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end of contract

Tuning in

my 89 year old mum has had hassle with her account.  somehow sky sport was added (she does not know how)  we were told via broadband by the agent,  then apparently the tv box is also classed as broadband according to the agent.  for the past month i have spend 6 hours on the phone,  trying to get sorted.  Megan a lobely lady sorted it out finding errors,  but the contract does not say sky sports but the bit does.  the is also a line saying the the contract was updated on the 3rd of july which is two days time.  the latest bill due this month has gone up again, have just been informed in runs after the end of the contract.  although as yet nobody had mad contact with us,  and we were told we could not change the contract until after the 7th July...  so today having got no further with the issue,  we asked about a new contact.  mum has the mix bundle,  which we cant find and the mixit bundle offered is not the same.  ( why have two very similar named bundles which are different.  the agent didn't know he had to check.    anyway we found the mega bundle for £39.99,  plus anytime chatter and another box for £59.99.  this is online and offered,  yet your customer serivuces say we cant do it and go on to digital media and get it.  so here we are.  as said this is mums account and i have authorisation to deal with the issues.  will giv the accoun details via private message.

Your basket
Main services
(18 month contract)
Bigger Combo bundle
Currently £112*from month 19
M350 Fibre Broadband
Mega TV (190+ TV Channels)
Anytime chatter


Virgin Media add-ons
(30-day rolling contract)
Virgin TV 360 Service extension

Initial monthly total
No setup fee
Equipment provided
Virgin TV 360 Box
Virgin TV 360 Mini Box
Virgin Media WiFi Hub
One-off fees
Set-up fee



Forum Team
Forum Team

Hi tmsh27, 

Thanks for taking the time to get in touch via the Community. We're sorry to hear you've had some issues resolving problems with your mums account. 

In terms of changing the package, this is something we can only do with the account holder. The only time a 3rd party can authorise a package change and a new minimum term would be if you have power of attorney.

In terms of the different package names, Mix TV is an old TV bundle that we no longer offer which is why you'll not be able to find this on any new package offerings. We only offer Mixit and Mega TV now. All online offers are for new customers and these are also only available when taking the package online so these rates would not be available to your mum as an existing customer. 

 Whilst we will be unable to complete the package change, we can do a package review to see what's available and we can save this to your account. If your mum wants to accept the offer, she would then need to speak to the team herself to get this added to her account. I have sent you a direct message to gather some details and 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'. 😊


Forum Team

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