Anyone else being continually lied to ?

[Stereophoney]

Has anyone see experienced continuous lies regarding their TV package ?

My deal was up for renewal, I logged into my account and was offered my existing package at a lower price, ace I though and accepted, then I noticed TNT sports had been removed, when I queried this I was told that channel is no longer part of the Maxit TV package and would cost more money, my deal paperwork shows it clearly is, then I'm quoted an additional £18pm to add it, I reluctantly agree for customer service to tell me it actually another £5 on top of the £18 quoted, Virgin just keep lying about the price. My hub doesn't work properly which they won't replace, I'm just starting to wonder why I actually stick with Virgin.

[japitts]

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@Stereophoney wrote:

TNT sports had been removed, when I queried this I was told that channel is no longer part of the Maxit TV package and would cost more money, my deal paperwork shows it clearly is

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If you have paperwork or a screenshot showing that TNT Sports should be included, post it onto this thread. Forum staff can then deal with that however they see fit.

Maxit has been withdrawn since 2023 and replaced with Mega TV which doesn't include TNT Sports. All contract migrations since Sept 2023 would have resulted in a move to Mega-TV.

[japitts]

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@Highway wrote:

The issue is not that the OP has explicitly been told that they will still get TNT, the problem is with the wording of the offer. There have been many posts on here where the poster claims they have been offered “the same great package...”, only to find that TNT has been removed.

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All of which would be covered by @Stereophoney confirming what promotional material they've relied on and were sent.

[Stereophoney]

I’ve attached 3 screenshots, one of the new contract with date (minus personal info), one of my current package as per the VM app and one of the expanded ‘included’ tab as shown in that picture. 

 

 

 

[japitts]

The service change receipt purports that you're moving onto Maxit TV from 13th July 2024. That's highly unusual of itself, any package change normally means you move to the nearest current bundle.

One for the forum staff for sure now, although I will be interested in the outcome.

[roy247]

How much did your monthly contract go down, was it £18 a month to cover the cost of adding TNT back to your contract if you want it. Was the £5 a one off charge for something.

What's wrong with your hub ?

[Stereophoney]

Well it’s actually difficult to say because I’ve been given several prices for the package so it’s anyone’s guess which one is the accurate quote. 

The hub has a couple of dead ports but when VM run a test it says it’s working, I’ve got multiple items working from one port. 

[japitts]

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@Stereophoney wrote:

The hub has a couple of dead ports but when VM run a test it says it’s working, I’ve got multiple items working from one port. 

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I'd put a separate post about the hardware fault over in https://community.virginmedia.com/t5/Speed/bd-p/Speed 

By all means put a link in here.

[Molly_T]

Hi Stereophoney 👋 Welcome back to the community forum! Thanks for posting. 

Sorry to hear these concerns about your package change and what's included (specifically TNT sports). We'd need to take a closer look at the account to investigate what's happened and help get it sorted for you. 

When taking out a package change you should receive documents outlining what's included, along with any terms and conditions. It does look like you've received these documents from the screenshots you've posted above. 

I'm also keen to take a closer look at what's happening with the hub so we can arrange an appointment or replacement for this if needed too. We will look at both things after running through some account information via PM. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞