TNT Sports missing after adding to contract

Hi there

My wife renewed our broadband, talk weekends, and stream contract at the weekend. The cost to renew our existing package was £41 per month for 18 months, but we were given the option to add TNT Sports for an extra £10pm, therefore making it £51 per month total.

The pre-contract document confirmed that TNT Sports was added. However, the contract document has no mention of TNT Sports, but is still showing a price of £51 per month. The TNT Sports channels aren't accessible to us on either stream or go, and are still saying we need to upgrade in order to view them. The new contract at £51 per month began on 28th Sept, so I would have expected to have access to TNT Sports from then.

Have spent several hours on both phone and WhatsApp to virgin media customer services last few days, but no one I've spoken to has been able to assist. Some agents are telling me TNT Sports is not part of our contract. Others are agreeing that it should be, but saying there's nothing they can do to add it for us, and then pass me on to someone else.

I would please ask that someone contact me to get this resolved. I would ideally like the contract we signed up for to be honoured, and access to TNT sport added. If that's not possible, then I'll accept the contract being restored to the original price of £41 per month without the sports channels. Failing that, I will exercise my right to cancel the contract within 14 days, and take my business elsewhere

Many thanks.