Contract renewed "as is" yet now missing channels

[ricksherlock1]

I agreed to renew my contract with all existing Services and additions incl. Sky Sports Ultra HD. My contract even states add on for Sky Ultra HD. This channel is now missing from my list and is asking for me to subscribe even though I already do. 3 hours on IM to Virgin support has not resolved this and they're dispatching an engineer. It was working previously! Do I really need an engineer visit? Feels like there is an error Virgins side on setup. 

[Molly_T]

Hi Ricksherlock1 👋 Welcome back to the community forum! Thanks for posting. 

Sorry to hear about these concerns with your Sky Ultra HD channels! 

We will need to take a closer look at the account to see what's happened here, and offer further support. (There's likely some issue at our end with your services or subscription, rather than an issue which would need an engineer.) However, we would need to investigate further to confirm. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

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. 🌞
 

[Molly_T]

Hi All 👋 Just returning to update the public thread!

Thanks to Ricksherlock1 for PMing with me. I was able to confirm the details needed to take a closer look, and we have now resolved the issues with Sky Sports UHD access. - No need for an engineer!

Glad to see it all sorted! You know where to find us if ever needed in future. Wishing you all the best! 🌞