Virgin Media viewers will receive a free TV box upgrade, making it easier to find programmes

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

The British telecoms giant has updated two of its boxes with features designed to make finding your favorite shows easier.

Like Netflix, the box now offers many more tailored content suggestions of other shows and movies to watch.

Program tiles now appear in landscape on most screens, including box sets and movies.

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

Descriptions have been added to several settings to help users better understand what they do and how they work.

However, the update is only available for two products:

• Virgo Media TV 360
• Virgin media stream

Anyone with an older box will therefore not see any changes.

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

Complaints

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

Ofcom reported “significant increases” on the latest data from July to September last year, compared to the previous quarter.

The regulator launched an investigation into customer problems canceling contracts and Virgin Media's handling of complaints, which Ofcom said could have led to more complaints.

“The slight increase in complaints compared to the previous quarter shows that providers must continue to focus on improving customer service,” said Ofcom's director of consumer protection, Fergal Farragher.

“We recognize the impact of our research on Virgin Media's complaints figures for this quarter, but are also aware that our research was partly based on complaints that customers had already made about Virgin Media's services.

“We may publish updates on the investigation in our enforcement bulletin as the investigation progresses.”

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

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

In television, Virgin Media received 20 complaints per 100,000, while TalkTalk TV complained the least with just one complaint.

A spokesperson for Virgin Media O2 said: “Our first priority is to provide an excellent service to our customers, and we accept that the increase in complaints in the third quarter has fallen well short of our expectations.

“As Ofcom acknowledges, the increase is largely due to the announcement of the investigation in July, which subsequently generated a higher number of complaints than would normally 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 being fully engaged 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 on the first occasion of contact and make it easier for them to get support when they need it.”

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