Misleading website offer

[MEB1]

• Could anyone help me please. My contract is up for renewal and the website states that I can renew now and keep my existing services for the same price as I am currently paying. However, on trying to do that and reading the contract documents, it appears that I will lose TNT sports and netflix standard. This to me is not keeping my existing services. The website is clearly misleading. 

I considered changing my package as a result to include what I already have. I cannot do this either, because TNT sport is part of my package....

When phoning I get different offers to keep the same as I have now and with no consistency. The latest phone call told me that the mini box I already have as part of the package is also not included and will cost an extra £10. Again another service lost. This element is not mentioned in the contractural detail document.

All I want is for Virgin to offer me the same services as I have now at the price offered as it quite clearly says that on the webpage.

I have screenshots of all pages for reference in case anything changes.

The website is really misleading and I  cannot be confident that any information I have received is correct.

Help to resolve this mess would be gratefully received. Failing that please indicate how I make a formal complaint because I cannot find that information on Virgin's site.

Thanks

[Cardiffman282]

Give the forum team a chance to sort things out. You can raise a formal written complaint via the link below. 

[Vikki_M]

Hi MEB1,

We're very sorry for any confusion caused by the wording of the online renewal offer. 

We no longer offer the Maxit TV package.

Therefore, if your current package includes Maxit TV, as that TV tier no longer exists, we can't provide this same package if you renew your service/contract.

We include the basic Netflix package with inclusive bundles.

Netflix has created a new basic tier, Standard with ads, so this has replaced standard.

I'll send you a private message now so I can review the offer you've seen, and I’ll do all I can to find a resolution for you😊

Please look out for the envelope in the top right of the page and pop back to me when you can.  

[scrd01]

Intriguing reply Vikki, renewed my packge less than a month ago new contract showing Maxit   

[MEB1]

Agree, my new pre-contract documents show Maxit.