Removing Sky Sports Add On

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.

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.

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.

@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.

Why do my responses have to be approved?

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

Apparently the reason removing the add on would only result in a £12.63 reduction is I would lose the £22.62 discount that I had negotiated despite the fact that I had agreed that this would NOT be removed if I removed an add on.

I had a very long dialogue with your colleague Akua_A on the last renewal.  It was very clear that Sky Sports and TNT Sports would be add-ons and the rolling discount was entirely separate.  I even accepted not taking the Hub Upgrade which was originally offered.  Had I been told the rolling discount was subject to keeping Sky Sports, I  would not have allowed that complaint to be closed.

#### Private Messages ####

arrgee1991
Problem sorter
2 months ago
Are Sky Sports and TNT Sports on a 30 day rolling contract?

Also I was offered the hub 5 upgrade.  I will not pursue this as long as the sports are on a 30 day rolling contract.

Akua_A
2 months ago
Re: XSUS Invalid Request (KMM129076453V77941L0KM)
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
2 months ago
Hi Akua_A

Happy to proceed with a recurring credit for 18 (EIGHTEEN) months of £22.62 to cover the difference between £88.25 and £65.63 on the understanding that removing the add-ons won’t remove the credit.

arrgee1991
Problem sorter
2 months ago
@Akua_A

Can you send the contract through, so I can check it.  If it all looks Ok, I will proceed

If this was true, Virgin Media should be paying me!  

However quite obviously £56.75 minus £3.50 is NOT £49.75. Nor is £77.00 minus £64.62 a credit of £52.24.