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Renewed contract and lost tv channels

Joining in

Hi there,

I received an email saying my contract was ending and offering me 20% off to stay with Virgin. The email said it was the ‘same great package, even better price’.

We renewed by clicking the link in the email only to discover we have now lost loads of tv channels. It seems our tv package has changed from Mix TV to Mixit Tv.

We have spent an infuriating 5 hours this evening trying to speak to someone both by phone and on WhatsApp only to be cut off mid-conversation as the person had finished their shift.

I have no idea how to resolve this. Just want what we had before, would never have renewed if I new we’d lose tv channels we really enjoy. 


Very Insightful Person
Very Insightful Person

There's been a few similar posts recently. Do you have a copy or screenshot of the email clearly stating "same package"?

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Hi @HN17 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear what's happened and about the problems you've been having getting it sorted out 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.


Hi Daniel,

Thanks for getting back to me, will reply to your private message.



Hi Holly, no problem at all. 

Please reply whenever you're ready.


Joining in

Hi Holly, did you get this sorted? The exact same has happened to us

Hi, yes we did in the end. Although, not for the 20% off they originally offered. We’ve ended up with the same package for £1 less.. Daniel from Virgin (who contacted me through my post here) was really helpful after we nearly lost our minds trying to sort it out through the chat feature or on the phone. So didn’t get anything like the offer they emailed us, but it was sorted eventually…

Glad to hear this has been resolved for you. 

Matt - Forum Team

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