I was on a volt bundle (maxit after being told on the phone) with everything including BT/TNT sports on an 18 month contract. I had 6 months left and they started sending me renewal offers strange considering I’m only 2/3 of the way through. Now it all seems to be coming together as to why. I ignored the first few but then they said to me they would give me the exact same price for the same package so I thought why not (on the pre contract agreement there was no mention of losing TNT sport and based on the initial email it was the same package, the name was megaTV which didn’t mean anything to me as I was under the impression it was the same package). I thought this would be a renewal situation where this would kick in at the end of my contract (in 5 months time) instead it’s happened immediately and I’ve lost my TNT sport. I have been told on the phone that they cannot put me back onto my old package because it now does not exist even though I was on it up until a few days ago. They also said because it was an online order I need to go onto web chat to sort this out where as the email says it will be the exact same package they will honour it and either put me back on my old plan or add TNT to this one for the new 18 months. Currently waiting for an agent to become available on WhatsApp (1 hour wait so far). Has this happened to others and what did you do if so? I’m happy to go back to my old contract and sit out the next 5 months happily then assess what I want to do then. Or as they probably should do honour my new 18 month deal with TNT. If that’s not possible as I’m in my cooling period I will probably go and find a different deal elsewhere.

Hi Neil, I’m happy to inform you that the guys on this forum have just sorted this issue out for me. I just had to show them the email stating ‘same package same price’ as proof. What I believe the issue was is when we started our contracts it was BT sport and that was included in the virgin sport package but now as TNT it’s an add on. Obviously something that they let slip through the net. Calling the CS team did not help and neither did the WhatsApp web chat but speaking to one of the guys on the forum sorted it for me! Like you said getting a response on here did take a little while but they are bound to be flooded with similar cases. Just glad I got mine sorted before the footie tomorrow!

Same here! My contract was nearly out, called to leave but agent agreed to give me exactly the same package at same price for 18 months so I accepted. Contract came through with Mega TV instead of Maxit and TNT Sports had been turned off. Spent hours trying to sort it out but got passed from pillar to post saying they couldn’t honour the deal but if I wanted TNT it would be £18 extra a month! I have now raised an official complaint as this is mis-selling/illegal. I am in discussion with an agent on this forum but it takes several hours to get a response. No doubt they are inundated with similar disgruntled customers. Be interested to know if you get yours resolved.

I aired my experience on Trust Pilot and the VM rep responded saying they could confirm TNT Sport was not an add-on and that I should try contacting VM here. They sent me a link which on the face of it appears true…… until you scroll to the end where it says from July 2023 TNT is a chargeable add-on.It’s clear to me their reps aren’t all aware which is probably why some customers are being mis-sold through retentions. Totally unacceptable though. I told retentions I didn’t care what the package bundles are called now, I was sold like-for-like so that’s what I expect. They wouldn’t help so no choice but to escalate.

Great, looks like same for me too. Took quite a while because of email delays but basically they had to play back my phone call with retentions before agreeing I’d been mis-sold! Just awaiting the channels to come back up👍

Same has just happened to me. I was on a volt bundle with everything including BT/TNT sports on an 18 month contract. I had 6 months left and they started sending me renewal offers strange considering I’m only 2/3 of the way through. Now it all seems to be coming together as to why. I ignored the first few but then they said to me they would give me the exact same price for the same package so I thought why not. I thought this would be a renewal situation where this would kick in at the end of my contract (in 5 months time) instead it’s happened immediately and I’ve lost my TNT sport. I have been told on the phone that they cannot put me back onto my old package because it now does not exist even though I was on it up until a few days ago. They also said because it was an online order I need to go onto web chat to sort this out where as the email says it will be the exact same package they will honour it and either put me back on my old plan or add TNT to this one for the new 18 months. Currently waiting for an agent to become available on WhatsApp (1 hour wait so far)

Lost my TNT sports | Virgin Media Community

Nofugazijake
Tuning in
2 years ago
Same has just happened to me. I was on a volt bundle with everything including BT/TNT sports on an 18 month contract. I had 6 months left and they started sending me renewal offers strange considering I’m only 2/3 of the way through. Now it all seems to be coming together as to why. I ignored the first few but then they said to me they would give me the exact same price for the same package so I thought why not. I thought this would be a renewal situation where this would kick in at the end of my contract (in 5 months time) instead it’s happened immediately and I’ve lost my TNT sport. I have been told on the phone that they cannot put me back onto my old package because it now does not exist even though I was on it up until a few days ago. They also said because it was an online order I need to go onto web chat to sort this out where as the email says it will be the exact same package they will honour it and either put me back on my old plan or add TNT to this one for the new 18 months. Currently waiting for an agent to become available on WhatsApp (1 hour wait so far)
- Steven_L
  Forum Team
  2 years ago
  Hey Nofugazijake,
  
  Welcome to the community and thanks for taking the time to post here on the forums.
  I’m sorry to hear of the issues that you’re having with your package change, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
  Kind Regards,
  Steven_L
Nofugazijake
Tuning in
2 years ago
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japitts
Very Insightful Person
2 years ago
Nofugazijake wrote:
I have been told on the phone that they cannot put me back onto my old package because it now does not exist even though I was on it up until a few days ago.
All distance sales in the UK come with statutory 14days "change of mind" right of return, this includes VM package changes.
The Maxit TV tier is no longer sold to new customers and has been replaced with Mega (without inclusive TNT Sports) but you can exercise the 14days statutory period and be reverted to Maxit. Then make a considered choice as & when any promotional discounts you previously had, expire.
- Nofugazijake
  Tuning in
  2 years ago
  That’s what I’m hoping to do as I had 5 months left on that contract! Annoyingly they said they could not do it in the phone so now I am waiting to get it done on WhatsApp as advised on the phone. Good to hear you seem to think I will be able to without a problem.
NeilJP
On our wavelength
2 years ago
Same here! My contract was nearly out, called to leave but agent agreed to give me exactly the same package at same price for 18 months so I accepted. Contract came through with Mega TV instead of Maxit and TNT Sports had been turned off. Spent hours trying to sort it out but got passed from pillar to post saying they couldn’t honour the deal but if I wanted TNT it would be £18 extra a month! I have now raised an official complaint as this is mis-selling/illegal. I am in discussion with an agent on this forum but it takes several hours to get a response. No doubt they are inundated with similar disgruntled customers. Be interested to know if you get yours resolved.
- Nofugazijake
  Tuning in
  2 years ago
  Hi Neil, I’m happy to inform you that the guys on this forum have just sorted this issue out for me. I just had to show them the email stating ‘same package same price’ as proof. What I believe the issue was is when we started our contracts it was BT sport and that was included in the virgin sport package but now as TNT it’s an add on. Obviously something that they let slip through the net. Calling the CS team did not help and neither did the WhatsApp web chat but speaking to one of the guys on the forum sorted it for me! Like you said getting a response on here did take a little while but they are bound to be flooded with similar cases. Just glad I got mine sorted before the footie tomorrow!
  - NeilJP
    On our wavelength
    2 years ago
    Great, looks like same for me too. Took quite a while because of email delays but basically they had to play back my phone call with retentions before agreeing I’d been mis-sold!
    Just awaiting the channels to come back up👍

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