Thanks for using the forum about this, I am sorry you're feeling deflated with your new package. I will be sending this off for feedback as our agents absolutely should be explaining what customers get/lose when they change their subscription.
Is there anything we can do to help? (We would be unable to change packages as its out of our scope on the forums)
I found out last night that we too have lost the childrens channels, my daughter was NOT HAPPY, the Max package implies you get additions, NOT deletions from your original package
Again this was NOT explained. I found that after the upgrade my 2nd box upstairs stopped receiving more than 4 channels, although this is to be resolved by a new box been delivered and fitted tomorrow, but again it was another issue found be ME
I have today tried to contact Virgin regarding the 'missing' childrens channels only for my issue to be lost in translation, i went online to complain, the complains system errored, hence me posing here
I have been with Virgin for a very long time, i have always thought they were the best out there, i now feel that their customer services just does not care anymore, i shall not praise the service as i have in the past - adding MORE should not REDUCE what i had
I would love to see the childrens package added back to my service, but im not confident that will happen.
come renewal time i know i will be looking elsewhere if things do not improve
hi iv just had the same problem, i had a sales rep ring me saying the tv package will not be touched but ill get faster internet, my kids went to watch there kids program and it was grayed out, i rang customer services to complain about it and all they could do was add a kids package for round £5 more, im not happy at all and isnt this false advertisement and agents the law?
Have you been given a complaints reference for this issue? I can look into this with a complaints reference, if you dont have a reference please let me know and I can get a private message sent to you, so that I can look into this further for you.