Random Add-ons on bill

Question

After grumbling for ages about horrendous price increases for my TV and broadband package I looked at my bill in detail and found that apparently I'm paying extra for TNT Sports and a Kids package. Neither of which I've ever requested or have any use for. This must have been for at least a year - yes I should have looked more closely much sooner! They were certainly not payable extras I'd originally had on my contract.

Trying to get through to the right option when calling 150 on the phone proved impossible. Web chat didn't go anywhere either.

Has anyone else had experiences with these random Add-ons, and how to get those resolved?

I'd quite like the money for them back and really don't want it to trigger another 2 year contract if I ask for it to be removed...

Client62 · Answer

Were VM an ethical company it would be very easy to connect to the Online Account and to cancel all unrequested / reinquired services and to put a stop on direct debits for disputed bills.

Steven_L · Answer

Hello mk_user111,
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 experiencing with your package at the moment.
Have the extra add-ons been part of your contract since your last package renewal? If that is the case, the two add-ons would be detailed in your contract with us, which you agreed at the point of your renewal. We therefore wouldn't be able to refund you for that reason as the add-ons were part of the agreed contract.&nbsp;
Kind Regards,
Steven_L

mk_user111 · Answer

Hello Steven, thank you for your reply which I've only just seen.

The last contract change I can find was in 2022 this mentions "Maxit TV - Kids Pick" as included (no cost) but nothing regarding tnt sports (or Virgin TV Kids).

I have been out of contract for a while (intentionally for various reasons).

I've had more luck with Web chat today, and was told that the system added both as add-ons as part of a package overhaul, but that only Virgin TV Kids had incurred a cost, and that in spite of what it said re TNT Sports on the bill (+£18) this was actually free.

I'm not convinced, but at least the kids add-on is now gone. But this has flagged again the high costs as a long-standing customer vs new customers, it's really not a great deal.

Richardr1 · Answer

For quite a while in the past TNT Sports [BT Sports at the time] was part of the Maxit Virgin Media bundle, so wasn't charged separately, and that was the case when you renewed in 2022.

My memory is that when Virgin Media started charging for it as a premium channel, they removed it from customers that they didn't think watched it [but added it back if they complained as they didn't reduce their price], and for others adjusted the split of their bill, so it was charged at £18, but the underlying Maxit package was discounted by the same amount, so there was no change in the total bill.

The complexity comes when discount terms come to an end. If you can go back, see if you had a jump in price in mid 2024 or subsequently, but it may well just be the aftermath of that switch if you are still on Maxit and hasn't affected your price.

Anonymous · Answer

By ‘ethical’ read ‘competent’.&nbsp;

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Random Add-ons on bill

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