Forum Discussion

NCW1's avatar
NCW1
Joining in
6 months ago

Contract renewal. TNT Sports, Netflix and other services removed

Can somebody help me with a query about contract renewals please? 

My contract is up and I have an offer on the My Virgin Media website. The offer says I won't lose anything at all, but I have just received a new contract which states the following has been removed - TNT Sports - Netflix Standard - Sky Entertainment & Cinema Ultra HD an there is also a one-off charge of £35.00 for installation or activation. So the fact it says I won't lose anything is completely misleading as I will be losing the services listed.  I am seriously thinking of cancelling  after many years of being a customer as I feel I have been hoodwinked into agreeing a new contract.  This is disgraceful customer service. What is the best way to resolve this.

  • John_GS's avatar
    John_GS
    Forum Team
    6 months ago

    Hi NCW1 

    Thanks for posting and welcome to the community.

    I am sorry you feel this way. Before the contract is confirmed we do send a pre-contract agreement for you.

    You'll need to agree and consent to this before any changes can be made.

    I will send you a PM now to discuss this but we cannot do any package changes. 

  • japitts's avatar
    japitts
    Very Insightful Person
    6 months ago

    Posting up any screenshots or suchlike that you have, in support of what you've been offered - may well help too.

  • NCW1's avatar
    NCW1
    Joining in
    6 months ago

    original contract

     

     

    pre contract showing Maxit TV, Netflix and sky entertainment and cinema UHD.

     email sent today stating what is not included and with different price

    Hi Neil,

    Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.
    Quick recap of what you now enjoy:
    Your new package now includes:
    No new services have been added
    We've removed:
    TV: TNT Sports - Netflix Standard - Sky Entertainment & Cinema Ultra HD
    Here's how your changes affect your next bill:
    Your next bill will be generated on 15th October 2024
    Your next payment is due on 1st November 2024
    Your new monthly bundle cost is: £68.56*.
    Your next bill will be £97.75* which includes CR £5.81 to cover your changes up until your next bill period. There is also a one-off charge of £35.00 for installation or activation.

     

     

  • japitts's avatar
    japitts
    Very Insightful Person
    6 months ago

    I'm not seeing any promo material stating "keep the same package" or "don't lose anything".

    There may well have been such, but it's not been posted to this thread. That would make or break this situation.