Forum Discussion

Simonwa's avatar
Simonwa
On our wavelength
2 years ago

Change of approach renewal email

After receiving two emails to renew contracts, there has been a change of approach in the third email. 

First two emails said “same great package for a little bit extra per month”. However it wasn’t same package on both occasions and things were missing and NO ONE to speak to as it was an email only offer. So no one at call centre or online could access this offer. Price changed by £30 between emails. 

Third email today now says “same great package for same great price”. So no change in my monthly price but again NOT the same package. Items missing and NO ONE to speak to again. 

It is beginning to become a scam now. Falsely advertise an offer (as the wording does not match the offer) but not able to speak to anyone about it. 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 years ago

    Hey Simonwa, thank you for reaching out and I am sorry to hear this.

    I can see you are currently in PM with my colleague about this issues, please do reach back out to her and she will look into. 

  • Simonwa's avatar
    Simonwa
    On our wavelength
    2 years ago

    It is scandalous. I’ve raised the same issue a number of times now but we have received three limited time emails now offering “same great package” but it is not! Netflix, extra box and sports missing. Virgin need reporting to advertising standards authority. They need to stop these emails until it can be sorted properly. No one wants to know at the call centre or online as they say it is an email only offer that they can’t access. Very convenient! 

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      2 years ago

      We are so sorry again that this has happened Simonwa but please do speak with our agent via the PM an they will do all they can to help.