TNT Sports removed from package

[archercj]

I have just had one of those 'amazing' early contract renewal emails. Mine does state that TNT is now not part of the package but on closer inspection there are a lot of other differences to what I am currently on (no mention of Netflix or a 2nd box or UHD).

So I responded to the email asking for a revised quote based on my current package (which I listed) and of course got an email bounce back simply saying go to their web site for further inforamtion.

Did that and proceded with the online chat only to get no where and end up in Whatsapp where I have been waiting for several hours now without any response. 

Ive already made my mind up to leave Virgin when my contract is up for renewal in January. The sad thing is the actual broadband and tv service is very good (I have had BT and Sky in the past). It is just the lies and deceipt at contract renewal time that stinks.

[John_GS]

Hi @archercj 

Thank for posting and welcome to the community.

In order to discuss the renewal, please either call the team on 150 / 0345 454 1111 option 4 or continue the Whatsapp chat and the team will assist further,

[roy247]

You need to check your My Virgin Media account, at some point you will see a renew your account offer from the web based retentions team. It was the best offer I got even after speaking to the UK retentions team who basically were offering a worse deal than letting the contract roll over per month.

Problem was it didn't start, had to get help from the forum team to activate the contract.

[Reddevile182]

I have been on the phone with Virgin Media for almost 3 hours with no luck! 
I re contracted under the impression I was keeping everything I had with faster broadband like it was advertised to me. Lo and behold they have removed my TNT sports now, how on earth am I supposed to watch United fail miserably in the Europa League now?

I had no notification of this being removed or no warning whatsoever! I’m very disappointed and have taken this to trading standards under false advertising.

[Carley_S]

Hi @Reddevile182 

Welcome back to the community forums

Sorry to hear of your concerns with TNT being removed from your package. We no longer offer the Maxit TV package, as this is now the Mega TV package which sadly no longer includes TNT sports. 

Does your new contract advise that TNT was an add on at all, or that your new package included Maxit TV rather than Mega TV? You can see this in the pre-contract summary sheet and information we sent before you gave consent to a contract change. 

[Reddevile182]

Hi Carley, 

the contract agreement states Maxit TV as the main service, therefore, as advertised on your website when offered a re-contract, it stated TNT Sports Maxit TV, as seen in the screenshots. There is no mention of Mega TV. 

[Vikki_M]

Hi Reddevile182

Thanks for providing that screenshot.

I'll send you a private message now so I can take a closer look at what's happened.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[archercj]

@John_GS

You advice to call the team on 150 / 0345 454 1111 option 4 or continue the Whatsapp chat and the team will assist further isn't going to happen.

I went through the online chat/Whatsapp procedure and I am still awaiting a response to my WhatsApp request over 48 hours later. I found that, as a customer, very discourteous.

Perhaps Virgin want to remember what a customer is - someone that pays between £1000-£2000 per annum for you services.

Oh and as for ringing the number. For starters I havent got 2-3 hours to waste and when I do I will be told that the email is not correct and that actually the figures between 50-100% higher. Then its a battle to rey and get the same contract.

Can I give you advice. Remember we are all customers and you have our contact details. maybe, just maybe, someone should ring us cutomers back. if you valid your customers that is

[HavencroftKev]

That's the problem, I think Virgin has become completely disconnected (excuse the pun) with the real world and it's customers and don't care about us one bit. 

We are simply seen as vessels to make more and more money. 

[rainbowgirl13 · Accepted solution]

Exactly the same thing happened here.  My existing package seems similar to yours.  I spoke to an agent on Whatsapp the other day and was told that they don't have access to whatever is offered to us on My Virgin Media, couldn't see the details of it, couldn't accept a screenshot (convenient, eh?) so couldn't match that price.  In that chat I was offered TNT Sports as an add-on for £10 rather than £18.99, whereas in the contract documents I'd been emailed there's no mention of it even being removed, and they still talk about Maxit (which I've since learnt doesn't exist now, and its replacement Mega doesn't include TNT)

They need to get their story straight and stop feeding us lies.  I'm now trying to psych myself up to go and chat to them again!  🙈   Can Carley or Vikki in the Forum team help me too please?