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

5 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
    23 days 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
      20 days 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
    19 days 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. 🌞