Easy to say, but you've been misadvised here - all new UO installs & re-contracts do come with the Sky Cinema UHD and it sounds like the agents you spoke to just haven't read the briefings.
You've got two choices here - you can either call back and get someone else who has read the notes... or wait around for a day or so, and VM forum staff can pick this up, they should be able to rectify this for you.
I am slightly surprised at a disconnections agent not realising this, they'd usually be the first to pick up on such things.
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