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Incorrect package update

mrchoons
Joining in

Hello,

I contacted Virgin Media yesterday to understand why I was getting a “not eligible” message when trying to select the Sky Sports 18 months deal, despite not meeting any of the criteria for ruling me out which were specified in the promotional emails. I was fobbed off with a line that it is only a welcome offer for recent subscribers, although that wasn’t mentioned anywhere in the email!

I subsequently logged into my account and looked at the offers there, only to see the Sky Sports deal available to select!

I contacted VM again to discuss potentially swapping TNT Sports (which is in my current package) with Sky Sports, but was told that if I did that it would still pay the full Sky cost (not the deal) and I was better to go through the online offer as the help desk couldn’t match it.

I did that and received a confirmation email of Sky Sports HD being added for £19.25, with no other changes to my existing package.

 

I have now received a further email today, confirming that TNT has been removed and Sky Sports added, but still paying the £19.25 per month extra! This is not something I agreed to remove and was not specified in the online order to add Sky Sports, or the confirmation email after that transaction.

Has anyone else experienced anything similar? I would be grateful for any guidance on how to get this addressed, as VM appear to have changed my package without my authorisation, sending of misleading email promotions and incorrect telephone advice.

Many thanks!

1 REPLY 1

Ashleigh_C
Forum Team
Forum Team

Hi there @mrchoons 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you are facing this issue with your recent deal change. To confirm, if TNT was included in your current deal then you would not be able to swap this out for another service, and the other service would be charged.

There have been updates to TNT recently as it has become an add on service, however if you have Maxit TV and have not requested this to be removed then you should have received an email to add the service back on without charge. 

We do not typically handle package changes via the forums, but if you give our team a call on 150/0345 454 1111 then they will be happy to look into this with you.