Sky Sports HD

Thank you for the info

Upgrading over the phone is incredibly painful.  Whenever I ask for the addition/removal of a channel, I have to suffer someone asking me who uses the internet, how many devices are connected, what I watch, who I phone yada yada yada and then half an hour later I am told, no you cannot remove Sky Sports because it is part of your package even though I only added it as an ADD-ON ten months earlier in the middle of the contract.  And then I am told that removing it will increase the monthly cost!!   At that point , I give up and raise a complaint that gets escalated to the Communications Ombudsman who find in my favour.  What takes weeks with Virgin, takes 5 minutes with NOW TV.  I log in, I apply the internet offer and it is all up and running.  Why can’t Virgin Media do this?

Hi arrgee1991​ 

On occasions where an addon/upgrade hasn't been ordered over the phone then it can take up to 14 days as this will be processed by the back office team. 

I'm not sure if Matthew was alluding to the following but a customer may also be downgrading or removing part of their package at the same time as adding an upgrade, and in that case there may also be a 30 day cancellation process in place on the part that's been downgraded/removed. The systems are set up in such a way as to process all the changes when the final one completes.

An example may be that a customer wants to place an order for a specially reduced Sky Sports package, but also currently subscribes to a combined Sky Sports and Cinema add on.  In that case the Sky Sports and Cinema add on would need to undergo the 30 day cancellation process before the new reduced Sky Sports package could be applied.

We're glad to hear that is sorted for you. 

^Martin