Unable to add subscriptions to Flex

I’ve been a Virgin customer for over 15 years (mostly without any issues/complaints).

We moved house 3 weeks ago and were moved to the basic Flex package (due to our previous package/phoneline being unavailable in our new area, just 2 miles away!). We were told that subscriptions could be added/removed as desired (despite this method being more expensive that our previous contract).

Since day 1 we have been unable to add any subscriptions on the tv (results in error message TS2/1/2/ERR_400/302/400), on our online account, on the phone app or by a Virgin agent. I have spent hours on Live chat seeking a resolution without any prospect of success (speaking to a total of 10 agents).

I’ve now made 3 official complaints and had numerous ‘tickets’ raised - and there’s still no sign of any kind of help/contact/intelligence from Virgin. Reading other identical complaints on the forum suggest that the issue is with the account set-up/activation at Virgin’s end, and most definitely NOT hardware-related (a point I’ve raised with every agent I’ve spoken to). This seems to be confirmed by the fact that the broadband and live tv service work satisfactorily.

I’ve now come to the conclusion that the only way to receive the tv services I’d like is to move to another provider (Sky can supply all the same services I require for £89/month - a full £21/month cheaper than Virgin - IF I could get them!).

Incidentally, I’ve been told by Virgin that I would be required to give 30 days notice AND pay an early disconnection fee to leave. I feel that this is completely unreasonable as Virgin are entirely at fault as they are unable to supply the advertised and promised services that we are more than able/willing to pay for.

I’ve posted this mainly as a cautionary tale - please be very careful before moving to the flex package as the timespan for Virgin to resolve any technical issues is likely to be measured in months rather than days. I would however be interested to hear if anybody has been fortunate enough to have their Flex subscription issues sorted out in living memory!