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.

So that we can get you clarification on this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon. Thanks. Sabrina

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.

Removing Sky Sports Add On | Virgin Media Community

34 Replies

arrgee1991
Problem sorter
2 days ago
Bump - not resolved. complaint reference : C-3008254793
arrgee1991
Problem sorter
2 days ago
This has NOT been done!! The rolling credit of £26.22/month has been removed. Please rectify this IMMEDIATELY! complaint reference : C-3008254793
arrgee1991
Problem sorter
2 months ago
Don’t take NO for an answer…

Liberty Blume
Legal Operations
Mayfair Business Park Broad Lane Bradford BD4 8PW
E: VMO2ADR@LibertyGlobal.Com Our Ref: OS.ADR.25.63108 Your Ref: CM045340-25
I write following the recent case you submitted to the Communications Ombudsman and to the decision issued on 25/06/2025 On behalf of Virgin Media O2 (VMO2) I write to apologise for any short falls in service and that this matter could not be resolved sooner.
I will ensure the issues you have raised, namely account issues are fed back to the relevant team within VMO2 to help process improvement and communication with customers.
In line with the decision issued by the Communications Ombudsman, I can confirm that the following action has now been undertaken: £50 goodwill payment.
Rolling credits to cancel the add-on charges.
Please accept this as an apology and allow up to 28 days for any credit to appear on your account. I trust this brings matters to a satisfactory conclusion; however, if you have any further queries regarding this matter, please do not hesitate to contact me or the wider team.
Liberty Blume Limited is authorised to provide services on behalf of VMED O2 UK Limited and its subsidiaries, and Virgin Media Ireland Limited
arrgee1991
Problem sorter
2 months ago
Can someone confirm £65.63 - £38.75 is £26.88? Because it seems to be £30.38 on my latest bill (sigh)
- Martin_N
  Forum Team
  2 months ago
  Hi arrgee1991,
  
  We're very sorry for any concern you have regarding your bill.
  
  To confirm, have you checked for another charges that could be raised the bill to £30.38?
  
  ^Martin
  - arrgee1991
    Problem sorter
    2 months ago
    @Martin_N. I have checked. My bill was £65.63. Sky Sports HD add on was removed which costs £38.75. The bill is now £30.38. It should be £26.88. Shall I raise another complaint?
arrgee1991
Problem sorter
2 months ago
So I can remove add-ons.
arrgee1991
Problem sorter
2 months ago
Ombudsman decision
arrgee1991
Problem sorter
3 months ago
Definitely £38.75/month for Sky Sports HD.
- Matthew_ML
  Forum Team
  3 months ago
  Hey arrgee1991, thank you for reaching out and we are sorry to hear about your Sky Sports issue, We can see this issue is currently with deadlock so we would be unable to help any further on this sorry.
  - arrgee1991
    Problem sorter
    3 months ago
    Not in deadlock anymore. Just making sure VM know how much Sky Sports costs.
arrgee1991
Problem sorter
4 months ago
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.
arrgee1991
Problem sorter
4 months ago
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
- arrgee1991
  Problem sorter
  4 months ago
  Virgin Media a have a problem with basic arithmetic. £56.75 minus £3.50 is not £49.75.
  Once again this proves that the add-on is separate and there is NO associated discount. See the blue plus signs next to the sports channels.
  - Sabrina_B
    Forum Team
    4 months ago
    We would not be able to add on any further information as it is in the deadlock process, please reserve that information for the next stage process.
arrgee1991
Problem sorter
4 months 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
- David_Bn
  Forum Team
  4 months ago
  We would need to advise that our system would allow discounts to be become available with the services added and available to you arrgee1991.
  
  Changes/reductions in services can indeed result in inflated pricing from time to time with discounts being specially connected to the agreement generated on our systems.
  
  Ultimately, our stance on this would be reiterated and confirm that this is correct.
  
  Thanks,
  
  David_Bn
  - arrgee1991
    Problem sorter
    4 months ago
    @David_Bn That does not answer any of my questions. Specifically if an add-on is added on for £38.75, why would there only be a £12 reduction if it is removed? There is NOTHING in the contract that states that.