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ds2019's avatar
ds2019
Joining in
5 months ago

New Contract questions

Hi,

I've begun a new contract with Virgin Media today but need a few things explaining. 

These are the services (not included Telephone services here)

M500 Broadband

Mega TV

Sky Sports and Cinema Collection

Virgin TV 360 box

Add-ons

Netflix Standard with Ads

TNT Sports

It says the monthly price plus add-ons £18.00

I don't want Netflix or TNT sports, why has this been added? I don't want them. If they are removed, will my bill be £18.00 cheaper?

Also, the Sky Sport channels aren't on yet.

I'm waiting for the new hub/router, arriving Friday. 

Finally, I asked a couple times to speak to the retentions team but was not put through. The customer services operator helped but I should have been put through to the retentions team when I asked. 

Can someone look through the new contract and reply to my questions please.

Thank you, 

Drew

4 Replies

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    5 months ago

    Hello Drew

     

    Sorry to hear of the confusion around your package and the changes made, we appreciate you taking the time to raise this via the forums.

     

    The documentation should explain each factor of the package, the additional £18 would be for TNT but may include a discount for the duration of the contract so removing this may not reduce it by the full £18. All discounts should be explained on the contract.

    • ds2019's avatar
      ds2019
      Joining in
      5 months ago

      Hello, Thank you for your reply.

      Yes I understand that removing something may change discounts etc.

      I don't want Netflix or TNT to be honest though.

      Sky Sports was added to the package but I haven't got access to these channels yet.

      I'd like to speak to the retentions team but they just don't want to put me through. I don't want to keep explaining everything to them and still not being forwarded to retentions, I have a disability and my account is flagged with this. 

      Can retentions team call me?  

      Thank you for your time. 

      • Tom_W1's avatar
        Tom_W1
        Icon for Forum Team rankForum Team
        5 months ago

        Hi Drew, thanks for your reply.

        Unfortunately we can't schedule phone calls but as you're experiencing difficulties, please let me send you a PM so I can investigate further for you.

        Expect this to arrive shortly and respond directly when you can!
        Many thanks