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NewSteve's avatar
NewSteve
Joining in
10 months ago
Solved

Contract Renewal Frustration

Contract Renewal was due 13 Oct. Renewed online on 09 Oct and received email. Received further email on 21 Oct thanking me for making changes and confirming the new discounted monthly payment. Since had the standard monthly billing email with a non-discounted rate. Logged in to My Virgin to find that there is no sign that the contract has been renewed. In addition, Netflix has been changed to Standard with Ads. Can anyone help? Thanks in advance. 

  • Alex_RM's avatar
    Alex_RM
    10 months ago

    Hi NewSteve,

    Thanks for posting and welcome to our community 😊

    Sorry to hear there's been some issues with the billing since your package change. So I can get a few more details from you, I've popped you over a private message.

    Alex_Rm

7 Replies

  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    10 months ago

    Hi NewSteve,

    Thanks for posting and welcome to our community 😊

    Sorry to hear there's been some issues with the billing since your package change. So I can get a few more details from you, I've popped you over a private message.

    Alex_Rm

  • johnny64's avatar
    johnny64
    On our wavelength
    4 months ago

    Had the same nightmare too 

    Lost my re negotiated renewal contract made over phone call.

     

  • RichardF77's avatar
    RichardF77
    Joining in
    15 days ago

    Hi, I have a different renewal problem, but one that is concerning. My current contract expires in November and I have received an online offer for a new 24-months agreement. At first sight it looked OK but then I noted there would be a 15% increase in April 2026, followed by a further 12% uplift in April 2027 but then an additional 55% increase in August 2027.

    Incidentally,  BT, PlusNet and EE are each indicating annual increases of only 6.4%

    Regards and thanks. RichardF77

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      15 days ago

      Hi RichardF77 

      Thanks for posting and welcome to the community. Our annual increase is £3.50 every April, so if agreed a new contract say for example at £25 now, then from April 2026 it would be £28.50, April 2027 £32 and then your normal end of contract price in August 2027. However, when it came to July 2027, you can also renegotiate the deal to avoid paying the full price.

       

      Best wishes.

      • RichardF77's avatar
        RichardF77
        Joining in
        14 days ago

        Dear John_GS 

        That's what I would have hoped and believed. However, I'm currently paying £23.29 per month [the 18-month contract started on 5th May 2024 at £21.67, rising to £39.67 (+70%) from month 19.] 

        The new offer, dated 12th August, proposes an initial month cost of £23.99, rising to £27.49 [+15% or +£3.50] from April 2026; increasing to £30.99 [+12.5% or +£3.50] from April 2027, but then increasing to £48.29 [+55% or £17.30] from August 2027. Thereafter the annual increase would be by £3.50 per month, as you kindy point out.

        I quite understand the £3.50 April increases - though this does appear far worse when shown as percentages since it clearly penalise users on low initial charges. 

        I'm grateful for the suggstion that I could seek to renegotiate the deal in July 2027, but at this stage of life I was fearful of tying myself into an ever-increasing contract.

        Best regards and many thanks for your courteous and helpful rsponse.

        RichardF77