Broadband upgrade has changed TV package

[--kyezer--]

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 from 350MB to 500MB for an extra £4 a month (no changes to anything else).  I have been having issues with wifi speed etc so thought this would be worth trying.  I sign up via the link that was sent and then shortly after on 2 Feb get an email from the WebTeam at Virgin confirming the upgrade to the Broadband.  All good.....or so you would think.

Sunday evening I notice that a bunch of channels are now not available on the guide.  So I go on my emails and see the pre-contract information sent through that day.  It shows the 500MB broadband, the total price is correct but somehow they have changed my TV service from Maxit to Mixit; yes they have actually reduced my TV package.  Maxit had c.190, Mixit is about 110.

Now 1) I never asked for that, 2) it wasn't mentioned in the broadband upgrade and 3) wasn't mentioned in the email confirmation I received on 2 Feb.

I queried this with Virgin via their chat function - started at 3pm today.  It is now 7.18pm and having been passed to various different people in various different teams nobody can explain why my TV service has been changed. Some have said I need to take out a new contract at a higher cost, some have said Maxit is no longer available. Which is plainly false as I have a contract for it from Jan23 to Jul24.  I have even uploaded copies of the emails etc I have received.  I am still none the wiser and now have a second day with a lesser TV service than I am paying for.  

I really do wonder how on earth such a simple thing could be mixed up.  At this rate I think the only option is to tell them to cancel the incorrect contract they issued yesterday, go back to my 350mb service and live with slow wifi (I don't have the energy to argue for wifi pods at the moment).  

I know (from experience) their service is iffy but this reaches new heights.........any suggestions?

[--kyezer--]

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

[nodrogd]

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@--kyezer-- wrote:

Thanks. Maxit may be legacy but I still had 6 months of my contract to go on it so I don't see how Virgin can remove it, that's breaking the contract. All I did was sign up for broadband upgrade yet they downgraded the TV element, when no TV changes were part of the broadband upgrade. It makes no sense why they did that.

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You can keep legacy items until there is a change in your package. ANY change to your package will result in legacy items being replaced, as they are effectively no longer sold. It is stated in Virgin's Terms & Conditions of service, & is not a breach of contract.

[--kyezer--]

It doesn't state that in the terms they sent me - if they had I wouldn't be querying it.  Plus the fact is I never signed up to anything apart from the Broadband change.  Why would a business upsell something and downgrade something in conjunction without making that explicitly clear - it would only ever result in dissatisfied and confused customers.

[--kyezer--]

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.

[Cardiffman282]

Jus a courtesy reminder to the VM forum team that GDPR requirements are still a thing and it isn't really okay legally to respond on the public forum with things like "the team have stated on your account notes that..." 

[--kyezer--]

Don't worry, I'm not about to go running to the ICO. Its not as if any information shared here can personally identify me so it's all cool ❤️

[--kyezer--]

Quick update on this - all amicably resolved in the end with the much appreciated assistance from Steven_L at Virgin. Definitely a good end to the week.

[Steven_L]

You're very welcome --kyezer--, glad that I could help to get this resolved for you 👍

Kind Regards,

Steven_L