Forum Discussion

almac18's avatar
almac18
Joining in
3 months ago

Contract Renewal "Black Hole"

The forum seems to be awash with users who have problems with contract renewal. I can add my experience to that number. I've recently been offered a contract renewal by email some 3 months before the expiry of my 18 month contract.  I clicked the link on this email and selected a deal that I was happy with. I subsequently received two emails. The first contained two contract documents and the second confirmed the contract details with a price and activation date of the 19th March. Both reflect a change to be implemented on my account with a new contract running through to October 2025( a period of 18 months from March 2025, the quoted activation date). Since receiving these emails I have had no further communication and I see no evidence when logging into My Virgin Media that the change has (or is being) implemented. Moreover, I continue to receive renewal emails that would suggest that my original request for renewal (including confirmed contract documents) have not been implemented. Is there any way to confirm that my renewal is being implemented (or will be implemented). There appears to be no way to verify a contract offer using the contract number anywhere on the Virgin website.  As my renewal price as quoted in the renewal contract documents is scheduled for my 19th March 2025, I am now past the quoted renewal implementation date. From what I can gather on the forums this whole area seems to be a bit of a mess with little or no traceability via the Virgin Media app or any other source.

contract renewal

6 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    3 months ago

    Hi almac18,

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with getting a contract that you agreed to applied. 

    If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. The activation date is just an estimate.

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

    Once it's been 14 days since placing the order, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

    Many thanks, 

    • almac18's avatar
      almac18
      Joining in
      3 months ago

      Hi

      As suggested 14 days have now passed and I have heard absolutely nothing regarding the renewal other than:

      1. an email with 2 attachments (Contract Summary Sheets) and
      2. an email confirming a new 18 month contract summarising the contents of the Contract Summary Sheets

       

      As the Contract Summary Sheets and emails confirmed the new contract would start in April 2025 and conclude in October 2026 I would have expected at least some communication regarding this matter.

      This all resulted from an email from Virgin suggesting I looked at the offers that were available. I duly clicked the link and selected the offer, resulting in the emails referred to in 1 & 2 above. However, as you have suggested in your earlier post, as this has gone to your "back room" team it is quite literally impossible for me to pursue this by any user friendly means. In essence I will need to wait for an undefined period to see if it "morphs" into the contract that you have issued to me by email; other posts would suggest that this is unlikely to happen!

      Correspondingly, your email aimed at retaining customers has precisely the opposite effect. You have issued an early reminder about renewal, offered a deal that I am prepared to accept, not implemented it, cannot say when it will be implemented and provide no way of tracing it. I would suggest that this would lead any sensible person to, at the very least, examine potential alternatives prior to renewal.

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        3 months ago

        Hi almac18, thank you for your post.

        We're sorry to hear you're still no further forward regarding your contract renewal 😔

        In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        Regards,
        Daniel

  • almac18's avatar
    almac18
    Joining in
    3 months ago

    Not quite resolved yet. "Solution" appears to have been modified to a cost option that had not been agreed. Have updated in PM.