Forum Discussion

Kendo88's avatar
Kendo88
On our wavelength
22 days ago

Virgin Flex Subscription Fail

I have been subscribed to sky sports and sky sports UHD on my flex box. I took an offer earlier in the year where sky sports was discounted by £20 per month for 18 months. Great!

on Christmas Eve, I tried to add Disney plus using the my flex plan website. I added it and then there was a link to finish activation. This link was broken and wouldn’t work. So I spoke to somebody on live chat, who said they had sorted it and it will be automatically activated within 3 hours.

Shortly after this, I noticed that my flex plan site showed no active subscriptions and £0 per month. My sky sports had disappeared. After about an hour, it updated and showed £12.99 for Disney plus, still no sky sports.

concerned, I started a WhatsApp conversation, and the agent assured me that sky sports was still showing on my account ( and to be fair, was still working on my box) and everything was fine, I just needed to wait the 3 hours for everything to update.

i felt like I knew exactly what was going to happen. And I was correct. Today, I’ve turned the tv on, and the sky sports channels are no longer working. I cannot simply add the subscriptions back on either due to the offer price that I had!

going to try and talk to somebody today via chat, but I can see this being a real pain to get sorted

  • Kendo88's avatar
    Kendo88
    On our wavelength
    20 days ago

    Anybody from the team able to support?

    live chat were unable to do anything, have raised as a complaint, was supposed to hear back within 24 hours. But in the history of being told “somebody will be in touch”…. Nobody has ever been in touch and I have to chase again.

    football is on this evening, I’ll have to go and sign up with Sky instead I think

    • Carley_S's avatar
      Carley_S
      Forum Team
      17 days ago

      Hi Kendo88 

      Welcome back to the Community Forums 

      Sorry to hear that you're having issues with your Sky Sports channel since adding Disney +. 

      We can see on the systems on our side that you've since been speaking with the team regarding this and have actions in place to work on resolving this. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

      • Kendo88's avatar
        Kendo88
        On our wavelength
        16 days ago

        Hi Carly,

        I’ve been trying to. Chased somebody on live chat again today after not having a call back. They raised a new complaint and was told I’d get a call in 48-72 hours.

        This evening I got this email

         I did not receive a call, and as you can see, somebody has literally just put . for both of the fields. So I have no idea what the resolution is here.

  • Kendo88's avatar
    Kendo88
    On our wavelength
    12 days ago

    @carley_s

    Just thought I’d update. After spending 8 hours on live chat on Friday, 10 different agents, nobody could help, so I was promised a call back within 24/48 hours after asking for escalation. And for the third time, no call happened.

    I have now given up and will sort the service out with another provider. I’ll pass this complaint over to the comms ombudsman now, because it can’t be okay to just ignore the problems.

    I’d advise anybody considering flex tv, be aware if there are any problems with the flex tv, customer service can not help much and will likely just ignore you

    • Carley_S's avatar
      Carley_S
      Forum Team
      10 days ago

      Our apologies for the issues you've had with trying to get this sorted. 

      I can confirm that, the team wouldn't be able to add stream subscriptions to your package, this can only be done by the customer on the set top box on their side. 

      What happens when you try to add the subscriptions back onto the stream box? Does this work for you or do you see an error when adding Sports back on? 

      Does Disney + work or do you still not have access to this? 

      • Kendo88's avatar
        Kendo88
        On our wavelength
        9 days ago

        If I try to add on the box, I get the error as in the screenshot below. My flex plan website shows no options to add and no active subscriptions.

        my Disney plus does work. However, I can’t cancel it if I wanted to.

        I had sky sports on a promo, it was removed from my account in error, not by me, so even if I could add sky sports back, I wouldn’t do it for the full price. Somebody would need to arrange a price adjustment somehow.