TNT Sports activation and cencellation

[GrouchoSeven]

Grim customer service.

I paid for TNT Sports ONLY to watch the rugby Autumn Internationals series. Subscribing is a check box. Cancelling is a 2 hour wait on WhatsApp. 30 day notice for cancellation once I did get through and yet you cut off my access immediately.

1. If you can take my money with a tick of a box, why can't I remove my subscription in the same way?

2. How am I committed for a further 30 days with no access to what I have paid for?

[japitts]

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@GrouchoSeven wrote:

I paid for TNT Sports....30 day notice for cancellation once I did get through and yet you cut off my access immediately.

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Something's gone wrong there.

Premium channels come with 30days notice - you both pay for, and retain access to, those channels for the duration of the notice.

[GrouchoSeven]

I was watching a match when the request went through and lost service a few minutes after.
I checked via my box and the TV Go app.
Nothing.
Really disappointed. 

[HavencroftKev]

Yes, this now appears to be what VM now do.

Take your money for the 31 days, but as soon as you cancel by giving your 30 days notice they remove the channels.

Japitts is correct you're supposed to have the service you paid for. This is probably a result of poorly trained staff, just like the current contract renewal debacle. 

[Paul_DN]

Hi GrouchoSeven,

Thank you for reaching out to us in our community and welcome back, we are sorry to hear that TNT went off while watching a match, when removing a premium add on such as TNT and Sky Sports this is 30 days notice and shouldn't go off straight away apologies if this was not the case, any removal/ downgrade unless it is a Stream box needs to be done by calling us, apologies for any inconvenience caused.

Regards

Paul.

[HavencroftKev]

Hi Paul_DN

It's great you have responded so quickly, however I doubt your apology will be much comfort to GrouchoSeven.

Maybe try offering a solution? £18 credit on his account or a month of TNT free of charge would be a good start. 

[GrouchoSeven]

Paul,
I hadn't seen this reply and am currently in a DM conversation with a VM representative on X.
Another 2 hours of my life I'll never get back.
So far I'm still staring at a purple no entry sign on TNT Sports One.

Can you confirm if this is being resolved please?

[GrouchoSeven]

The rep on X has now closed the conversation without resolution and passed me to you Paul.
Extremely frustrating to say the least.

[Ayisha_B · Accepted solution]

Hi @GrouchoSeven 

Upon checking our systems, we saw that you had already posted on our Forums so directed you back here.

As we had already passed DPA with you via Twitter though and hadn't got that far here, we will close this thread down now and resume our chat via Twitter DM.

Please do in future stick to one channel of communication for the best support.

Many thanks

[GrouchoSeven]

This has been resolved.
Thanks to all who contributed.
I would say that the process is far more complicated than it should be.
This isn't the fault of any individual VM representative. They've all tried to be helpful.
The system makes it very difficult to manage subscriptions and I'll likely not subscribe to any premium service again.