Contract Renewal Problems

[mh52]

My contract came up for renewal and I was offered via a link to "renew". To me that meant renewing the package I already had and the same elements as before (at a lower monthly cost as quoted) which included TNT Sports. I then had an email saying thanks for making those changes....we've removed TNT Sports. I didn't ask for TNT Sports to be removed, or any other changes. I see various answers saying it's now a premium add on. I get that BUT it's entirely dishonest to offer a new contract (tied in for 18 months) via a one click "renew" when it's not clear the package is not the same. If you are making changes to a contracted package or will on renewal this should be clear. Virgin needs to change this practice which I will be pointing out on other sites. 

[unisoft]

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@mh52 wrote:

My contract came up for renewal and I was offered via a link to "renew". To me that meant renewing the package I already had and the same elements as before (at a lower monthly cost as quoted) which included TNT Sports. I then had an email saying thanks for making those changes....we've removed TNT Sports. I didn't ask for TNT Sports to be removed, or any other changes. I see various answers saying it's now a premium add on. I get that BUT it's entirely dishonest to offer a new contract (tied in for 18 months) via a one click "renew" when it's not clear the package is not the same. If you are making changes to a contracted package or will on renewal this should be clear. Virgin needs to change this practice which I will be pointing out on other sites. 

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After giving VM Forum Staff the chance to sort the issue out, on this simple, online form, please let the telecoms regulator OfCom know about your experience of contract renewal and removal of services without prior notification of the change and agreement.

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

[Akua_A]

Hi @mh52 

Welcome back to our community forums and sorry to hear you are having issues with your package. We can confirm that TNT Sports is now an add-on as seen here. To look into your current package and to best help, we will send you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

[HavencroftKev]

Akua, you have said TNT is NOT an add on.

This is wrong please correct your post.

Also the link you gave does not explain that TNT sports is now not offered as part of any package deal. It is poor communications like this which cause people so much confusion.

mh52, check your renew wording very carefully. 

On mine right at the very bottom in very small print it says "Just a heads up we no longer offer TNT sports as part of our packages" or something along those lines.

[Akua_A]

Hi @HavencroftKev

I apologise there is a typo in the last message. It should say "We can confirm that TNT Sports is *now an add-on as seen here The given link shows how it can be added to your package as an existing customer. You may also find the following link useful. Please let us know if you need any further help with this.

Thanks,