Cannot Remove Channel Pack
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Cannot Remove Channel Pack
19-01-2019 1:26 AM
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Hi,
I no longer want the TV channel packs but when I go to the Manage TV (Manage your TV channel packs) screen after logging it, I cannot untick (uncheck) any of the two items
Channel packs
Choose which channel packs to add or remove.
(Included) | |
(Included) | |
£3.00 Monthly |
I can tick (check) to ADD but not REMOVE.
Tried calling support but waiting times too long, too many other callers.
Any suggestions welcome.
Thanks
Chas
Re: Cannot Remove Channel Pack
19-01-2019 6:53 AM
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Moderator's Note(s)
Thread moved from My Account/Billing to TV.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Cannot Remove Channel Pack
19-01-2019 11:52 AM
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Re: Cannot Remove Channel Pack
19-01-2019 12:51 PM
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Hi Daniel,
thanks for the quick answer, essentially I wanted to cancel the TV service only that I added on last year but have so rarely used it, so no point in paying for something I don't use.
I'll give the billing team another call and hang on till they answer.
Shame the Chat Bot never seems to be able to give the right answer.
Regards
Chas
Re: Cannot Remove Channel Pack
19-01-2019 12:54 PM - edited 19-01-2019 12:55 PM
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Re: Cannot Remove Channel Pack
19-01-2019 1:41 PM
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Thanks Daniel,
didn't know that, I thought I just added it to the existing contract, now checking, I can see it was a new 18 month contract. Hmmmm, that wasn't made clear to me.
Just spent the best part of an hour on line to customer services (25 mins to get through) explained to ? who said I can't do that you need to speak to the TV section and promptly transferred me. Another 10 mins wait and lady answers, I explain what I want, she says "I'll check" and promptly cuts me off! Now that's service, I really feel that I've been proudly done!.
I'll let the contract run then move back to Talk Talk where you can add or remove TV boots as often as you like.
Cheers.
Chas
Re: Cannot Remove Channel Pack
19-01-2019 3:57 PM
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Hi @ChasL,
Please accept my apologies for the delays in getting through to us and for the level of customer service you have received, I assure you this is not what we expect.
The Entertainment and BT Sport Lite channel packs are included in the £5 monthly subscription. You can cancel the £5 monthly subscription for YouView and keep the home phone and broadband products for £1.80 * the remaining months left on your contract.
When the contract was agreed, we sent email confirmation of these details. You can access them here. If required, I can arrange a member of our Customer Options Team to get in touch with you. Please provide the best times to get in touch so we can pass this information forward.
Thank you.
Lewis G Plusnet Help Team |
Re: Cannot Remove Channel Pack
19-01-2019 6:11 PM
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Hello Jubby,
thank you so much for an official reply. I thought it strange that I could not just remove part of the package.
Yes, I have read the details you provide a link to.
I guess some days are just bad days when trying to get through to support, previous support calls have been dealt with very efficiently. It was more frustration that gave rise to my earlier comments.
However, I may as well continue with the TV packages rather than pay not to have them, as that seems a pointless waste of cash. I'll just remove them when renewal time arrives.
Thanks again.
Chas
Re: Cannot Remove Channel Pack
20-01-2019 8:06 PM
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