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dsinclair85's avatar
dsinclair85
Joining in
2 months ago

Contract Renewal Farce

So been with Virgin for around 15 years, I've been out of contract for quite a while and have been asssessing my options.
I finally got a renewal deal show up online that I was content with, so I accepted it, £99 down to £79...

Now here is the issue, I had the Ultimate Oomph Package, Gig1, Talk More Anytime, Maxit TV
I got an email to get intouch due to missing information, turns out that for my renewal to go ahead, I need to pay an additional £10 a month because I have an extra box which they say is an add-on. At no time on my original contract was this an add-on, I've looked at my bills and contract and it is not an add-on, my latest bill even clearly shows it as 'Main Services' in fact the only thing that is an add-on is TNT sports of which this has been clearly communicated as being removed fromed renewals/upgrades, I'm fine with that. Speaking to the guy on the phone, despite saying this doesn't show as an add on anywhere on my bills or contract, he was pretty persistent that I need to pay this extra amount. Why should I have to pay extra for something that is part of my core services?
So now I'm back assessing my options, after this fiasco, I'm now really tempted to go elsewhere.

contract
Renewals

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  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 months ago

    Hello dsinclair85.

    Thanks for your post and welcome to our community.

    We're sorry to hear about the additional Set Top Box being classed as an add on at £10 extra a month.

    As we tend to not deal with billing or package changes on here, we can still offer some support to get this resolved.

    The renewal offers do take around 14 days to be applied by a back office team, we could see what offers we have available, however, from past experience we don't have the option to discount that match renewal offers.

    What we could do as a gesture is make sure you're not charged the add on once the renewal offer has gone through.

    Hope that makes sense.

    Gareth_L