Forum Discussion

meex_xeem's avatar
meex_xeem
Joining in
2 years ago

Contract Renewal and Upgrade Issues

Good evening, folks. 

Buckle up for a tale of my escapades with VMB contract upgrade and renewal over the past two months! 

For proper context, my VMB contract is due to expire on 29th January 2024. 

Received a renewal email from VMB on 10/11/2023 prompting me to renew my contract for an extra £6 monthly bringing my monthly to £33. I also got an option to upgrade my contract from the Virgin Media app for an extra £5 a month as part of a BF deal with a monthly of £32. I contemplated both options and decided to upgrade in mid November (19th). I completed the process with a CIS and CSS generated. Waited as per the 14 day activation period for the BF upgrade to be effected. No luck after 14 days. Decided to contact VMB customer care via WhatsApp chat. Very nice and polite dude. Said all the right things. Assured me of activation within 72 hours.......still waiting in the New Year!

Meanwhile, I received further emails to renew on 28/11 and 08/12. Feeling a bit like a loyal customer given a 'special' offer, I dove into the renewal process again. Not once, but twice! CIS and CSS in hand each time, yet the activation fairy never showed up. 

Fast forward to 28/12/23, the upgrade temptation for existing customers for £5 extra struck again. For the second time, I went through the hoops, generated CIS and CSS again, and even had a promised activation date of 31/12/2023. But guess what? Nada happened!

Now, I'm here, waving my hands for any kind soul from VMB to rescue me from this loop-de-loop. Can someone please lend a hand? 

Order reference is CH2057567524. CSS is CSS100175055621. CIS is CIS100175055639.

Thank you in advance! 

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi Meex_xeem 👋 Welcome to the community! Thank you for posting. 

    So sorry to hear that you have had these issues with changing your package! We appreciate this must be frustrating!

    We will need to take a closer look at the account to investigate and offer further support. We will also get you to send us over a copy of the CSS documents for the most recent package you are wanting to take out, so we can re-build this and match it for you. 
    I will send you a PM to offer help with this. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

    • meex_xeem's avatar
      meex_xeem
      Joining in
      2 years ago

      Hi, Molly_T. I'll PM you the requested information asap. Thanks! 

      • Molly_T's avatar
        Molly_T
        Forum Team
        2 years ago

        Hi Kayode 👋, thank you for sending this over (along with the contract documents)! If you can now please confirm:
        •  The email address registered on the account
        •  The total cost of your last monthly bill
        •  The banking sort code on the card used to pay
        All the best
         

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi All 👋

    Just returning to this public thread to keep things updated! Huge thanks to meex_xeem for PMing with me 📩 and for their patience whilst we got things sorted. 
    After receiving the original contract documents, and confirming a few account details we have been able to build a matching package to include the same services, and brought this in line with the price point agreed in the original contract. 

    This is all now in place and the issues resolved! If there is anything outstanding that we can offer support with, don't hesitate to get back in touch. Thanks again to meex_xeem for your kind words regarding your experience getting support with me via PM, and I hope your experience via other channels improves in future too! 

    Wishing you all the best! 🌞