Forum Discussion

philby2's avatar
philby2
Tuning in
2 years ago

Renewal offer

Limited-time renewal offer - Query

My existing contract ends in April and I have just received a limited time offer to renew for 18 months for the same price with the same package.  

Quote:  get the same great package for the same price* 

My current package includes Netflix , Sky sports and TNT sports so  called Virgin Media just to double check before I committed.  They told me that I would not receive TNT sports in the new package so not the same package at all!  I've also seen that a poster has said that Netflix isn't included either, even though I was told it was? 

I'm very reluctant to renew now so I'm hoping that someone at Virgin will get back to me to confirm  exactly what my renewal package is? 

 

  • NeilJP's avatar
    NeilJP
    On our wavelength
    2 years ago

    Similar issue two days ago and I’ve posted here too. Difference is I was offered like-for-like same as I have now for same price. Accepted it only to find later that TNT Sports had gone!
    Agent didn’t mention TNT would be removed as I wouldn’t have agreed to it. Have now raised an official complaint.

    • Unclebuz's avatar
      Unclebuz
      Tuning in
      2 years ago

      I have exactly the same issue. Renewal offer of same package, same price, no fuss until you then view the contract that is produced which changes the package from Maxit TV to Mega TV excluding TNT and removes Netflix. VM need to resolve or this will end up with a complaint to Ofcom and the Advertising Standards Agency as it is clearly and intentionally misleading!

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    2 years ago

    Hi philby2,

    Thanks for posting and welcome to our community 🙂

    We're sorry for any confusion regarding the new offer. At the moment if you're on Maxit TV TNT sports would be included within that price.

    The Mega TV bundles do not included TNT Sport, and the channel is now an additional extra that needs to be added.

    Alex_Rm

    • philby2's avatar
      philby2
      Tuning in
      2 years ago

      Hi Alex-RM

      Thank you. So actually I'm being offered a lesser package rather than the same package.

      Can you also comment on my Netflix?  When I called yesterday I was assured that it would be included in my new package as I have it already included in my current package?

      • Unclebuz's avatar
        Unclebuz
        Tuning in
        2 years ago

        Please advise how this complies with the stated offer of ‘same package, same price’? This is nothing more than a deliberately misleading statement to get people to re contract and hope that people just accept it. 

  • philby2's avatar
    philby2
    Tuning in
    2 years ago

    Thanks for the reply.

    I'm really annoyed with VM as I feel I've been totally mislead by the offer of 'like for like' which is basically a con! 

    I've been with Virgin for a very long time but will not be renewing now and will and will look for a new supplier when my existing contract closes . 

    I hope that Virgin will immediately withdraw this totally misleading 'same package, same price' offer and apologise to all concerned. 

    Really, really disappointing. 

  • philby2's avatar
    philby2
    Tuning in
    2 years ago

    The VM renewal offer seems crystal clear to me.

    'get the same great package for the same price'

    Come on Virgin Media, just do the decent thing and honour the offers you make!

    I have submitted a complaint to VM and await a satisfactory response from the Resolutions Team.

     

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      If the team have contacted and you're not satisfied with their response philby2 
      We can certainly look at  your complaint further.  Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 
       

    • Poppinjay's avatar
      Poppinjay
      Joining in
      2 years ago

      Philby,

      Did you get a reply to your complaint? Was there any offer of compensation for the loss of TNT sports which now costs £18.99 if you wish to add it to your package!  Apparently the current Mega package also includes an unlimited  O2 sim!

      • philby2's avatar
        philby2
        Tuning in
        2 years ago

        Yes, eventually, and I mean eventually, I got a deal with TNT sports included at the same price but I'm now subject to the large yearly increases from April.  My previous 18 month deal was just a flat monthly rate with no April increase so a change there too.

        Experienced awful service and poor communication from the Resolutions Team when I was trying to sort this.  Thankfully Carley-S from the forum team took over control of my case and eventually it was sorted.  Overall though not impressed at all with the experience and the amount of time it took for what should have been an easy and simple process.

        Sorry, no idea about the O2 sim question. 

  • philby2's avatar
    philby2
    Tuning in
    2 years ago

    No and I didn't ask as I wanted TNT sports included.