Forum Discussion

Aarlng2367's avatar
Aarlng2367
Joining in
2 months ago

Another online contract renewal not honoured

I’ve seen this topic raised a couple of times on this forum now. Has anyone been given a satisfactory resolution? I've tried the other communication channels and this is my last hope.

Like the others, I renewed my package online through the website on 02/12/24. I received the usual email from VirginMedia with a pdf confirming the package details and another email with the order number and confirmed the details again. I checked, there were no links or further requests to confirm anything so as far as I'm concerned, the agreement was done. I was on holiday so couldn’t check my account for a while but I’ve checked and found I've been charge nearly double the agreed price, switching me on to the rolling contract for the first month and I'm about to be charged the same thing again.

I contacted VM by the chat and they say they had no record of the order. I phoned them to explain and got nothing useful. I raised a complaint and forwarded them their own emails confirming the package – and the response I got was sorry the order wasn’t processed (don’t know why) and the package is no longer available.

Did anyone get a reasonable resolution from VM? I just want them to put me on the contract that they advertised and they confirmed to me. Also, did anyone get reimbursed for the overcharge? I feel like I’m being overcharged for their mistake.

  • samhew94's avatar
    samhew94
    Tuning in
    2 months ago

    Hi,

    I’ve had the exact same issue which I posted about today, except my current deal expires this week: False Advertising Renewal Deal in App | Virgin Media Community - 5618643

    Everytime I’ve spoken to someone, they’ve told me something different. However, I’ve managed to speak to someone really helpful this evening. They explained that as long as I have the order confirmation email with the XS number on, the deal will be processed. They promised to call me back in 2 weeks time and if the deal isn’t processed, they will apply a credit to my account each month. I’m relying on this person doing what they said but it was more positive than before.

    The person I spoke to was part of the team that you get when you select cancellation on the phone service. I would just say keep calling if you have time and hopefully you get lucky

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    2 months ago

    Hi Aarlng2367

    Thank you for reaching out to us in our community and welcome, we are sorry to hear that an offer you received online hasn't been added and is now unavailable, so we can take a closer look into this and arrange for you to send us the email your received, I have sent you a request to join me in a private chat, please click on the white envelope to accept.

    Regards

    Paul.