Forum Discussion

ErikM1's avatar
ErikM1
On our wavelength
5 months ago

Mis-sold account renewal.

I recently renewed my account as was out of contract.
I took the option to just renew with my current package on the website as was happy with that.
I was on the Maxit package, contract summary said Maxit package, reasonable to expect the same service I had before.

Turns out I've been rewarded for my loyalty by being stripped of TNT sports channels I wouldn't have lost if I hadn't renewed?
Surely advertising 'your current package' and delivering 'your current package minus all these bits we want to charge extra for now' is clear misselling?
I've tried getting this resolved though the online chat, but the guy there was about as much use as talking to a chat bot. Is anyone here able to actually provide this service, or does it need escalating to ofcom?

  • ErikM1's avatar
    ErikM1
    On our wavelength
    5 months ago

    To clarify;
    My previous package was Maxit TV, the contract summary document didn't specify TNT sports as distinct element.
    My current package is Maxit TV, the contract summary states Maxit TV.
    No part of the renewal process stated that TNT sports would be removed.
    My account page still says Maxit TV, and that still says that all TNT sports channels are included.

  • Redbob's avatar
    Redbob
    Joining in
    5 months ago

    Hi ErikM1,

    My contract was recently up for renewal which included TNT sports. Virgin could not offer me a package with TNT sports that was for me a reasonable price. 

    End result is I have the same package as before minus TNT sports but paying extra for updated 'new' package.

    It's typical VM sales technique...extra cost for less package!

    • ErikM1's avatar
      ErikM1
      On our wavelength
      5 months ago

      That sounds like not exactly the same situation, but check your account dashboard.
      My contract summary document explicitly states Maxit TV
      Maxit TV still shows on my dashboard, and still states that it includes all TNT sports channels in HD.
      So my assertion is the contract Virgin offered me included TNT sports channels, which they are currently not providing.

      • Alex_RM's avatar
        Alex_RM
        Forum Team
        5 months ago

        Hi ErikM1,

        Thanks for posting, and sorry to hear there's been some confusion with your package change. So I can get a few more details from you, I've popped you over a private message.

        Alex_Rm