Forum Discussion

utonnil's avatar
utonnil
Joining in
2 years ago

TNT Sport Channels missing after contract renewal.

On Friday 15/11/2023 I renewed my contract for a further 18 months via your online chat. During my chat with Renante I was told I could renew the same package for a price that I accepted. I even confirmed this offer by typing If this was the same package then that would be okay. 

However we find that we are now no longer able to view any of the TNT sport channels that we had access to prior to the contract renewal.

If you need to check the online chat thread I can provide the time that the conversation started for you to confirm. Unfortunately we as the customer don't appear to be able to retrieve this conversation.

Thanks

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    You've not said, but I presume you were on the Maxit package before the re-contract, this included TNT Sports as standard. That TV tier is now legacy and has been replaced with Mega-TV which is the same except TNT Sports is now a chargeable extra.

    You have two things in your favour here - you are within the 14day statutory cancellation period to revert to your previous package, and renegotiate on an informed basis, knowing that TNT Sports will now be an additional £18/month.

    Secondly - do you have screenshots of the agent confirming "same channels" or "TNT included" or something equally clear? That will make the difference between an uphill struggle and a strong case.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 years ago

    Hey utonnil, thank you for reaching out and I am so sorry to hear this.

    As mentioned above this is true, the package has now been renamed this.

    Did you have screenshots at all to say TNT sports would be included ?Cheers 

    • utonnil's avatar
      utonnil
      Joining in
      2 years ago

      Unfortunately no as this was my first use of your online chat process and was unaware that unlike other companies I wouldn't be given the chance to email the conversation to myself at the end of the process. 

      But the lesson has been learnt especially now I know that the info provided by your agents may not be entirely accurate

      The conversation took place with your agent Renante on 15/11/2023 and started at approximately 15:30 GMT and finally finished 1 hour later. That should enable you to retrieve that conversation.

      Alternatively how can I request a copy of this conversation under the data protection laws as my name was provided along with my email address etc?