Broadband upgrade has changed TV package
I signed up to a contract in Jan 2023, which has 18 months to run; 350MB plus Maxit TV and phone line etc. On Friday afternoon I get a text from Virgin offering me the change to upgrade my Broadband...
Forum Discussion
Steven_L
Forum Team
Forum TeamHey --kyezer--,
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 new package at the moment.
I have looked into this and the team have stated on your account notes that a new package has been created with the two parts of the package that you wanted 500MB and Mega TV, which is in place of MaxitTV, which can no longer be added to your account as a new package, you had it on your account as part of your package previously as it was the contracted package that you had but once your deal came to an end or as in this case took out a new package, you would no longer be able to take that package anymore. The new package can take up to 15 days to be added to your account but hopefully this can be done sooner for you.
Kind Regards,
Steven_L
Thank you Steven_L. I don't understand why a new 'package' had to be created though. On Friday the text message offer was for broadband to go from 350M to 500M for £4 a month. There is no reference whatsoever to changing any other part of the contract I signed in January 2023. That is how I don't see why the TV was altered - I never asked for it and it was never mentioned in any small print. Effectively by changing my TV without my consent is a breach of the contract I had (which ran to Jul24). I am now without the channels I am paying for on the basis of a contract that was incorrectly issued/amended on 4 Feb. I am still not totally sure what I am going to end up with either - I do appreciate you have tried to explain.
- Steven_L
Thanks for coming back to us --kyezer--, you should have been advised about the TV package change but this was also on the new contract that you agreed to showing as Mixit TV but this should also have been explained to you that it was being changed. I can look further into this via private message, if you'd like to do so, please let me know.
Kind Regards,
Steven_L
Hello Steven_L, yes please that would be helpful. The text and email I had confirming the Broadband change make no reference to changing anything else, I can provide copies via private message if necessary.