i called to remove Sky Sports. I was told my monthly cost would reduce to £53. Why am I only getting £12.63 off if I remove Sky Sports and Sky Sports HD. They are Addons.

Good afternoon arrgee1991 Thanks for posting and welcome back to the community. Sorry for any confusion with the bill total if removed Sky Sports/HD, if the price doesn't come down fully with the removal, IE say a service that overall say costs £25 doesn't reduce to £0 if removed, this indicates that there are discounts on the account relating to those services, so thus would be removed alongside the services with any change. Best wishes.

@John_GS - That’s not what I was told when I accepted the contract renewal. The contract summary sheet and screenshot above clearly shows the add on cost is £53.75/month. There is no mention of discounts. TNT Sports costs £18/month. My package should reduce by £38.75/month which is the price listed if I took out an upgrade. How is it possible to pay £38.75/month to add something and the price reduced by £12.63 when it is removed?complaint reference : C-0705254099

Please do NOT close the complaint.The offer I was made clearly stated that Sky Sports was an add-on and there was NO discount. I had an extensive dialogue with Akua_A where I established that I would be able to remove Sky Sports and HD as it was an add on.This is in my private messages. I can send the relevant parts.No effort was made to contact me ahead of the resolution.####Complaint reference: C-0705254099HelloWe have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution.We’ve looked into it and here’s what we found:We see that your concern was in regard to your contract and packages and upgrades that you had previously agreed to. We do understand your apprehension about this, and we would like to apologise for the inconvenience you’ve experienced.Here’s a summary of the complaint outcome and what we propose as a resolution:We have gone through your complaint and we understand how important this matter is, and we’ll address it promptly. After thoroughly reviewing your account, we see that your new contract started on 11/03/2025. Please note that we provide a 14-day cooling-off period, during which you can make any changes. Additionally, a copy of your contract has been sent to your registered email address. We would like to inform you that, although the Sky Sports Collection is an add-on, discounts are applied to your bundle as a whole. We can proceed with removing Sky Sports Collection and Sky Sports HD from your bundle, but the package price will only be reduced to £53.00. This is the only valid offer available for the downgrade. If we remove the discounts from your bundle entirely, your package cost will increase, as the full price of the add-ons will be deducted. However, even with those adjustments, the price would still not be lower than £53.00. Kindly share your consent so we can proceed with the necessary changes. We have now addressed your concern and provided the appropriate resolution as per your request. With your consent, we would like to proceed with closing the complaint. Thank you for bringing this to our attention. My VM app https://www.virginmedia.com/shop/my-virgin-media-app.

From Akua_A"Correct, Sky Sports and TNT are add-ons for 30 days rolling. Unfortunately, we aren't given the option to upgrade the hub on the system however if you are still given the option of a free update in the app, you can process it after we push through the package. Are you happy to proceed?"

This was resolution of complaint C-0703256087. However it seems it wasn't resolved at all.

Removing Sky Sports Add On | Virgin Media Community

13 Replies

John_GS
Forum Team
2 days ago
Good afternoon arrgee1991

Thanks for posting and welcome back to the community.

Sorry for any confusion with the bill total if removed Sky Sports/HD, if the price doesn't come down fully with the removal, IE say a service that overall say costs £25 doesn't reduce to £0 if removed, this indicates that there are discounts on the account relating to those services, so thus would be removed alongside the services with any change.

Best wishes.
- arrgee1991
  Problem sorter
  2 days ago
  @John_GS - That’s not what I was told when I accepted the contract renewal. The contract summary sheet and screenshot above clearly shows the add on cost is £53.75/month. There is no mention of discounts. TNT Sports costs £18/month. My package should reduce by £38.75/month which is the price listed if I took out an upgrade. How is it possible to pay £38.75/month to add something and the price reduced by £12.63 when it is removed?
  complaint reference : C-0705254099
arrgee1991
Problem sorter
15 hours ago

Please do NOT close the complaint.
The offer I was made clearly stated that Sky Sports was an add-on and there was NO discount.
I had an extensive dialogue with Akua_A where I established that I would be able to remove Sky Sports and HD as it was an add on.
This is in my private messages. I can send the relevant parts.
No effort was made to contact me ahead of the resolution.
####
Complaint reference: C-0705254099
Hello
We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution.
We’ve looked into it and here’s what we found:
We see that your concern was in regard to your contract and packages and upgrades that you had previously agreed to. We do understand your apprehension about this, and we would like to apologise for the inconvenience you’ve experienced.
Here’s a summary of the complaint outcome and what we propose as a resolution:
We have gone through your complaint and we understand how important this matter is, and we’ll address it promptly. After thoroughly reviewing your account, we see that your new contract started on 11/03/2025. Please note that we provide a 14-day cooling-off period, during which you can make any changes. Additionally, a copy of your contract has been sent to your registered email address. We would like to inform you that, although the Sky Sports Collection is an add-on, discounts are applied to your bundle as a whole. We can proceed with removing Sky Sports Collection and Sky Sports HD from your bundle, but the package price will only be reduced to £53.00. This is the only valid offer available for the downgrade. If we remove the discounts from your bundle entirely, your package cost will increase, as the full price of the add-ons will be deducted. However, even with those adjustments, the price would still not be lower than £53.00. Kindly share your consent so we can proceed with the necessary changes. We have now addressed your concern and provided the appropriate resolution as per your request. With your consent, we would like to proceed with closing the complaint. Thank you for bringing this to our attention. My VM app https://www.virginmedia.com/shop/my-virgin-media-app.
arrgee1991
Problem sorter
15 hours ago
From Akua_A
"Correct, Sky Sports and TNT are add-ons for 30 days rolling. Unfortunately, we aren't given the option to upgrade the hub on the system however if you are still given the option of a free update in the app, you can process it after we push through the package. Are you happy to proceed?"
arrgee1991
Problem sorter
14 hours ago
This was resolution of complaint C-0703256087. However it seems it wasn't resolved at all.
- Kath_P
  Forum Team
  11 hours ago
  Hi arrgee1991,
  
  Thanks for coming back to us on this. If you don't wish for the complaint to be closed, please reply to the email you've received.
  
  In terms of the complaint reply you've posted, this advises that there were discounts added to the account. As this means you're not paying full price for the service, removing the add ons to bring the overall cost down would only result in the discounted price you're paying being removed. Only those paying full price for the add on, would get the benefit of the full cost being removed when removing this.
  
  This isn't something that can be changed I'm afraid.
  
  Many thanks,
  - arrgee1991
    Problem sorter
    11 hours ago
    @Kath_P
    The order I made shows NO discounts.
    I paid for add on nearly 2 years ago, but as it was an 18 month offer this increased at last contract renewal. (and as per usual the order did NOT agree with the contract)
arrgee1991
Problem sorter
11 hours ago
@Kath_P There were NO discounts shown on the Contract Summary Sheet. As I explained Akua_A put the discounts on to get the order through the system. I only agreed to this on the basis that Sky Sports and TNT Sports were add-ons. I have all the Private Messages that prove this.
- Kath_P
  Forum Team
  9 hours ago
  I'm afraid we wouldn't be able to look at orders or details that were made on account 2 years ago. We can only go by what's showing now.
  
  Individual discounts won't show on the contract itself, just the overall cost. You can find a breakdown of the discount on your bill though.
  
  Unfortunately, the information you've been given in the complaint reply is accurate and correct. As you're not paying full price for the add on's, only the discounted price that you're currently paying for them will be removed.
  
  Any posts with a photo attached would need to be approved for security.
  
  Many thanks,
  - arrgee1991
    Problem sorter
    8 hours ago
    @Kath_P So the contract summary sheet is just a load of nonsense? And the complaint reply is correct?? Why bother issuing contracts at all? Should I just complain and then be told what the contract is retrospectively?
    Clearly I am paying full price for the add-ons. £53.75/month. As per the Contract Summary Sheet.
arrgee1991
Problem sorter
11 hours ago
Why do my responses have to be approved?
arrgee1991
Problem sorter
8 hours ago
From my bill - How would I know from this what applies to Sky Sports and what doesn’t? It’s just random. Why should removing an ADD-ON impact any discount? If I add Premier Sports for £10 for 3 months and then remove it my bill would increase!!!!
You're receiving discount that will end on 10 September 2026
TNT Sports discount that will end on 10 September 2026
You're receiving a Sky HD discount that will end on 10 September 2026
You're receiving a œ29 discount. If you change your package you may lose this discount, which ends on 10 September 2026
Additional billing discount:
Additional œ-22.62 promotional billing discount added