Forum Discussion

Daynig's avatar
Daynig
On our wavelength
21 days ago
Solved

Can't get TNT sports

I asked for TNT Sports to be added to my package on Tuesday (14/10).

I received confirmation by chat and the next day got a new contract (pdf) with it showing. I also got a confirmation email.

The trouble is, it's still greyed out on my TV listing and also not accessible vi Virgin TV Go.

On the TV, I get the error TS2/1/10-0-100164/302/400.

I have disconnected and reconnected my streaming 'puck' with no joy.

I've tried going via chat on the app, but I can't get anywhere near a problem like mine and can't seem to get to connect to a real person.

Can anyone help please?

Nigel

  • Daynig's avatar
    Daynig
    20 days ago

    I've just found out that TNT Sports is scheduled to be added to my package in mid-November - despite me asking for it immediately (or possibly a day or two after my request a week ago).

    So it looks as though that error means something like "the package is in the pipeline but you can't access it yet"

    If I was able to manage my own package configuration I wouldn't have these problems...

    Luckily I'm moving to a property without Virgin access in a couple of months and I'll be able to ditch it all (after proving I'm at a new address that can't get Virgin of course).

    I don't want to go back to Sky but I don't remember them being quite this bad.

15 Replies

  • Daynig's avatar
    Daynig
    On our wavelength
    21 days ago

    I got TNT sports added to my package (and SKY sports removed) on Tuesday (19/10) via an App chat. (In another thread I've tried for a LOOOng time to get my on-line/App access to change my package myself but with no luck).

    I received confirmation by email and also with a new contract copy on pdf on Wednesday morning - with TNT sports listed.

    When I look at the channel list, TNT sports is still greyed out and I get the option to upgrade if I select one of the TNT channels.

    If I DO follow the upgrade/select option, I get a screen that indicates an error (TS2/1/10-0-100164/302/400. Unplugging my streaming 'puck' and reconnecting it has no effect. If I try accessing TNT sports through Virgin TV Go, it's not available and I get the same option to upgrade.

    Somehow it doesn't seem to have actually made it onto my account as a selectable option.

    Every option I take when going via chat on the App gets me nowhere near asking about this particular problem. Very frustrating!

    Can anyone (at Virgin) help please?

    Thanks in advance,

    Nigel

    • Daynig's avatar
      Daynig
      On our wavelength
      20 days ago

      I've just found out that TNT Sports is scheduled to be added to my package in mid-November - despite me asking for it immediately (or possibly a day or two after my request a week ago).

      So it looks as though that error means something like "the package is in the pipeline but you can't access it yet"

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      20 days ago

      AFAIK, any package changes that are not done directly by phone, go to the "back office" team.  They do the changes and apparently this can take up to 14 days.

      • Daynig's avatar
        Daynig
        On our wavelength
        13 days ago

        Or 1 month as I've found out. Ridiculous!

  • Richardr1's avatar
    Richardr1
    Fibre optic
    21 days ago

    Which TV package are you on, e.g. Mega TV, Flex or an older package?

  • Daynig's avatar
    Daynig
    On our wavelength
    21 days ago

    I thought it was Flex (and I'm sure that showed in my control panel once) but now all I see is Mega.

    • Richardr1's avatar
      Richardr1
      Fibre optic
      21 days ago

      Can you see your previous contract [i.e. before you tried to make this change]? This will be on a recent bill if you haven't still got the contract. Have they changed your contract from Flex to Mega TV, has it got a new contract length, and is it the same price excluding TNT Sports?

      • Daynig's avatar
        Daynig
        On our wavelength
        21 days ago

        Hmm, it's my imagination I think. The original contract (in May) says Mega.

  • Daynig's avatar
    Daynig
    On our wavelength
    21 days ago

    So much for me watchi9ng the rugby this afternoon then...

  • Daynig's avatar
    Daynig
    On our wavelength
    21 days ago

    I had TNT sports originally and swapped it out for Sky sports. Now I've just switched back. Should be easy and straightforward - but this Virgin I guess... 😒

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      21 days ago

      Thanks for reaching out to us Daynig, and we're sorry to hear of the TNT Sports content not being available on your services, despite the recent order.

      Can you please confirm if you have attempted to perform any reboots on the Flex service to see if this can generate access to the content?

      Thanks,

      David_Bn

      • Daynig's avatar
        Daynig
        On our wavelength
        21 days ago

        Hi and thanks.

        Yes, I've rebooted the Flex unit.

  • japitts's avatar
    japitts
    Very Insightful Person
    21 days ago

    I wouldn't be at all surprised if this change means a complete re-package of your TV bundle - especially if you're getting any discounts on the standard price.

    Re-packages done by phone are usually active immediately and before you even terminate the call - it's only the online & webform-based changes that take the additional time.

  • Daynig's avatar
    Daynig
    On our wavelength
    20 days ago

    I've just found out that TNT Sports is scheduled to be added to my package in mid-November - despite me asking for it immediately (or possibly a day or two after my request a week ago).

    So it looks as though that error means something like "the package is in the pipeline but you can't access it yet"

    If I was able to manage my own package configuration I wouldn't have these problems...

    Luckily I'm moving to a property without Virgin access in a couple of months and I'll be able to ditch it all (after proving I'm at a new address that can't get Virgin of course).

    I don't want to go back to Sky but I don't remember them being quite this bad.