Refusing to honour offered discount for Sky Sports HD & dodgy sales through WhatsApp

[ycheng5020]

I received an email offering me Sky Sports HD at a discounted price of £19 per month. I bought it and I received an order summary the same day, confirming that I added Sky sports HD for a monthly payment of £19.

About a week later, this package had still not been activated. I contacted Virgin Media WhatsApp, and sent them the required screenshots of the offer email and confirmation email. and they said that it can take up to 15 days; if it was still not activated 15 days after my order date, I should contact them again and they would add it manually.

More than 15 days after my order date, I duly contacted the Virgin Media WhatsApp, and sent them the same screenshots, as well as the screenshot clearly showing that I was told to contact them again after 15 days, so that they would manually apply the discount.

I was then told "there might be some issue" but if they added Sky Sports onto my account it would cost £92.75 per month (?!); I was then immediately suspicious since the base price of Sky Sports HD as far as I know is £38.75 per month. In addition, this person I was talking to through Virgin's WhatsApp did not tell me their name, unlike the person I spoke to when I first contacted them.

Aside from that, I have gotten nowhere with actually getting Sky Sports HD onto my TV for the price I actually paid for it (£19). I am thinking of filing a complaint, but I am not really expecting that to have any use, as well as the fact it could take 28 more days.

[Reece_MH]

Thanks for coming back to us ycheng5020. I appreciate the frustration that this is causing, especially when you're looking to watch the content as quickly as possible.

Can you please confirm for us how you were offered the original deal? As mentioned previously, our promotions do change throughout the month, but they also change through different channels, such as the call centres, online or via email.

The documents are automatically generated and sent when the promotion/offer is accepted. However, if none have been generated, then our teams cannot re-issue these, or honour the new pricing.

It would be best to attempt to re-order the promotion through the original method you received it, and let us know if there are any further issues.

Thanks,

[ycheng5020]

I was offered the deal through email. 

So, the implications of what you're saying is that you can offer any deal, have the customer accept it, but as long as the documents are mysteriously not "automatically generated", you do not have to honour any deal that you've offered?

Of course, now when I try to claim the £19 deal through the link shown in the pic above, I get an error message (although the £29 Sky Sports HD + O2 sim is still available). Convenient for you isn't it...

Finally, you never answered one of my questions, so I will copy it here again: 

I was explicitly told that after 15 days, I should contact VM again, when my discount and services would be applied manually. This has not been the case. If "the order [has] not gone through", as in your words, why was I told to contact you again 15 days after the order, wasting many hours yesterday?

[Reece_MH]

I appreciate the frustration this is causing, ycheng5020. However, I was just advising you on the processes we have in place for circumstances such as this.

In regard to your question, as seen in the small print of the original email, there is a turnaround time of 14 working days for this to be processed by our Back Office Team - but if no documentation has been generated, then this may not have been picked up.

I'm going to send you a private message, so we can look into this and assist you further. Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages".

Thanks,

[ChelsSteve90]

Hi mate. Did you get any progress with this? I received the exact same email and have had the exact same happen to me since

[Reece_MH]

Hi ChelsSteve90 👋

Thanks for your post, and welcome to the Forums.

I'm sorry to hear you're experiencing a similar issue. For clarity, can you expand further on the issue you have faced, or is it identical to the issue faced by the original poster, ycheng5020?

How long ago did you make the change? Have you received any documentation from the back of the order?

Thanks,