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stuey9964's avatar
stuey9964
Tuning in
12 days ago

Ordered TNT Sports and Essential Entertainment packages and still not added

On Saturday the 11th of April I made an online order to add to my flex subscription.  It was for TNT Sports and Essential Entertainment.  I did this online because it was offering TNT Sports for £10 and Essential Entertainment for £8.  After I did this I received the contract via email increasing my price from £34 to £52 a month.  Since then I have not received any new channels and when I telephoned Virgin Media to ask what was happening apparently my order had disappeared but the price increase remained.  Work that one out!  I have since sent informed that the channels should be up and running by the 20th of April.  I hope that this true and I am not paying for something that I am not receiving.  I must admit that I am not very happy at the moment and I just wondered if this has happened to anyone else?

6 Replies

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  • Richardr1's avatar
    Richardr1
    Superfast
    12 days ago

    Check your new contract. Does it include within add-ons specifically the additional packages? Is it the same in that respect as the Contract Information Sheet?

  • stuey9964's avatar
    stuey9964
    Tuning in
    12 days ago

    No, I must admit that I didn’t take a lot of notice of the new contract at first.  I saw the price increase and I just thought everything was OK.  What an idiot.  Even so why should it show a price increase of £18 for nothing?  Maybe I am missing something but I don’t think so and I don’t want to think that I am being ripped off.

    • Richardr1's avatar
      Richardr1
      Superfast
      11 days ago

      The same happened to me. What seems odd in retrospect is that the flex plan is designed to allow changes in channels without requiring a new contract, but hey ho.

      Do you have anything with the new packages in writing? If so, make sure you keep it. Also from order on the 11th to the 20th when you have been promised again the new channels is less than 14 days, so allows you to cancel the new contract within the 14 days no questions asked [almost certainly that period would be extended legally in the case of misrepresentation, but it makes that part of it easier]. In theory you should be back on your original terms and conditions including price, but it took me a process before I achieved that.

      Hopefully you do get the channels by the 20th at the agreed price. If not, prepare for some fun and games.

  • stuey9964's avatar
    stuey9964
    Tuning in
    11 days ago

    I am sure that there will be.  I just can’t understand how they get away with it.  Surely it is miss selling.  It is no wonder they say 14 days because that is the cut off period to cancel.  I know that they say that it is a 30 days because rolling contract but how do you cancel something when it doesn’t show on your contract?  It only shows the increase in price but not what it is for.  Luckily I still have the emails showing what was agreed to.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      8 days ago

      Hello stuey9964,

      Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your Flex subscriptions at the moment. 

      Have you been able to get your issues resolved and access to the channels that you've requested be added? If not, I'd be happy to look further into this for you via private message.

      Kind Regards,

      Steven_L

  • stuey9964's avatar
    stuey9964
    Tuning in
    4 days ago

    Hi, yes thanks.  After numerous phone calls by me to Virgin I received a call at home from a lovely lady called Wendy from Virgin Media in the UK and his managed to get all of the subscriptions that I had ordered online up and running.  They are now working perfectly and I must say thanks for the help to Wendy.