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Nath4n's avatar
Nath4n
Tuning in
31 days ago

Mis-sold new contract

Good evening,

I am at my wits end and making this post as a final attempt before raising a formal complaint to the regulator.

I gave my 30 days notice in February to cancel my Virgin Media broadband + Stream. Many people had warned me that the customer service was dreadful but my experiences had only been positive. The reason I was leaving was purely price (the price almost doubled at the end of the 18 month contract). In addition I wanted Sky + TNT sports, which were being offered to me in the app at £18.75p/m for Sky Sports and £10 per month for TNT Sports - however this didn't make sense financially against the broadband renewal price.

A few weeks after cancelling I received a call from retentions offering me less than my original broadband price if I recontracted for 18 months. I asked about Sky + TNT Sports on Stream and was told the prices on the app are always cheaper than over the phone, so what I should do is accept the new broadband deal, wait 24 hours for it to activate, and then add sports on via the app.

I did this as advised, and placed an order for Sky Sports (£18.75p/m) + TNT Sports (£10p/m) Stream add-ons on 17th March. Order number CH2096989844.

I have heard nothing since then, and do not have access to these services.

After 1 week I chased on live chat, waited 45 minutes, and was told app orders can sometimes take up to 14 days and just be patient.

After 14 days I tried to call, and after being on hold for 20 minutes (twice) was automatically cut off.

I tried again on live chat, and was told all agents were busy and to try on WhatsApp.

I tried WhatsApp using the number provided on Live Chat, but despite showing Virgin Media's corporate account, have never received a reply.

At this point I believe I have a case for mis-selling. I expressly said on the call (and I implore you to find and list to the recording) that recontracting for broadband was contingent on receiving the app-advertised prices for Sky + TNT Sports - and was told I would receive these. 

I would be hugely grateful if someone can assist me and save me having to escalate this any further.

Thank you.

5 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    28 days ago

    Hey Nath4n, thank you for reaching out and a warm welcome to community, we are sorry to hear about your package.

    Just to confirm was Sky and TNT include in the package or did you add them on?

    How did you make an order for these?

    What does your paperwork show?

    • Nath4n's avatar
      Nath4n
      Tuning in
      24 days ago

      Hello Matthew,

      Thanks for responding.

      Sky and TNT were not included in the broadband package paperwork etc as the agent told me they could not match the prices shown in the app as these were "digital channel specials", so recommended I wait 24 hours for the new broadband contract to start, and then add Sky Sports and TNT Sports via the Virgin Media app. I did this as advised on 17th March. Feel free to listen to the discussion on the call as I emphasised signing a new 18 month VM broadband + stream contract was contingent on accessing the sports channels at these prices, and was told I would be able to.

      I do not have any paperwork for the sports add-ons as it appears this order has not been activated or processed yet and has disappeared into a black hole. I have screenshots I can provide showing the add-ons advertised in the app (and in my basket) at £18.75p/m for Sky Sports HD and £10 p/m for TNT Sports. I have a screenshot of the add-on request confirmation which states:

      "Done! You're renewed your contract

      Blast off!

      Good things are coming your way soon..

      Your order summary:
      Order reference: CH2096989844

      We've sent a confirmation email: testlab_1615042272@example.com"

      N.B. This is not my email address! So no idea where this has come from...

      After this order I am now unable to access the 'Manage Package' or 'Upgrade' options in the Virgin Media app and all I am shown is:

      "Your order's on its way!

      Sorry! We're still processing your last order so can't accept any more purchases at this time. We'll notify you when this has gone through and you can start shopping again".

      Just as an FYI I spent a further 1 hour+ on the phone on 08/04/25 trying to resolve this. I was passed around to 3 different departments including technical and then retentions. Ultimately I was told this couldn't be resolved over the phone and that a request would be put in for IT colleagues to manually activate the the add-ons at the prices advertised and this would take 24-48 hours. It's been another 6 days and I have heard nothing further and still don't have access. I asked for notes of the call to be entered onto the account.

      Thank you.

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        22 days ago

        Digital offers are different to what we can offer, we are unable to match them. 

        So just to confirm your paperwork actually states that TNT and Sky Sports wore included or is this just the online offer which stated this?

        To confirm have you accepted the online offer, if so this can take up to 14 days to go through and we are unable to put anything else through whilst this is going on.