Forum Discussion

CherryOak's avatar
CherryOak
Tuning in
7 days ago

Requested a new box - told entire package cost would rise (and no TNT Sports)

I'm a long-standing VM customer - I have the top package (TV/1Gg/phone), with UHD add-ons.

I accepted an online renewal price in December 2024 and today called to see how much an additional box would cost to be added on to my package (I was happy to pay the extra £5 a month I was quoted and whatever the installation would have been).

However, when trying to add it (and, of course, having waited for 30 mins for anyone to answer) I was told my renewal deal (a mere three months ago) was now 'out of date' and that if I wanted an extra box, my entire package price would change - most notably hitting me up for more for TNT and Sky Sports UHD.

I am at a loss as to why an extra box - ie me (willingly) paying an additional premium for channels I already pay for - would then upset the entire contract (which, of course, I'm now committed to) and result in me losing key channels/paying extra for them?

If there's a mod who can help me with this I'd be very grateful. Past experience has told me the help here is infinitely better than on the excruciating 'customer service' phone line...

Thanks  in advance

Contract problems
extra box
Extra boxes
  • Carley_S's avatar
    Carley_S
    Forum Team
    7 days ago

    Hi CherryOak 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns when trying to add another set-top box to your package. There are a few reasons why we wouldn't be able to add another set-top box or add another feature like channel add-ons. 

    If you have a bundle that contains any of the older package coding, such as Maxit TV or the landline Talk packages, rather than the landline Chatter packages. We do not offer these anymore, so this would affect the bundle as a whole, depending on your discounts and what they're linked to. 

    Secondly, if you have a Volt package but have cancelled the O2 SIM, therefore the customer wouldn't be entitled to the Volt benefits. This may also affect the bundle as a whole if the discounts are connected to a Volt package specifically. 

     

    If these relate to your package, then we would need to agree on a new contract to update the coding and remove any ineligible discounts that come with the Volt benefits/package. Let us know if you've any further questions, or if this doesn't relate to your package, and we can investigate further. 

    • CherryOak's avatar
      CherryOak
      Tuning in
      7 days ago

      Thank you for responding. Is it really the case that an offer (made by VM) just three months ago is now so outdated I cannot get an extra box? A mechanism simply to stream what I'm already paying for to an addition TV in the same house? Seems to defy logic to me...I was offered a package (I didn't negotiate the deal at all) and now can't expand it? 

      I understand you may make internal changes to packages, but to then handicap the customer in this way seems remarkably short-sighted - especially just a matter of weeks into a renewal. If you can look into it at all I'd be grateful.

    • Carley_S's avatar
      Carley_S
      Forum Team
      7 days ago

      We understand the confusion this may cause. However, it's not as simple as you may think it is. Packages are built with codes; each service, each discount, and each feature has a specific code. Some codes are not compatible with others, and some codes expiry if that service/feature/discount is removed. This is how we build package deals and try to obtain the best deal possible for the customers' wants and needs. 

       

      We aren't able to action any package change requests via the Community Forums. Do any of the details mentioned above relate to your personal circumstance? For example, do you see Maxit TV on your contract information, and or have you recently cancelled your O2SIM for any Volt benefits you may no longer be entitled to? 

  • CherryOak's avatar
    CherryOak
    Tuning in
    6 days ago

    Hi - yes, my contract does say its a Maxit TV package. I've also cancelled my O2SIM but online it informs me I still benefit from Volt benefits courtesy of my broadband.

    I totally understand it's a complicated process, but that is an internal issue for VM and doesn't necessarily make the customer experience any better (plus leaves me with a disappointed son who had wanted his own box!).

    I'd also hoped installation would resolve the issue of the box on our property which has fallen to bits with all the elements exposed...

    I do appreciate your feedback however and taking the time to respond. Just a frustrating experience which leaves a bad taste in the mouth, that's all.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      6 days ago

      Hi CherryOak, we're sorry to hear you feel this way.

      If you'd like to discuss this matter further, we'd suggest contacting the team again on 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone.

      Please let us know how you get on.

      Regards,
      Daniel