Forum Discussion

albatross99's avatar
albatross99
Tuning in
7 months ago

Confirmed renewal of same package with TNT - but has been removed anyway?

Renewed my package contract this week, previously called Maxit + 1gig fibre broadband.

When I was looking online beforehand I wanted to be crystal clear that if I followed steps to renew, the same service would continue, including TNT sports. Renewal has gone through and I received a very confused email which states "Your new package now includes TV: TNT Sports" and on the next line it says "We've removed: TNT Sports"..... ðŸ¤£

I didn't want TNT sports removing and I had made a point of calling to ensure if I renewed that it wouldn't be... I double checked the renewal page online came up showing TNT Sports was included so I went ahead and renewed online - but TNT has been removed anyway. Please can someone contact me about adding back the thing I confirmed I was paying for? Thanks

 

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

    Maxit TV is a legacy TV package now, & any change in contract will move you to the latest equivalent (Mega TV). VM is no longer allowed to bundle the ex-BT Sports channels with any others under the new agreement with TNT, so these must be subscribed to separately in the same way the Sky Sports channels are.

  • Megan_L's avatar
    Megan_L
    Forum Team
    7 months ago

    Hi Albatross99,

    Thanks for your post, and welcome back to our Community Forums. 

    Sorry to hear about this mix up, do you have a screenshot of the package deal where it states TNT Sports was included? 

    Thanks,

    Meg

  • albatross99's avatar
    albatross99
    Tuning in
    7 months ago

    Screenshot from email virgin media sent me at 18:15 on 9th July 2024. I don't have additional screen shot from the renewal page online when it came up but I was on the phone to Virgin media at the time (approx 11am on 9th July) - if you find the recording of the call, you will hear me ask explicitly if TNT is included - person on your end assures me that it is. Then I say out loud "oh yes it's come up on the renewal page" when I saw it on screen, we ended the call and I finished renewal online. 

     

     

  • albatross99's avatar
    albatross99
    Tuning in
    7 months ago

    Also - just checked my account page - I've renewed but it still shows as Maxit with TNT included

    • nodrogd's avatar
      nodrogd
      Very Insightful Person
      6 months ago
      albatross99 wrote:

      Also - just checked my account page - I've renewed but it still shows as Maxit with TNT included

      I believe the account page shows what is relevant to the current billing cycle. When it reaches your billing date it will change to reflect any package change.

  • albatross99's avatar
    albatross99
    Tuning in
    5 months ago

    I’ve been sent round the houses as the DMs couldn’t pass my security check even though I was giving billing dates and amounts specified on emails sent from virgin media…. Then when I speak to customer service they have no visibility of the previous issues and what I’ve been offered over DM. I’ve replied in DM but no one getting back to me there either. Please can someone contact me and sort this out? 

  • albatross99's avatar
    albatross99
    Tuning in
    5 months ago

    Been on hold for 2 hours again today trying to get it added and still not possible. On Service DMs in JULY you have acknowledged that I should have TNT added back onto my TV boxes but still haven't - and cant speak to anyone who can do it without charging me - this is insane

    • Molly_T's avatar
      Molly_T
      Forum Team
      5 months ago

      Thank you for returning to keep the public thread updated albatross99 👋

      I can see you are in a PM thread already with my colleague who will continue to offer support as soon as they are available. 

      Thank you for your continued patience in the meantime! 🌞

      Hope we can help get things sorted for you. 🤞