Forum Discussion

--kyezer--'s avatar
--kyezer--
On our wavelength
12 months ago

Broadband upgrade has changed TV package

I signed up to a contract in Jan 2023, which has 18 months to run; 350MB plus Maxit TV and phone line etc.  On Friday afternoon I get a text from Virgin offering me the change to upgrade my Broadband from 350MB to 500MB for an extra £4 a month (no changes to anything else).  I have been having issues with wifi speed etc so thought this would be worth trying.  I sign up via the link that was sent and then shortly after on 2 Feb get an email from the WebTeam at Virgin confirming the upgrade to the Broadband.  All good.....or so you would think.

Sunday evening I notice that a bunch of channels are now not available on the guide.  So I go on my emails and see the pre-contract information sent through that day.  It shows the 500MB broadband, the total price is correct but somehow they have changed my TV service from Maxit to Mixit; yes they have actually reduced my TV package.  Maxit had c.190, Mixit is about 110.

Now 1) I never asked for that, 2) it wasn't mentioned in the broadband upgrade and 3) wasn't mentioned in the email confirmation I received on 2 Feb.

I queried this with Virgin via their chat function - started at 3pm today.  It is now 7.18pm and having been passed to various different people in various different teams nobody can explain why my TV service has been changed. Some have said I need to take out a new contract at a higher cost, some have said Maxit is no longer available. Which is plainly false as I have a contract for it from Jan23 to Jul24.  I have even uploaded copies of the emails etc I have received.  I am still none the wiser and now have a second day with a lesser TV service than I am paying for.  

I really do wonder how on earth such a simple thing could be mixed up.  At this rate I think the only option is to tell them to cancel the incorrect contract they issued yesterday, go back to my 350mb service and live with slow wifi (I don't have the energy to argue for wifi pods at the moment).  

I know (from experience) their service is iffy but this reaches new heights.........any suggestions?

cancellation
contract
terms
  • Hosay299's avatar
    Hosay299
    Fibre optic
    12 months ago

    hi the wifi pods can be easy got do u have a volt on ur plan ??

    there is also other extenders u could try from amazon 

     

    • --kyezer--'s avatar
      --kyezer--
      On our wavelength
      12 months ago

      Yeah got Volt.  Every time I do a scan with the VM Connect app it says 'good' but in reality the signal is poor in areas I know this because we all have issues with lagging on games and Zoom calls/Teams etc so never says I am eligible for pods

    • --kyezer--'s avatar
      --kyezer--
      On our wavelength
      12 months ago

      Sorry, meant to add - don't want to buy an extender for a service that should be provided by Virgin.  I know extenders can be bought cheaply but the cost of Virgin isn't cheap

      • Hosay299's avatar
        Hosay299
        Fibre optic
        12 months ago

        Ok i did ask but then found the option on my account appears after a while so i would do some more test in different area of ur place where u would use the deivces as i even did one in the shed by the house and the garge also garden room 

        i would do the above then see what the staff on here say i would if u want to try again with chat but u could try whatsapp as then u can go about ur day inbeween

         

        what is the issue u are getting in more detail please 

         

        i am just about to full turn on my free pod so will let u know how i get on

  • --kyezer--'s avatar
    --kyezer--
    On our wavelength
    12 months ago

    8pm - the cut off time for chat with Virgin - and this is the last message.  "Thanks for all that information, as per checking here on my end just wait for 15 to 17 working days for the activation process, but no worries I will take note on this for you, our back-office team will be the one to activate your new contract since you ordered this 2nd of February 2024."  No idea what it is supposed to mean.  I'll get a good nights sleep, have a hearty breakfast in the morning and prepare for battle tomorrow - I think cancelling the spurious incorrect contract is the only way to go..

  • Hosay299's avatar
    Hosay299
    Fibre optic
    12 months ago

    keep using the connect app for the test as that is what i did we have been with vm not that long and now have tv side 

    find them better than noral isp as was with talktalk/

     

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

    Maxit TV is now a legacy package, so any change to your package will replace it. However, the equivalent package is Mega TV, not Mixit TV. The only difference with Mega TV is the TNT Sports channels are no longer included.

    • --kyezer--'s avatar
      --kyezer--
      On our wavelength
      12 months ago

      Thanks. Maxit may be legacy but I still had 6 months of my contract to go on it so I don't see how Virgin can remove it, that's breaking the contract. All I did was sign up for broadband upgrade yet they downgraded the TV element, when no TV changes were part of the broadband upgrade. It makes no sense why they did that.

      • nodrogd's avatar
        nodrogd
        Very Insightful Person
        12 months ago
        --kyezer-- wrote:

        Thanks. Maxit may be legacy but I still had 6 months of my contract to go on it so I don't see how Virgin can remove it, that's breaking the contract. All I did was sign up for broadband upgrade yet they downgraded the TV element, when no TV changes were part of the broadband upgrade. It makes no sense why they did that.

        You can keep legacy items until there is a change in your package. ANY change to your package will result in legacy items being replaced, as they are effectively no longer sold. It is stated in Virgin's Terms & Conditions of service, & is not a breach of contract.

  • Steven_L's avatar
    Steven_L
    Forum Team
    12 months ago

    Hey --kyezer--,

    Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your new package at the moment. 

    I have looked into this and the team have stated on your account notes that a new package has been created with the two parts of the package that you wanted 500MB and Mega TV, which is in place of MaxitTV, which can no longer be added to your account as a new package, you had it on your account as part of your package previously as it was the contracted package that you had but once your deal came to an end or as in this case took out a new package, you would no longer be able to take that package anymore. The new package can take up to 15 days to be added to your account but hopefully this can be done sooner for you. 

    Kind Regards,

    Steven_L

    • --kyezer--'s avatar
      --kyezer--
      On our wavelength
      12 months ago

      Thank you Steven_L.  I don't understand why a new 'package' had to be created though.  On Friday the text message offer was for broadband to go from 350M to 500M for £4 a month.  There is no reference whatsoever to changing any other part of the contract I signed in January 2023.  That is how I don't see why the TV was altered - I never asked for it and it was never mentioned in any small print.  Effectively by changing my TV without my consent is a breach of the contract I had (which ran to Jul24). I am now without the channels I am paying for on the basis of a contract that was incorrectly issued/amended on 4 Feb.  I am still not totally sure what I am going to end up with either - I do appreciate you have tried to explain.  

      • Steven_L's avatar
        Steven_L
        Forum Team
        12 months ago

        Thanks for coming back to us --kyezer--, you should have been advised about the TV package change but this was also on the new contract that you agreed to showing as Mixit TV but this should also have been explained to you that it was being changed. I can look further into this via private message, if you'd like to do so, please let me know.

        Kind Regards,

        Steven_L

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      12 months ago

      Jus a courtesy reminder to the VM forum team that GDPR requirements are still a thing and it isn't really okay legally to respond on the public forum with things like "the team have stated on your account notes that..." 

      • --kyezer--'s avatar
        --kyezer--
        On our wavelength
        12 months ago

        Don't worry, I'm not about to go running to the ICO. Its not as if any information shared here can personally identify me so it's all cool ❤️

  • --kyezer--'s avatar
    --kyezer--
    On our wavelength
    12 months ago

    Quick update on this - all amicably resolved in the end with the much appreciated assistance from Steven_L at Virgin. Definitely a good end to the week.

    • Steven_L's avatar
      Steven_L
      Forum Team
      12 months ago

      You're very welcome --kyezer--, glad that I could help to get this resolved for you 👍

      Kind Regards,

      Steven_L