Choose this deal and keep your current Virgin Media plan without losing anything...

[wisedroid]

Hello

I was offered a renewal deal on MyVirginMedia which clearly said that I would not lose anything in my deal. The pre-contract was missing my additional v6 box and TNT sport. I checked this with 2 different chat agents who assured me they would be included, so I went ahead.

I've now had the final contract through and they are missing. I have screenshots/transcripts of all the chats and original offer. What is the best way to resolve this?

Appreciate your help as always!

[wisedroid]

Thank you - let’s see what they say. Really wish I hadn’t done this and now worrying about all the other changes which might end up happening (e.g. hope this isn’t a sneaky way to try and get me on 360 again)

[wisedroid]

To the forum team when you get to this one - on balance (for ease rather than spending ages arguing) I’d like to just keep my existing rolling contract and review in October as per my original plan.

Please can these changes be stopped before they are applied? I assume that’s easier than waiting until after the fact.

[wisedroid]

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@japitts wrote:

I think you're falling through a marketing crack here, your initial post suggested that you had a live-chat or similar, which confirmed TNT Sports would be included on any new deal.

Not to demean the wording of the screenshot you have, but that's poorly-worded marketing rather than CS agents caught saying things they shouldn't. Edited to add that I can see you've now posted a second reply with CS agents scoring another own-goal with TNT.

It amounts to the same end result though. Maxit is a legacy package and has not been available to re-contract since Sept 2023. A new renegotiation will result in being moved to Mega, which doesn't include TNT.

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Just on this point, why with VM do we seemingly need to decode and understand their internal changes to figure out whether what is being offered is genuine? Then to be fair its possible normally get things sorted (like when I was missold TV360) but it takes a load of chats/escalations etc. This time around I don't have time for a lengthy debate with support so I hope I can just get my existing deal back.

[Gareth_L]

Hello wisedroid,

Thank you for bring this renewal offer to our attention. 

We've noticed a few renewal offers coming to us and not matching up once they've been applied.

What I would like to do is send you a private message to take details and pass security.

Once that has been done. It will be possible to match the offer for you.

If you can check your logo at the top right of your screen that would be great. 
Regards     
Gareth_L
 

[wisedroid]

Thank you Gareth. I have now replied to you - really appreciate this.

Just FYI I did raise a complaint too asking to put my contract back but I'll reply and say you have responded on here.

[Gareth_L · Accepted solution]

Thanks for your time today wisedroid.

Glad to be able to help get this renewal offer investigated and fixed.

if you need anything else, you know where we are.

Gareth_L

[wisedroid]

Fantastic and rapid resolution - thank you so much Gareth - really appreciate it!

[crankyjimmy]

Just like you wisedroid i too got an offer from virginmedia via My Virginmedia app, "Choose this deal and keep your current Virgin Media plan without losing anything" and like you i have a second tv box and TNT sports, the offer itself is ok, not brilliant but not bad, but i'm so wary of accepting, cant do with hassle of calling Virginmedia and talking to someone who is not that helpful, i enter my final 30 days of contract next week, so think it might be best talking to retensions department, finger crossed.