Can't revert to my previous package

[Bluesfan]

Spoiler

I renewed my contract on 12th August and was happy with the deal until I discovered that TNT Sports had been removed from my bundle.

So last Friday (16th Aug) I phoned customer services to find out what had happened and was informed me that TNT Sports was no longer included with my new 'Mega TV' package (which, incidentally, I had no knowledge of and is not mentioned on my new contract).

The agent said she could add TNT Sports for an extra £5 to which I agreed.

However, when I saw the new contract, I was horrified to see that it includes a subscription to Netflix which I neither want nor need. My wife and I rarely watch any films on Sky Movies as it is!

This is made far worse when I read that, from month nineteen, I would be charged an extra £100 per month for a service I won't use! The monthly price jumps from £117.50 to a staggering £221 which, as a pensioner in his seventies, I just cannot afford.

I phoned again yesterday to cancel the contract but the agent just ignored everything I told him and insisted that this was a great deal. I told him I did not want a subscription to Netflix or Sky sports/Movies UHD but he just said he could remove Netflix from the package but I would still have to pay for it. 

I have spent today reading countless posts on here and elsewhere and it has been confirmed that I am entitled, under the terms of the 14 day cooling off period, to cancel my contract and to revert to my previous contract which, as I have stated, was only renewed on 12th August.


I saw a post on this forum from a customer with exactly the same problem and someone from Virgin apologised for his inconvenience and arranged to cancel and then revert to his previous contract.

Please, please could someone assist me as well as I simply cannot face another pointless conversation with customer services!  Obviously, I still wish to add TNT Sports to my previous package!

[Bluesfan]

I recently renewed my Virgin Ooomph package which includes Maxit TV. This is written on the contract I was sent and Maxit TV also appears in my subscription details on the Virgin Media website.

To my surprise and dismay, I have discovered I am no longer subscribed to TNT Sports and a window appeared telling me to upgrade to include TNT when I select a TNT channel on the guide.

I phoned the number on the message and spoke to a very nice Asian woman. I am a pensioner in my seventies and hard of hearing so I found it difficult to understand a lot of what she was saying.

I explained the situation and she informed me that TNT Sports was no longer included with my new 'Mega TV' package (which, incidentally I had no knowledge of and is not mentioned on my new contract).

The agent told me she could renew my TNT subscription for little more than my current subscription so I agreed to the renewal.

However, when I saw the new contract, I was horrified to see that it includes a subscription to Netflix which I neither want nor need. My wife and I rarely watch any films on Sky Movies as it is!

This is made far worse when I read that, from month nineteen, I would be charged an extra £100 per month for a service I won't use! The monthly price jumps from £117.50 to a staggering £221 which I just cannot afford.

What can I do? Any advice would be greatly appreciated.

[Paul_DN]

Hi Bluesfan,

Thank you for reaching out to us in our community and welcome, sorry to hear there is a few issues with the new package you have recently signed up to.

TNT previously BT Sports is no longer associated with any bundle/ package and if require is £18 per month however this can be added at anytime and is subject to 30 days notice when removing, some packages will still show this if selected.

When signing a new contract the pre contract information will show everything included, once agreed you do have 14 days to change your mind if the agreed package is not what you thought or need, you would need to speak to our Customer Relations team on either 150 from a Virgin Landline or 0345 454 1111 from any other phone, options 1,3 then 4.

With the price after month 19 this is telling you the full price once the discounts/ contract ends, we do advise negotiating a new deal at month 17 so you do not end up paying the full price and your 30 days notice will end as the contract does.

Regards

Paul. 

[Cardiffman282]

Bluesfan do please let Ofcom know all about your 14 day cooling off period cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult...

[unisoft]

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@Bluesfan wrote:

Spoiler

I renewed my contract on 12th August and was happy with the deal until I discovered that TNT Sports had been removed from my bundle.

So last Friday (16th Aug) I phoned customer services to find out what had happened and was informed me that TNT Sports was no longer included with my new 'Mega TV' package (which, incidentally, I had no knowledge of and is not mentioned on my new contract).

The agent said she could add TNT Sports for an extra £5 to which I agreed.

However, when I saw the new contract, I was horrified to see that it includes a subscription to Netflix which I neither want nor need. My wife and I rarely watch any films on Sky Movies as it is!

This is made far worse when I read that, from month nineteen, I would be charged an extra £100 per month for a service I won't use! The monthly price jumps from £117.50 to a staggering £221 which, as a pensioner in his seventies, I just cannot afford.

I phoned again yesterday to cancel the contract but the agent just ignored everything I told him and insisted that this was a great deal. I told him I did not want a subscription to Netflix or Sky sports/Movies UHD but he just said he could remove Netflix from the package but I would still have to pay for it. 

I have spent today reading countless posts on here and elsewhere and it has been confirmed that I am entitled, under the terms of the 14 day cooling off period, to cancel my contract and to revert to my previous contract which, as I have stated, was only renewed on 12th August.


I saw a post on this forum from a customer with exactly the same problem and someone from Virgin apologised for his inconvenience and arranged to cancel and then revert to his previous contract.

Please, please could someone assist me as well as I simply cannot face another pointless conversation with customer services!  Obviously, I still wish to add TNT Sports to my previous package!

---

On this simple, online form (direct link), please let the regulator OfCom know about your experience of cancelling. You would think you would get confirmation by email or letter. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

Agree with Cardiffman282, just posting the direct link to the Ofcom form.

[Molly_T]

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

It looks like you also posted about this same issue 👉 here 

We no longer offer Oomph Packages, or new packages with Maxit TV. All new packages have Mega TV which sadly does not include TNT sports. You can find a full guide of what's included in Mega TV Here 👉 https://www.virginmedia.com/virgin-tv-edit/tv/virgin-tv-360-channel-guide 

However, we'd like to help get this resolved for you, and can take a look at the package you are on to ensure that you have the best price available, including the services that you want, and that this is active on your account. 

It's also worth mentioning that all contracts are for a fixed period (usually 18 months.). This also means any discounts applied to your total service cost are applied for the fixed contracted term, and when this comes to an end you will automatically see an increase in the package price. You just need to get back in touch with us ahead of your contract coming to an end to agree a new package deal and this will ensure you don't miss out on having active discounts, and a reduced service cost. 

We will just need to send you a PM to confirm a few account details so we can take a closer look at your package and offer support. 

I will do this for you now - 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. 🌞

[Bluesfan]

Thanks for getting back to me, Molly.

As I explained, I was OK with my new contract which I agreed to on 12/08/24. However, on seeing that TNT Sports was missing, I phoned to simply add it to my package but ended up with this new contract which I neither want nor asked for. All I want to do is revert to my previous contract (12/08/24) and then add TNT Sports. 

Why is this so difficult? 

P.S. I messaged you with the information you requested.