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langs57's avatar
langs57
Joining in
10 months ago

Charged for Sky sports that I did not request

My Virgin media bill this month is 80% higher than normal. When I checked it I noticed that Sky sports had been added a month previously. I did not request or want Sky sports and have no real interest in watching sport.

I spoke to a very helpful lady who removed Sky sports and reset my package to what it was originally. I asked how it had been added and was told that it had been requested from my device. I live with my wife and neither of us watch sport. I asked how  this was done and she told me that it could happen if a Sky sports channel was chosen on the guide. If this did happen then it would have been purely accidental I told her to check and she would see that none of the sports channels had been watched , she said that this wasn't possible .

Is it true that this can happen ?

Can a new package be added by accidently selecting a greyed out channel not included in my package - I wouldn't expect so.

Surely there would have been some kind of prompt ? eg.

' do you require this package to be added to your current one ? or ' You have selected an extra service do you wish to continue ' ?

I received no E mail to say that I had changed my package .

I am told that they will not reimburse the amount I have been charged ( £62.44 ) for one months use of Sky sports.

This all seems totally wrong and is a shabby way to treat a long standing customer. I am out of pocket by a large sum of money through no fault of my own.

😡

4 Replies

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  • japitts's avatar
    japitts
    Very Insightful Person
    10 months ago
    langs57 wrote:

    I asked how  this was done and she told me that it could happen if a Sky sports channel was chosen on the guide.

    This certainly isn't possible on a TiVo or V6, I have no experience of a TV360 but would imagine it's the same.

    You can add channels by using the specific menu option, but selecting an unsubscribed channel just generates a popup with a prompt to call CS - it doesn't even take you down the "enter your PIN to add this channel" route.

  • roy247's avatar
    roy247
    Hero
    10 months ago

    If you highlight a program on a greyed out channel it does say "Press OK to subscribe to this channel", I don't know if you immediately get subscribed (and not going to press OK to find out) but it's enough to put me off. I would have thought you would at least have to put a pin number in or a message saying "you need to call to make changes to your package or account" which I have seen somewhere.

     

  • daveydear's avatar
    daveydear
    Up to speed
    10 months ago

    I remember buying Sky sports from the tv guide, absolutely no need to call CS. I don't remember needing a PIN either but it was a while ago, It was a completely different story when I wanted to cancel, calling was the only option, also  I only needed 1 month but was told it was I would have to pay for two, I can't remember if it was 2 month minimum or 30 days notice. Everything is stacked in their favour. I am so glad to be leaving VM , I'm counting the days , good riddance

    Also I have just looked and TNT sports has now been removed, I read about this recently and sure enough it's gone.

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    10 months ago

    Hi Langs57 👋Welcome back to the community! Thanks for posting. So sorry to hear these concerns about your Billing and Sky sports. 

    From your initial post it sounds like we offered support in removing the unwanted channels via another contact platform, and that these have now been removed for you. 

    Just to clear things up, you can add some additional channels, and pay-per-view content directly via your TV Box (such as Sky Sports, TNT, Live sporting events & Films). If it's a subscription service, it takes 30 days to remove this content from your billing, and you need to contact us directly do this. (Either via phone, text, webchat or social Media). 

    Nonetheless, sorry to hear about your experience with us as a result of what happened. We would like to help investigate and offer support in getting this resolved for you. On this basis I will send you a PM to confirm a few account details and then can take a closer look. We can also then raise a complaint with your feedback and discuss what further you are looking for as a resolution. 

    You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞