Contract confusion

[Jenian]

May 23 revised contract with discount accepted. Later sky sports added with discount.  5th Sep online TNT sports premium add-on accepted with contract showing to be activated later with correct monthly charge.  No activation until 19 Sep a contract received bearing no resemblance to the one agreed. Phone call resulted in assurance new contract would include TNT sport with previous two joining new 18 month contract and their discounts applied. Today's (20 Sep) contract shows no discounts and a single bill £40 more than agreed over the phone. This was for future bills after adjustment for interim and next month's charge.  Am I to look forward to monthly manual discounts as mentioned in a previous post? Advice please on suggested course of action.  Since checked TNT sports has been activated. 

[Joseph_B · Accepted solution]

Hey @Jenian,

Welcome to the Community Forums and thanks for the post.

Sorry to see this has been happening, if over the phone the agent stated a manual discount would be applied, this will be applied each month and will show on your bill as an extra discount, it won't show as part of your package/contract as this is something the system adds separately, if you have been told this will get added you will be able to see it from your next bill when it produces.

Joe

[Jenian]

Was put through to retentions, informed previous 19 Sep contract still valid, should have been activated as such, yet seemingly erroneously superseded by current contract.  Have received same CSS from retentions, hopefully to be followed by contract to be agreed and signed. How long will this take?  Last time there was no action from 5 - 19 Sep and then current package incorrectly installed.

[John_GS]

Good afternoon @Jenian 

Thanks for coming back to the thread.

I'll send you a PM now.

[Jenian]

John thank you for your offer of assistance.  Delay in replying this end result of my ignorance of procedure. Hope you've received requested info.

[Kain_W]

Hi Jenian,

John is currently out of office so I've assigned this to myself to gain an update.

I've dropped you a PM to discuss further.

Regards,

[Jenian]

Thanks Kain. In the meantime made further phone call to retentions at 0800 as suggested to determine what would be lost/gained by cancelling TV package during 14 days grace.  TV would be lost yet knowing this was offered  200+ channels.  Then asked about my broadband use, suggesting it should be increased to allow for extra streaming, gaming etc,etc. Next landline increased for possible international calls. Finally, after being  told I do not have a mobile pushed hard to get me to take an O2 sim.  Had I phoned Sales?  Best get out of here quickly as he might have annoyed by cancelling everything. One has to laugh.  Sympathy goes to the Forum Team who clean up the mess left by these untrained, must make money operatives that Virgin now employ.  Previously it was excellent ever since a trench was dug. Now, Oh Dear!

[Kain_W]

I can certainly appreciate the frustration caused with this matter, I've not yet received a response on this however let me chase this up again for you!

[Jenian]

All resolved eventually with much thanks to forum members but especially Ashleigh-C.

[Vikki_M]

Hi Jenian

Were happy to hear this is now resolved 🙂

I will pass on the feedback to Ashleigh.

Take care.