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IwishIknew22's avatar
IwishIknew22
Just joined
11 hours ago

Contract Renewal Continued Problems

Good Morning.

I decided for the 2nd time to renew my contract online as i am already out of contract.

Once again, after being sent the contract agreement emails and documents, Virgin Media have not honored the Contract, and using the same copy and paste emails from the resolution team.

If the deal online cannot be processed (again for the 2nd time) then how am i sent a new contract?

And to add insult included in the email from the resolution team, i can always look and register online to upgrade my package there????

I received a deadlock later on the previous but due to life circumstances being more important at the time did not follow up with the ombudsman which i wish i had at the time now.

If Virgin Media refuse to honor a contract in writing, on more than one occasion this is surely a breach of contract under the Consumer rights act.

Any assistance from anyone that doesn't just send copy paste letters, or hours of frustration on the phone by someone that does not understand again, and Actually appreciates long term customers (11+ years) would be much appreciated regarding Virgin Media following the contract as sent and with refunding the over charge since the contract date would be much appreciated.

3 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    8 hours ago

    Hey IwishIknew22, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about your contact renewal issue.

    We can see you've spoken to the team since this post, did they manage to help at all?

    • IwishIknew22's avatar
      IwishIknew22
      Just joined
      7 hours ago

      Good Afternoon, and thankyou for your reply.

      I did raise a complaint as i did last time, and pretty much just the same copy paste responses.

      They basically just say the same again "We hare investigated your account and as per the findings we can confirm the current contract has ended, following which, you have been charged accordingly to the non-contractual price".

      Great, yes that's why i was renewing my contract.

      "We also like to confirm that the deal presented online could not be processed due to unforeseen circumstances and no changes have been made concerning the package on your account".

      Pretty much the same copy paste as the last attempt to renew online, and following the complaint process.

      But i am allowed to call them to upgrade or downgrade my service.

      Is it me or is it the consumers fault the online upgrade system does not work twice in over a year?

      The point is that is 2 contracts that through no fault of my own that could not be "processed" in a year or so, i have both new contracts and full chain of emails, and to be honest, if this is how Virgin Media "appreciate" long term customers, then it is beyond reproach.

      And then to tell me in can register online (which erm, already had done which is how i got the renewal failure again to make the complaint about) to manage my account is kind of taking the micky, and obvious the complaint has not been understood in any way shape or form.

      I am open to suggestions on how to proceed as it has now been since the 23rd of September the new contract was received.

      I feel to phone and negotiate a better deal when i already have one in writing is not what the consumer act had in mind.

      Hopefully this can be resolved without elevating the matter,

       

      best regards

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        5 hours ago

        Thanks for coming back to us.

        I'll send you a PM now to assist further.