New package, missing channels

[mphippen]

I was called three times today by Virgin Media sales people. The third time i actually had time to talk so listened to the deal offered, which was actually pretty good, and saved me money on a better package.

The guy assured me that I would retain my current TV channels as part of the new Volt package (plus the additional ones he was bundling). I did get the additional channels almost immediately but I have lost TNT Sports, which was not discussed at all. Had I known I would lose this channel (which my son watches regularly) I would not have proceeded. Is it possible to have this added back in? I do not want to pay for it separately as it makes the new package a waste of time if I do. Can anyone from Virgin assist here or can others advise?

[japitts · Accepted solution]

You have moved from the legacy Maxit (with inclusive TNT Sports) to Mega TV, which is the current equivalent. TNT Sports is no longer inclusive on any TV package and is a chargeable premium add-on for £18/month.

The best you can hope for, is to use statutory 14days "change of mind" to revert your package change to whatever you had before - crucially with Maxit as the TV tier. Then decide whether you want to remain on that bundle, or renegotiate a new package in knowledge that TNT Sports is chargeable in the same vein as Sky Sports.

Do you have proof that you were sold inclusive TNT Sports? That would help your case for mis-selling if so.

[mphippen]

Thanks japitts, that’s useful.

Unfortunately I have no proof of anything as it was verbal over the phone from an unsolicited call. I did expressly ask if all channels from Maxit (plus the kids pack I had added) would carry over and he definitely said they would. No mention at all of the loss of TNT, despite my very clear question.

To me this is mis-selling. But how would I prove that? Quite disappointing.

[mphippen]

Removed for error

[Molly_T]

Hi Mphippen 👋 welcome back to the community! Thank you for posting. 

Sorry to hear about these recent issues with a package change. 

It does seem as though you have been back in touch with us since posting and have received further support with this issue. I will just send you a PM to confirm a few account details so we can ensure everything is now set up correctly and offer further support if needed. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[mphippen]

Hi Molly, thanks, have replied to your PM, as yes, I have been in contact with both Virgin and O2 as this whole sorry saga turned out to be bigger and much worse than first thought.

[Molly_T]

Thank you for getting back to me via PM 📩

Glad to hear the team have been able to offer support! If you do need anything else or if there are further issues please don't hesitate to get in touch. 

We are here to help if you need it!

Thank you for your patience whilst things get sorted! We appreciate this has not been the best experience. 
Wishing you all the best. 🌞