Free TNT sports con

Are you sure there's no link in the email to reply to because these offers are usually targeted so the option to upgrade for free or at a discounted price wouldn't appear on your box. 

If phoning virgin hasn't helped, usually because they won't know about these offers, in the past if you selected the "leaving option" you used to get a UK based person who might know or could find out but these calls now seem to also go offshore.

You will probably have to wait for one of the forum team to respond which might be 2 to 3 days, you will then need to send them a screenshot of the email.

Were you offered TNT Sports for £18 a month which is or was the add on cost.

Thanks for the reply, and I apprecaite the information.  It was indeed a targeted offer.  The email was very specific though that it had to be applied through the box.  There is no link on the email at all.  Hopefully one of the forum team can help as you say.

I'm having a very similar experience. Got the same email yesterday. Went to my box to activate per the email but decided to call just before I did as the screen showed that I was agreeing to an additional £18 per month. I wanted to check that the credit indicated in the email would be applied afterwards. Then the current saga began...

Spoke to a lady who didn't know what I was talking about. She went off to check... She then came back and said there was nothing on her system about this offer and started to upsell for a further 18 month deal - not a bad deal to be fair! I explained that I wasn't on for a new deal but just seeking confirmation that my account would be credited with the £18 per month after I activated. She went off to check... She came back to confirm that as a regular viewer of Eurosport I was indeed eligible for a credit. She then said she could add a credit of £17 per month if I gave her the go ahead. I said I didn't want to do that because the offer is full credit of £18 and I couldn't understand why she wasn't able to confirm that. She seemed a bit confused why I wouldn't want a credit of £17. She said her system wouldn't allow her to give me an £18 credit!

On the basis that she confirmed that as a regular viewer I was eligible for a credit I went ahead and activated TNT Sports.

I received an email this morning confirming my new service and the additional charge of £18 per month was being applied as well as a portion for this month.

I called again this morning and spoke to someone on customer retention (I wasn't looking to cancel but was the only option on that painful phone system) to seek confirmation that the credit would be getting applied. He went off to check... He came back and said he had no information on the Europort/TNT credit on his system but said that credits can take up to 14 days to be applied. He then urged me to use the Live Chat as I could send screen grabs of the email. I tried that to no avail and was eventually pushed to WhatsApp. Conversation was engaged (at the time of typing) 40 mins ago with no response yet.

It has all the hallmarks of a scam but for the fact that the lady I originally spoke to did say that as a regular viewer of Eurosport I was eligible for a credit. A real standout is that neither of the customer service people I spoke to were aware of the email or anything showing on their systems, which is concerning.

Will be keen to hear about any solutions or responses that come up.

I’m having exactly the same issue as you , I’m fuming quite frankly as I’ve found in the past that dealing with customer services is like banging you’re head against a brick wall.

I have received the same email and added the TNT upgrade via the app on the basis the £18 would be offset for the duration of my contract, as per the email. My new contract updated this morning with no offset. Have we been scammed? Strange scam, if so. 

As you have found, these offers are only intended to get you to phone in and be persuaded to upsell. 

If you work really hard you might be offered a credit, and if you work even harder you might even receive it until the end of the current contract. But then you will definitely lose what you had included before. 

VM will be hoping of course that that you find this all takes too much time and trouble, and you just give up and allow them to take the extra money.

So, how do I get this resolved and the offer I accepted honoured?
Do I have to phone or do an online chat?

I tried this on Saturday and had to give up as it was taking so long.

Our contract ends in 3 months and at the moment will definitely leave VM if this is how we’re treated.

We only wanted to keep the Eurosport and are now wishing we had waited to see everyone’s experiences first.

Quick update...

Spoke to a really helpful person in the retention team today. Before I started he said "can I guess why you're calling? Is it to do with Eurosport?" 

In short, at the moment he has solved it to my satisfaction. He's added a credit of £17 to my monthly bill which he has the authority to do and is getting his manager to add a further one-off credit of £18 to cover the outstanding £1 per month balance. 

The proof will be in the next invoices...

So, I managed to speak to VM retentions and have got it sorted. 
I will be receiving the refund of the costs for the remainder of my contract. 

 (Hopefully confirmed as promised soon)

Thank you to you all for the info.

Hello. I have just joined as I too have had the same issue. I have added TNT in good faith with the promise that the cost is covered for the remainder of my contract.  I have now received an email from Virgin confirming the addition and that my costs will increase by £18 per month.  No mention of the discount promised  in the original email from Virgin!  Please would someone from Virgin confirming the addition how this will be resolved.  
I do not want to spend my afternoon on the phone to Virgin to resolve something which was offered by them in the first place! 

help please!

thanks.