Forum Discussion

jlecfc's avatar
jlecfc
Tuning in
9 months ago
Solved

Another contract renewal problem!

Like many others in this community, I was offered to renew my existing contract (online on 1st November 2024), and accepted, keeping everything exactly the same for only a few pounds more.  On 8th November, the contract showed updated on my account.  The renewal contract is showing different in my account to what I agreed to in my confirmation email.  In addition to this, I have received confusing contract information sheets showing my costs going forward to be 'zero pounds'.  This is most confusing, can someone confirm what my contract should be and the monthly cost.

  • Sabrina_B's avatar
    Sabrina_B
    9 months ago

    Hi jlecfc 👋.

    Thanks for reaching out to us, sorry to hear you are having issues with a contract you have signed up for. So that we can give you more clarity on this, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

10 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    9 months ago

    Hi jlecfc 👋.

    Thanks for reaching out to us, sorry to hear you are having issues with a contract you have signed up for. So that we can give you more clarity on this, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

  • HavencroftKev's avatar
    HavencroftKev
    Rising star
    8 months ago

    This contract renewal situation really is a mess. 

    If VM could have honoured my online contract renewal I wouldn't be leaving on Wednesday. 

  • jlecfc's avatar
    jlecfc
    Tuning in
    8 months ago

    Just to update , fortunately my query was picked up by Sabrina_B Forum Team member and was  dealt with in an extremely efficient manner. My contract and price has now been confirmed .

     

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      8 months ago

      Hi jlecfc 👋.

      Thanks for joining me in a private message and thank you for your kind words, I am glad we got your package sorted, and should you need us again we are never too far away.

      Sabrina

    • HavencroftKev's avatar
      HavencroftKev
      Rising star
      8 months ago

      Hi jleclf, 

      Was it the exact contract you were offered or a different contract which was similar and then a credit on your account each month? 

      • jlecfc's avatar
        jlecfc
        Tuning in
        8 months ago

        Hi HavencroftKev

        It was exact same contract with credit each month .

  • davidrist's avatar
    davidrist
    Tuning in
    4 months ago

    I was in precisely the same situation, I'm out of contract and my bill has gone up slightly.  i received a message from VM stating that I was out of contract and I should get in touch as they could probably save me money if I agreed to a new 18-month contract. I tried to investigate this via online chat with an agent named Prakash. after telling them that my current monthly bill was £98.21, they came back with a renewal quote of £125 for precisely the same package! how is this saving me money? when I stated that this was far too expensive, they came back with another offer of £99, but for a much reduced package, no Sky Sports HD or Movies (HD and UHD), reduced TV package, and reduced landline package. It was still £1 more than I'm currently paying. How is this level of information conducive to staying with VM?

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      4 months ago

      Hi davidrist thanks for posting and welcome back to our community.

      Sorry to hear you've had a poor experience when attempting to renew. So that we can raise a complaint on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

  • kayleigh98's avatar
    kayleigh98
    Settling in
    3 days ago

    Apologies I was unable to start a new post so have replied to this chain. 

    I recently received a renewal offer link directly from Virgin, at a price of £25.21 (this is also showing on my Virgin media app). I selected this renewal deal and received a confirmation email of the order, a contract information sheet and contract summary sheet.

    Despite this, the new contract is not showing on my account. I contacted Virgin media via Whatsapp and have been informed that this contract is not valid and that I am ineligible for the offer. This renewal deal is still displaying on my account, and I have a contract reference number and order confirmation via email. Please can the VM team advise as to whether my contract will be honoured?

    Thank you!

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      3 days ago

      Hi kayleigh98 

      Sorry to hear about this offer issue. We want to best help from here. We can see you have recently contacted us on another thread. We have just sent a message there. Please get back to us when you can.

      Thanks,