Forum Discussion

GraemeMcKenna's avatar
GraemeMcKenna
Tuning in
2 days ago

Contract Expiring - Incorrect renewal info

My contract expires at the end of July, but I've got an issue which I believe is affecting my renewal offers.

When I renewed last time, there was an issue around that time with lots of customers who had renewed but new contracts were not processed leading to lots of over billing (I still have all of the original messages from 2023).

As a result, a rolling credit has been applied to my account ever since to give me the price that had been agreed, but now that we are coming to renewal time the renewal information isn't correct. 

It tells me that "You currently pay £150.16 and from 24/07/2025 your monthly price will go up to £210.16"

It has been offering me renewals for a while now of around £135 saying that I'd be saving 5% but my actual monthly price is only £88.16 because of the rolling credit.

Any pointers to get a renewal offer that's relative to my actual monthly cost and not what it thinks I'm paying?

Thanks in advance :)

4 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 days ago

    This is exactly why they offer a rolling credit instead of correcting the basic payment. It sounds good to you at the time but they know it's only temporary. 

    All you can do now is negotiate with VM for the next contract based on quotations you can get from other suppliers. You'll get the best deal from VM if you have alternative fast broadband available at your postcode. 

    • japitts's avatar
      japitts
      Very Insightful Person
      2 days ago

      This is exactly why they offer a rolling credit instead of correcting the basic payment. It sounds good to you at the time but they know it's only temporary. 

      Not necessarily... if VM can't force a package to a particular price, but there are good CS reasons for doing so... then a rolling credit is the usual means to achieve the required ends.

      But you're right - it does have the effect on "you're currently paying xyz" statements that the OP has described.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    2 days ago

    Hello GraemeMcKenna and thanks for getting in touch with us here on the forums.

    We wouldn't be able to help with any package changes from here however to have your package reviewed, please give the team a call on 150 from a Virgin Media landline or 0345 454 1111 opt 1, 4 and 4 again, this will get you through to the contracts team who will be able to look into this further for you.

    Kind Regards,

    Steven_L