You’re eligible for a box upgrade if you've got Virgin TV with one of our older V+ or VHD set top boxes and Virgin Fibre (at least 50 Mbps speed and no usage limit). We'll have sent you a letter or email if you're eligible. You’ll also need an HD TV as the V6 box connects to your TV using an HDMI cable. If you don’t have an HD TV, we’ll upgrade you to our TiVo box instead which connects to your TV with a SCART cable. Give us a call on 0345 4541111 to do this.

The upgrade is free of charge to eligible customers. There's no new contract and it won't change your monthly cost. You'll only need to pay £40 extra if you choose to have an engineer install your new TV box, instead of installing it yourself, or £5 extra if you want it delivered to your home rather than using Click and Collect, which is free.

We want you to get the best from Virgin TV, so if you don't have an HD TV, we’ll upgrade you to a TiVo box instead which connects to your TV with a SCART cable. Give us a call on 0345 4541111 to do this.

If you're not sure whether your TV is HD, look on the side, back or front for an HDMI socket. If it's a flat screen TV and you bought it in the last 10 years, the chances are it will be HD.

You can only upgrade one of your old TV boxes for free. You'll be swapping your V+ or VHD box (if you've got two boxes that are the same model, you'll get to choose). We'll let you know which scenario applies to you at checkout, and explain how you can identify your boxes if you're not sure which is which.

Sadly, once you've placed your order you won’t be able to change your mind about which box to swap. The box you tell us you want to swap is the one that will be replaced. And if the box you're swapping isn't your main box, we'll tell you how to rearrange the boxes in your house when you install it.

You can't copy your recordings over from your old box to your new one, so if you're swapping a V+ box you'll need to watch your old recordings before you get your new Virgin TV box. But, it's possible that some programmes might still be available to watch On Demand or through Virgin TV Box Sets (if you have Full House TV or above).

Your old TV box will stop working as soon as your new TV box is installed and has been activated. So, make sure you've watched any recordings by then. If you choose to install your new V6 box yourself with QuickStart, your box will be automatically activated 5 days after you collect it, or 5 days after it's delivered – so make sure you've installed it by then.

Please be kind to Mother Earth and take your old kit to a recycling centre (you can find your nearest one here), or you can take it to one of our bigger Virgin Media stores (there’s a list of them here). If your new Virgin TV box is being installed by an engineer, they'll take your old one with them. Remember, once your new box has been activated, your old box will stop working, so there's no benefit in keeping it. As with all our equipment, Virgin Media retains ownership of your new Virgin TV box and you'll need to return it if your Virgin TV and Fibre services end. Head to virginmedia.com/legalstuff for more information.

You can connect your V6 box to any standard TV you like provided it has an HDMI socket, but we think you'll want it hooked up to your main TV so you get the most out of all its awesome features.

It connects to your TV using an HDMI cable, so if your main TV isn't a high definition (HD) TV, or it doesn't have a spare HDMI port, you might have to connect it to another TV in your house. If you're swapping a box that isn't connected to your main TV at the moment, we'll give you instructions on how to connect your V6 box to your main TV and then relocate your other box.

Our V6 box needs to connect to our Hub 2 or Hub 3, but our older broadband Hubs aren't compatible with the V6 box. So, if you need to upgrade your Hub, we'll let you know and send you a new one of these too – free of charge.

If your V6 box and Hub are in the same room and close enough, you can use an Ethernet cable to connect them. If they’re further away you can use WiFi. If Wi-Fi doesn’t work, we suggest you move your Hub closer, or use some extra kit to connect them.

Just so you know, the V6 box has one HDMI port and doesn't have a SCART connection. That means the TV you're connecting it to will need a spare HDMI port.

Our V6 box connects to your TV using an HDMI cable (which we'll send you) but if it's not an HD or 'HD Ready' TV, it won't have an HDMI port and you won't be able to connect them.

Online – just sign in to My Virgin Media. We'll double check that you're eligible and ask you to confirm a few details. If you don't have a My Virgin Media account, you'll need to set one up (you'll find a 'Register' link on the same page). You'll need your account number and area reference, which you can find on your welcome email or any bill. If you've registered but forgotten your username or password, simply follow the links from the Sign In page.  If you don’t have a HDMI port or you have two boxes, you’ll need to give us a call.

QuickStart installation is when you can simply install your new kit for yourself. It's free of charge when you Click & Collect, and we'll give you instructions of exactly how to get everything up and running – we even have handy video guides if you need them.

You can get your hands on your QuickStart pack for free, with Click and Collect from one of 6,000 CollectPlus stores, or have it delivered to your door for £5. Check your delivery date by visiting My Virgin Media. And, on delivery day you’ll receive a text message with your collection code or tracking number.

Yes, we'll show you what dates are available when you order. Bear in mind that a lot of eligible customers may want their TV box upgrade, so the first available date may not be as soon as you’d like and may be up to 30 days away. If we can't give you the date you choose, we'll drop you an email to let you know as soon as possible – so keep an eye on your inbox! 

If you've arranged to Click & Collect your TV box from a CollectPlus store, you’ll have 10 days to pick it up once it arrives. You'll get a text and/or email to let you know when it's ready.

If you’ve chosen home delivery, unfortunately you can't change your delivery date. If you won’t be in on the date chosen, Yodel will either leave your box with one of your neighbours, or leave a card with details of how to reschedule the delivery.

If you have a home delivery booked, our friends at Yodel will deliver your new TV box to your address, between 8am and 9pm on the date you’ve chosen. Make sure you add your mobile number when you order, so Yodel can text you on the delivery day with the information you need to track your order.

If you ask for an engineer to install your new V6 box and need to change the date, just sign in to your My Virgin Media account and select ‘Track Orders’.