up next year. The internet speed is 1GB and is consistent and reliable so I’m happy with that. But not being able to record programs feels like a step back to me. Not a step forward in the right direction.
I have this stream box and been on it for 12 months+ now. Just waiting for the 18 months to expire so I can change. It is very poor. It buffers a lot and sometimes needs a full reboot. I still have an outstanding technical issue with their support that seems to have been put in the “too difficult” pot. The stream box output is not uniform on the audio output. My surround system is full 4K compliant and worked with my old SkyQ perfectly, but the stream box output almost seems to have old technology and can’t pass a full signal for 5.1 surround on all channels. Typical that Sky Sports are some of the channels affected. I have had a technician out who agrees. He reported back, but admitted he didn’t know if a solution was available. So no point me having an expensive surround system when I can used it properly.
Sounds like either an issue with your wifi or with the box itself. You may just need a stream box replacement. Keep on at them because if you’re not getting the service you’re paying for then you can get out of your contract without early termination payment like every other complany
The stream box has already been replaced and the same issue persists. I thought about cancelling under the guise of not getting the service I paid for, but I’m seriously rethinking the whole thing. The firestick works perfectly well straight into the AV amp so all the apps run on that. So as we just don’t seem to watch terrestrial TV much these days, we may well just ditch the likes of Virgin, sky, etc.
Recording is a huge part of how I watch TV.. I had Virgin installed literally today.. When I found out I couldn’t I was going to cancel there and then.. A very helpful engineer made a call to a manager and I now have the TV360 box capability… Thank you to Zac
Recording is vital to my viewing pleasure and I watch a lot of TV,it’s the best thing that ever happened to TV,I never watch adverts and save atleast a hour a day,I’m glad you can still get the 360 box,I would buy one and put it away as they do break down,I hope I get a Zac when I need help
Hi Nigel
Are you on full fibre in your area ?
I’m thinking of switching back to virgin now they have cabled our area but it is full fibre with the really fast speeds
I saw that you can request a 360 box still which I would do but have just read you can’t have it if on full fibre