TNT Sport Channels missing after contract renewal.

[utonnil]

On Friday 15/11/2023 I renewed my contract for a further 18 months via your online chat. During my chat with Renante I was told I could renew the same package for a price that I accepted. I even confirmed this offer by typing If this was the same package then that would be okay. 

However we find that we are now no longer able to view any of the TNT sport channels that we had access to prior to the contract renewal.

If you need to check the online chat thread I can provide the time that the conversation started for you to confirm. Unfortunately we as the customer don't appear to be able to retrieve this conversation.

Thanks

[japitts]

You've not said, but I presume you were on the Maxit package before the re-contract, this included TNT Sports as standard. That TV tier is now legacy and has been replaced with Mega-TV which is the same except TNT Sports is now a chargeable extra.

You have two things in your favour here - you are within the 14day statutory cancellation period to revert to your previous package, and renegotiate on an informed basis, knowing that TNT Sports will now be an additional £18/month.

Secondly - do you have screenshots of the agent confirming "same channels" or "TNT included" or something equally clear? That will make the difference between an uphill struggle and a strong case.

[Matthew_ML]

Hey utonnil, thank you for reaching out and I am so sorry to hear this.

As mentioned above this is true, the package has now been renamed this.

Did you have screenshots at all to say TNT sports would be included ?Cheers 

[utonnil]

Unfortunately no as this was my first use of your online chat process and was unaware that unlike other companies I wouldn't be given the chance to email the conversation to myself at the end of the process. 

But the lesson has been learnt especially now I know that the info provided by your agents may not be entirely accurate

The conversation took place with your agent Renante on 15/11/2023 and started at approximately 15:30 GMT and finally finished 1 hour later. That should enable you to retrieve that conversation.

Alternatively how can I request a copy of this conversation under the data protection laws as my name was provided along with my email address etc?

[Cardiffman282]

https://www.virginmedia.com/help/dsar-faq

[Ashleigh_C]

I'm so sorry again that this has happened @utonnil and a big thank you to Cardiffman282 for their help and link here.

Have you been able to request the DSAR via the link?

[utonnil]

Yes, I managed to make a DSAR but as it takes a month to reply then I need to seriously consider if I wish to stay with Virginmedia.

We have used Virginmedia and ntl before it since the year 2000 and have 3 virginmobiles in the house too.

I have until next Wednesday to invoke my 14 day cooling off period to decide if I wish to stay with a company that I feel I can no longer trust.

[Kath_F]

Hi utonnil, 

Thanks for coming back and confirming that you've been able to request the DSAR. It can take up to 28 days but it can also be a little sooner than this. 

We understand you need to do what's right for you so if you do wish to cancel, please ensure you call the team on 150 / 0345 454 1111 to ensure they process this for you. 

Thanks, 

[utonnil]

Thanks for that, fortunately I am at the end of my 18 month contract so should be able to escape if I decide to. Just need to investigate what other solutions are available in my area. 

[Daniel_Et]

Hi @utonnil, 

We're sorry to hear you're thinking of leaving us 😔

If you decide that's what you'd like to do, advice on the different ways to cancel can be found here.

Regards,
Daniel