Forum Discussion

MalcolmJeffrey's avatar
MalcolmJeffrey
Joining in
23 days ago

Contract Details not showing online

Hi, Community people !

Difficult day as a VM customer yesterday and we have started to consider bailing.  The day began with Recordings not being available so I rebooted the 360 box, and it became stuck on the initial welcome screen, with the box rebooting itself every 5 minutes or so to the same screen.

Eventually it also started to show (I assume) a download process going on as the screen would show a down-pointing arrow pointing to a cartoon 360 box : but 2 hours later it was just cycling through the Welcome Screen / Download image / reboot loop and I called VM Customer support.  They booked an engineer visit, and then told me I was out of contract.

My view of my Virgin Media services hasn't shown any contract details for me for several years : especially now that I have a combined VM/O2 login, I have no idea which one to log in with any more, login screens throw me out to the login screen again after typing in credentials, and I have more or less assumed the IT system is broken somewhere (a Programmer myself, so I can recognise a well-designed and functional Customer Interface when I see one. ;o) and I have just kept an eye on contract lengths and rung at renewal time to sort the renewal with a real person.

The last renewal I did over the phone, I screendumped the result screen and the order summary / Reference number, which has a timestamp of October 2024, so the VM Support lady may have been looking at the system view that I can see (out of contract).  Wheni said that I have a screendump of October 2024's renewal, she immediately said that what she meant was I would be out of contract in January, and tried to sell me Sky Sports.  When I said that a start of October 2024 implies to me an end of February or March, she immediately pretended she couldn't hear me, said I had to phone back, and dropped the call.

So, how do I find out my contract details, or get the details showing on the system (if the system is actually capable of showing it) ?  The "contract renewal" screenshot said I was getting a contract renewal email to my original Blueyonder email but I havent been able to get in to see them for ages either.

Lastly : this morning Virgin Media was back on (I've cancelled the engineer) and all recordings are deleted, so I assume I've been victim to the "Dreaded Download Loop" which may or may not have resolved my 360 box (or, if it's faulty, just postponed its death).  Funny that when I described the download screen to the VM Support lady, she didn't seem to recognise it : people on this forum have described how to quit the loop by rebooting the box with the front button held down, but this seemed outside her information set to tell me.

Maybe it is time to go... :o(

5 Replies

  • daniellemcnulty's avatar
    daniellemcnulty
    Just joined
    8 hours ago

    I've had the exact same problems with my contract and online portal. Have never been able to see my contract since Nov 24 and now when I go on it says that I can't pay my bill as waiting on first bill. 

    Raised a complaint and was told it was resolved, I have now had my services cut off as unable to make a payment through the endless cycle of links back to the 'first bill's paid. Although it's been resolved...?

    This is not the first time I've raised the issue and no one seems to know how to resolve this properly. Count down is on until the end of contract.

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    23 days ago

    Hello MalcolmJeffrey

     

    Sorry to hear of both the set top box issues and problems seeing your contract details, we appreciate you raising this via the forums.

     

    The contract end date would have been confirmed on the contract received when it was applied if you still have it? Monthly bills do show the end date for promotional discounts but not contract end dates. Are you able to access your online account via desktop and see this information?

    Also, please update us on the set top box issue. You mentioned it is back on, is this still the case?

    • MalcolmJeffrey's avatar
      MalcolmJeffrey
      Joining in
      23 days ago

      Hi, Robert.

      I have since found the archived email confirming the last contract renewal, and it confirms a start date of mid-October 2024 and a minimum period of 18 months, which by my counting means a renewal date of February or March next year.  But the system still shows me as out of contract, and the VM Support lady is more interested in selling me upgrades.

      I really don't know what else I can do to convince VM that I actually have a contract with them.

      All recordings, logins and stored info on the 360 box have been deleted, so I suspect that the box has maybe downloaded a new firmware and it just took an eon to do so yesterday.  The Support staff didn't believe me / didn't consider that as a factor either.

      In a lot of ways, even more disappointing than the support staff seemingly not knowing much about the kit they support, and their core CS systems which don't seem to hang together as a customer UI in a consistent way, the biggest surprise for me was them just putting the phone down on me when I whas trying to give them evidence that contradicted their systems.

      Thanks for replying, though !

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        22 days ago

        Hi MalcolmJeffrey 👋 Thanks for getting back to us! 

        When you change package and receive your contract documents, it should also outline the end dates of your fixed term, and any changes to your package price along the way so you know what to expect. 

        To offer further support with this, we'd need to confirm a few account details via PM - then we can always re-send you a copy of this if needed! 

        In terms of your TV360 Box - sorry to hear about your issues with it, and that the update cleared all recordings from your box. It does indicate there may be some issues developing. It would be good to know if the box you have was formerly a V6 which got updated to TV360 via a software update? If there are any further issues with it, it may be advisable for us to help get this replaced for you. Sadly we can't recover recordings that have been deleted - but I do appreciate this may be frustrating! We'd like to sincerely apologise for any inconvenience caused. 

        I will send you a PM for further support about your contract information. If you can please keep an eye on your Inbox 📩 in the top right corner of the page. We can return to this public thread with another update when possible. Thanks for your patience and co-operation in the meantime. 🌞