Forum Discussion

Scottyboy68's avatar
Scottyboy68
Tuning in
14 days ago

TNT subscription but can't access

Hi,  agreed to take out a TNT sports add on for our TV at a discounted rate of £12 per month, as per the offer on my Virginmedia app. - mainly due to the sad loss of Eurosport and needing to see cycling and tennis coverage.  Received email confirmation of charges and new monthly total.  However after rebooting 360box I still don't have access to TNT channels.  Is there something else I need to do? I assumed that I would get immediate access. Took out subscription yesterday. Does anyone know how this can be resolved?

  • newapollo's avatar
    newapollo
    Very Insightful Person
    14 days ago

    Hi Scottyboy68 

    Regrades/package add ons etc performed over the phone are actioned immediately.

    However, once you've agreed to the terms and conditions  for any online renewals or regrades made through My Virgin Media or via an email offer that was sent to you, the orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made.

    I realise you said you've had a confirmation email of the changes, but it's possible they won't be activated until the back office have completed the regrade.

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them so there's no point calling them up to chase the order or check the status.. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and update this thread and a mamber of the forum team will be able check things further for you.