Contract Renewal
On 28.9.23, knowing my contract was about to expire, I logged on to my account and saw that Virgin had made me a contract renewal offer to continue my existing package. I accepted this and received a confirmation order and specification by email. The email informed me that the changes would happen from 1.10.23. I can provide this evidence if needed.
Last night, I decided to logon again to see what my next bill is since the direct debit comes out on or around 13th of each month. I was disappointed but not surprised to see that I am now being made an offer of much more for renewal than the offer of 28.9.23. I also saw the amount of my next bill which is the same as it was when I looked previously. There is no evidence that I ever accepted Virgin's offer other than the emails I have which are very clear in their content.
I would suggest that anyone else checks their renewal acceptance has been actioned to avoid this entirely unnecessary issue.
I have been a Virgin customer now for 10 years at this address and the customer service has deteriorated massively over this period. I have registered a complaint but won't hold my breath at resolution. Can someone help me please.
I'm in exactly the same boat. And as far as I can see there is no way to agree anything on the contract summary that's sent.
It feels very much like they are offering good renewal deals online to get you to engage then moving the goalposts when you have to contact call centre or live chat staff.