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.

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

Another contract renewal problem! | Virgin Media Community

8 Replies

Sabrina_B
Forum Team
8 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
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
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
  Forum 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
  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
    Tuning in
    8 months ago
    Hi HavencroftKev
    It was exact same contract with credit each month .
davidrist
Tuning in
3 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
  Forum Team
  3 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

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Another contract renewal problem!

8 Replies

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