Unwanted package change

[Elgeet1]

What a shambles. I tried adding TNT sports for a month via my account on the app. It didn’t go through and never got the channel. I contacted support who (after a 30 minute wait via WhatsApp) said the change didn’t go through.  I pointed out that I’d received new contract information and that I no longer wanted the change. (The charging wasn’t what I’d expected and, as usual, utterly overly complicated.) I was assured there was no change to my contract. 

I have now received an email telling me what my new bill will be (£14 increase when it was supposedly £10). 

Speaking to someone will take up half my day - any tips to get this resolved?

[Kath_P]

Hi Elgeet1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there's been some confusion around adding TNT Sports. When you've made changes online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them until they are processed by the back office team. You would have received a pre-contract document after the changes were made rather than an official change in contract. 

Depending on the offer you took, this will depend on whether there is a cancellation period or whether it's an add on. Let's take a closer look to see what's what and we can then advise from there. We will need to confirm some information with you in order for us to proceed with checks. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Elgeet1]

Thanks. It’s very frustrating that different VM people see different things. This is why I left VM after so long the first time. The internet service is decent but the customer service and billing/contract shenanigans is such a variable experience. Terrifies me ever trying to adjust the service/package as this is what happens!

From requesting a simple package upgrade for a month and I am now seemingly on a new contract for the same service at a higher price. How is that even allowed to happen?!

[Elgeet1]

Just so others can see the ongoing shambles that is VM:

It appears I have agreed a new contract with no changes for more money. Clearly something has gone wrong VM’s end and I am having to spend hours of my time to rectify. Can’t wait to have a different service available in my area. 

[Elgeet1]

After various calls and time wasted on my part I’m hoping this has been resolved. 

Nobody quite knows what has happened and the Customer Relations team could not find anyway to undo what had been done. They eventually have had to ask the back office to apply a series of discounts and workarounds to get me back to my original contract position. I’ve yet to receive confirmation of this however and I expect that this will be an ongoing source of confusion and time wasted on my part. 

[Akua_A]

Thank you for the update on the issue. We are glad to see Kath was able to help with this with a workaround. You should be able to see the changes in your online account once your next bill is generated. Please do not hesitate to contact us if you need any further help and we will be happy to assist 🙂

[Elgeet1]

Do you know what happens to the current bill where I am being overcharged? I’ve not had any confirmation of any changes on my account. 

[Alex_RM]

Hi Elgeet1,

If you're unsure on anything please pop another PM over to the agent you were speaking with and they can advise 😊

Alex_Rm

[Elgeet1]

How exactly do I do that? It was a telephone call.

[Carley_S]

The agent that was supporting you will be able to assist you further over the already open private message thread you have. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down.