Forum Discussion

Andyelle's avatar
Andyelle
Tuning in
2 months ago

Flex Glitch - can't remove Sports Subscriptions.

Hello, 

Can someone contact me please? 

I've just commenced a new, 18 month broadband contract with VM.

My issue is that I have Flex subscriptions to TNT sports and Sky Sports still active from my previous contract, despite having cancelled them on the VM online user interface last month. 

There is now a glitch in the interface and I can't uncheck the blue box for the "TNT Sports Collection" within the flex subscriptions section . CS tell me that I have Sky sports subscription too but I can't even see that on the interface!

I was passed around four CS agents today on chat and none of them could help or clarify. 

Thanks for any assistance. 

Andy

14 Replies

  • Richardr1's avatar
    Richardr1
    Superfast
    2 months ago

    Do you still have a Flex package and / or is it within 30 days of you cancelling the channels?

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Andyelle 👋 Welcome back to the forum! Thanks for posting. 

    Sorry to hear these concerns about your sports channel subscriptions. (TNT and Sky Sports). 

    Both of these are premium add-on services and so would take 30 days to complete when removing. If needed for in future, there's a help page on adding and removing subscriptions as part of flex here 👉 https://www.virginmedia.com/the-edit/tv/add-or-remove-flex-subscriptions . 

    We'd need to take a closer look at the account to see if there's been an issue in removing them, and offer further support if needed. 
    Please keep an eye on your Inbox 📩 in the top right corner of the page. 

    Thanks for your patience in the meantime! 🌞

     

  • veronica333's avatar
    veronica333
    Joining in
    2 months ago

    I am having the exact same problem. The link Molly_T sent above references clicking 'Active subscriptions'  in the account page, which doesn't exist. And the click page for each subscription only lets you add, not remove. I just cancelled my Disney subscription on their website in about four clicks and it's so far taken over half an hour to fail to cancel a single 'flex' (lol) service on Virgin. Jokers.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Hey veronica333, thank you for reaching out and we are sorry to hear you are having some subscription issues.

      We can see you are in DM with my colleague please go back here if you need any further help.

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 months ago

    Hi All 👋 Just returning to this public thread to keep things updated. 

    Huge thanks to Andyelle for PMing 📩 with me, and for their patience whilst we were able to get things sorted. 
    I can confirm the issues with the subscriptions is now resolved. Glad to have been able to help. 

    Hopefully there are no further problems 🤞but please do get back in touch if anything pops up. 

    Thanks for your time and co-operation! Wishing you all the best. 🌞 

  • GazteakBro's avatar
    GazteakBro
    Settling in
    18 days ago

    Hi did this get sorted? I can’t find active subcriptions anywhere and they day they can’t cancel sky sports over the phone as it’s on flex? I can’t undo the blue tick for flex.

     

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      14 days ago

      Hi GazteakBro thanks for joining the thread. Sorry to hear you are also having some issues with managing your flex subscriptions. 

      You should be able to manage your subscriptions for flex via your My VM account 👉 virg.in/myVM - we sadly can't do this for you by phone or our support channels, as all subscriptions are user managed. There's a bit more information about this here 👉 https://www.virginmedia.com/the-edit/tv/add-or-remove-flex-subscriptions 

      With a premium subscription like Sky sports it will take 30 days for the change to complete and process - so it may be that there's a pending change for the removal of this service at the moment. If it's still appearing when your next months bill is generated please let us know and we can escalate your case internally if needed. 

      Thanks for your patience in the meantime! 🌞

      • BFrank82's avatar
        BFrank82
        Settling in
        14 days ago

        You do realise that a lot of people are having this issue. And the issue is WE CANNOT REMOVE IT OURSELVES FROM OUR ACCOUNTS because there is a problem preventing us doing so, which is why we are raising the issue!! So the idea that you can't help, and it can't be done via phone or chat either...Then how do we do it? WE CANNOT DO IT OURSELVES, THAT IS THE ISSUE!!! You cannot do it...That is another issue...GIVE US A SOLUTION! Don't tell us we need to sort it out ourselves, that's why we are here, because it's not possible for us to remove it. It won't allow us to remove it! 

        You are charging us for a service we do not want. And you are not giving us a solution to fix the problem. 

         

  • vakhariamayank's avatar
    vakhariamayank
    Just joined
    10 days ago

    I am having the exact same issue. I login to My Virgin Media >> Your Package >> Manage My Flex Plan. Once I'm there, it will not let me untick TNT Sports. Contacted support and got told the same thing! "You have to cancel yourself from My Virgin Media" !!!

    I HAVE CANCELLED MY DIRECT DEBIT. I WON'T BE PAYING FOR SOMETHING I NO LONGER WANT. IT'S NOT MY FAULT THAT EVERYONE AT VM ARE SO CLUELESS ABOUT THIS WHOLE PROCESS. I'll manually pay for the service I actually use (which is only the Broadband!) after my bill is generated. 

     

    • Richardr1's avatar
      Richardr1
      Superfast
      10 days ago

      Out of interest, in My Virgin Media, how is your contract worded for TV?

      Under the TV column I have no services selected under "Main Services", and Flex and Stream Box under "Add-Ons".

      I haven't had major issues in cancelling services that I have added to Flex via the box. I have had similar issues to you where there have been manual interventions by Virgin Media Staff, and I avoid them like the plague.

      Cancelling the direct debit won't affect the amount they are charging you, however wrong that amount is, be careful that they don't report you to a credit agency as a non-payer.