New Contract questions

[ds2019]

Hi,

I've begun a new contract with Virgin Media today but need a few things explaining. 

These are the services (not included Telephone services here)

M500 Broadband

Mega TV

Sky Sports and Cinema Collection

Virgin TV 360 box

Add-ons

Netflix Standard with Ads

TNT Sports

It says the monthly price plus add-ons £18.00

I don't want Netflix or TNT sports, why has this been added? I don't want them. If they are removed, will my bill be £18.00 cheaper?

Also, the Sky Sport channels aren't on yet.

I'm waiting for the new hub/router, arriving Friday. 

Finally, I asked a couple times to speak to the retentions team but was not put through. The customer services operator helped but I should have been put through to the retentions team when I asked. 

Can someone look through the new contract and reply to my questions please.

Thank you, 

Drew

[Robert_P]

Hello Drew

Sorry to hear of the confusion around your package and the changes made, we appreciate you taking the time to raise this via the forums.

The documentation should explain each factor of the package, the additional £18 would be for TNT but may include a discount for the duration of the contract so removing this may not reduce it by the full £18. All discounts should be explained on the contract.

[ds2019]

Hello, Thank you for your reply.

Yes I understand that removing something may change discounts etc.

I don't want Netflix or TNT to be honest though.

Sky Sports was added to the package but I haven't got access to these channels yet.

I'd like to speak to the retentions team but they just don't want to put me through. I don't want to keep explaining everything to them and still not being forwarded to retentions, I have a disability and my account is flagged with this. 

Can retentions team call me?  

Thank you for your time. 

[Tom_W1]

Hi Drew, thanks for your reply.

Unfortunately we can't schedule phone calls but as you're experiencing difficulties, please let me send you a PM so I can investigate further for you.

Expect this to arrive shortly and respond directly when you can!
Many thanks

[Tom_W1]

Hi Drew, thanks for your reply.

Unfortunately we can't schedule phone calls but as you're experiencing difficulties, please let me send you a PM so I can investigate further for you.

Expect this to arrive shortly and respond directly when you can!
Many thanks