Forum Discussion

andypat's avatar
andypat
On our wavelength
11 months ago

Account Renewal from January

Good Morning Community

Dec 23 I got the renew early email and renewed - same package (still have email) for a lower price.

In Jan I realized I had channels missing, 2nd Tier redemptions  sorted it out, then rang back a few days later to say it had been inputted wrong and had to do it again.

Since then I have been  overcharged due to missing credits - spoke to redemptions again in Feb who said the first person had done it wrong and said it would be sorted, unfortunately thats not the case , I spoke again last week and received an email saying credits have been added to my account, it could take up to 72 hrs to appear on my account - its 6 days now and no credits on my account. April 9th is my next and 3rd over-payment date!

Can anyone on the Forum Team help at all please

 

 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    11 months ago

    But are you on the same package?
    If there were any legacy items at renewal, these cannot be retained.
    For example Maxit TV has now been replaced with Mega TV & no longer includes the TNT Sports channels as standard. They must be subscribed to separately as a premium pack add-on for additional cost. (This is not Virgin’s decision, & is the result of change of ownership of the channels).

  • andypat's avatar
    andypat
    On our wavelength
    11 months ago

    You are correct, - my email offer subject line says "Happy with your current package? Renew today"

    Also 

     I understand your point but I was offered the same a month before my contract ended - thats where I am at.

    They shouldn't offer the same if they cant provide it, Virgin sent me the email - I didn't enquire about it

    • David_Bn's avatar
      David_Bn
      Forum Team
      11 months ago

      Thanks for reaching out to us andypat, and welcome back to our Community Forums.

      Sorry to hear of the issue with the missing channels on the package.

      Can you please confirm what channels were missing from the package?

      Are these channels now on the service for you, but it's then a simple case of these re-addition of the channels then needing to be credited back to you?

      Thanks

      David_Bn

      • andypat's avatar
        andypat
        On our wavelength
        11 months ago

        My channels have been correct since the  January correction but I have been overcharged since then including my upcoming payment in April