Tv channel add-on

[NickTipps]

I’ve had an issue with Virgin, my package was due to expire around about today so knowing this I called on January 3rd & sorted everything out then (or so I thought).

I didn’t need anything changed, I was happy with my package. I was asked if there was anything I couldn’t do without & I said sport (my current package had BT/TNT Sports with the Sky Sports add-on), I was told that my broadband speed would go up & that something would be happening with my landline (both of which I didn’t particularly need) & for this my bill would go up £3.50 a month. I’m then charged this month an extra £50 on my monthly bill for the privilege of renewing my package well ahead of any expiry date but told that next months bill will see me get charged £50 less than normal (seems a mental way of doing business).

So this morning I wake up to watch the cricket on TNT & I don’t have the channels! After an hour of waiting I eventually get through to someone on WhatsApp, they inform me that my tv package no longer includes TNT Sports to which I argue that I was never told this & if I had been I would have never accepted to deal.

I’m then offered that they can add it on for £7 or so a month to which I argued again that I shouldn’t have to pay this as I was never told that I wouldn’t be getting this (despite my already small increase in price), anyway, eventually they agree to add TNT Sports by discounting the price from my bill every month but my issue is, that I still don’t have TNTSports!!

Anyone know how long it should take for me to be able watch these channels?

Seems like such a hassle for something that should have been so simple! Nothing needed to change in the first place!

Thanks in advance for any responses.

[newapollo]

Hi NickTipps 

You've posted in the 360 forum so if you have the 360 set top box, have you tried rebooting it?

If you have an older tivo/V6 box then you can try to update your channels by using your remote and clicking on

Home > Help & Settings > Help > TV Care > I'm missing some channels, and allowing around 10 minutes or so to update.

Channel/packages changes actioned over the phone normally complete immediately, however dependant upon the systems the agent has available to them then the agent may have had to send the change request to a back office team.  If the change has to be performed manually by the back office team then it normally takes 3 to 5 working days, however they currently have a backlog which means it may take up to 14 days.

[NickTipps]

Yep, I have the 360 box, I’ve tried rebooting the box but the channels still aren’t available & what you’ve told me about timescales is what’s worrying me! By the sounds of it I’m about to miss a whole weekends sport which the whole point in having the channels, to watch the live sport! I just don’t understand how incompetent Virgin can/have been.

When I asked for contact details of how to complain I was told that there’s no such thing, the customer service representative has to raise a complaint & then we have to wait for them to get back in contact with us! Seems like a bonkers way to go about business!!

I guess I now push for money off & the longer I go without the channels the more I push for having paid £50 extra to renew only to get a worse package!!

[NickTipps]

This is mental, so I’ve just been in contact with Virgin again as the contracts they have sent through from my earlier discussion states that after 4 months my contract will go up £15 for the remaining 14 months so I questioned them about this & asked if they could tell me when TNT Sports would be added to my system?

I have to call back in 48 hours time to get them to add it then! It’s not a case of it’ll take 48 hours before it’s added, I have to contact them for a 3rd time to get them to add it!!

As for the new contacts that they sent through today, apparently they will change when I contact them again in 48 hours time!

I’m baffled by the way they do things!

[Ashleigh_C]

Hi there @NickTipps 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry to hear that you have faced this issue with your account since adding a new deal. I would be happy to take a closer look into this with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.