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spaceinvader1's avatar
spaceinvader1
Joining in
2 years ago
Solved

Contract renewal

Had an email Monday offering a new deal as we're out of contract in Sept. Downloaded contract terms etc and went back next day to agree them but the link has disappeared. Spoke to customer service who couldn't see the ‘contract information sheet number’. Spoke to another woman who suggested the link was only open for 24 hours. The best she could offer was over £100/month over the email offer. I'd like to accept the offer if possible as we've enjoyed the Virgin service. If the renewal offer is over £100 extra we will be rejoining sky as we can't afford the extra charges.

renewal offer
  • Beth_G's avatar
    Beth_G
    2 years ago

    Hi spaceinvader1

    Thank you for your post, welcome to the Community Forums!

    Sorry to hear that the link with the desired offer on is no longer working for you. What happens when you try to click the link now? Is the offer available from your My Offers section of My Virgin Media?

    The offers you receive via email may be different to the ones we have available on our end, so that's why the agent wasn't able to match it at the time. Or it may have expired, however if you only received the offer on Monday, I can't imagine it will have expired already.

    Let us know 😊

12 Replies

  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    2 years ago

    Hi spaceinvader1

    Thank you for your post, welcome to the Community Forums!

    Sorry to hear that the link with the desired offer on is no longer working for you. What happens when you try to click the link now? Is the offer available from your My Offers section of My Virgin Media?

    The offers you receive via email may be different to the ones we have available on our end, so that's why the agent wasn't able to match it at the time. Or it may have expired, however if you only received the offer on Monday, I can't imagine it will have expired already.

    Let us know 😊

    • spaceinvader1's avatar
      spaceinvader1
      Joining in
      2 years ago

      Hi Beth, unfortunately when I try to follow the link a page pops up saying ‘Oooops, something went wrong…’

      The offer has disappeared completely. I was going to sign up to it today. I downloaded the contract sheet on Tuesday, printed it out and checked through it - I  always check contracts carefully - and decided that it was a good deal. I just wonder whether there's any chance that it still exists somewhere. I won't be signing up to the deal offered on the phone today which was £100 more than the one that's disappeared. 

      I wouldn't mind but I’ve spent a week persuading a friend to sign up to Virginmedia as I’ve found it such a good service. 

      On a brighter note I’ve been in contact with Sky again. I was with them for over 30 years (and before that with Cable northwest for 5 or 6 years). They are now willing to negotiate properly (after sending me emails every week for the last year). I moved all the broadband, TV and 6 mobile phones across to Virgin media 14 months ago. I've have to say I’ve really enjoyed the reliability of Virgin media and especially the broadband but there's no way I can afford to pay an extra £100 over the Monday’s email offer - especially with a houseful of people including 3 children. Reluctantly, I’ll be chatting to Sky next month to work out a deal for September (which is slightly more expensive than the one offered to me on Monday (and with much slower Broadband) but it does include 4 boxes (3 mini boxes) using Sky Q again. A pity as I’ve enjoyed VM and O2.

      Cheers 

      Nick

       

  • spaceinvader1's avatar
    spaceinvader1
    Joining in
    2 years ago

    Had an email Monday offering a new deal as we're out of contract in Sept. Downloaded contract terms etc and went back next day to agree them but the link has disappeared. Spoke to customer service who couldn't see the ‘contract information sheet number’. Spoke to another woman who suggested the link was only open for 24 hours. The best she could offer was over £100/month over the email offer. I'd like to accept the offer if possible as we've enjoyed the Virgin service. If the renewal offer is over £100 extra we will be rejoining sky as we can't afford the extra charges. I've also posted this on another part of the community forum.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 years ago

      Hi Nick

      There are a few other threads/posts on the forum where customers have been sent emails with 'early'  (the bold is my emphasis) renewal offers in error. It looks like yours may be one of them since your current discounted contract price isn't due to end until September.  The offer emails are normally sent out in the last 4 to 6 weeks of the customers contracted period.

      Generally VM offer the best discounts/deal when the customer is in the last 30 days of their current contractas that's when you have the upper hand of being able to play the cancellation card.. If you were to cancel now and move to Sky (or any other provider) then you would need to pay early termination fees for the remainder of your current contract. 

      • spaceinvader1's avatar
        spaceinvader1
        Joining in
        2 years ago

        Hi Dave,

        I wouldn’t cancel Virgin until late August anyway as I’m aware that I’m under contract until September 23rd.

        I wasn't looking for deals at the moment but this email offer came out of the blue from Virginmedia. I can't imagine that they'll better it in August and I just want to accept the offer they sent to me which would run from Sept 24th. The telephone lady offered a deal over £100/month extra.

        I just thought that accepting the deal which was offered would mean that I wouldn't have to go through ritual of cancelling etc in August to get a decent deal. I did all this with Sky last year and it's quite time consuming but I am prepared to move to achieve the best deals. If Virgin were prepared to honour the deal which was offered - and I have the pre-contract terms etc - then this would save me quite a lot of hassle.

        I don't understand why they would offer a deal and then not honour it unless it was a mistake or there's a hitch somewhere. Hopefully they will respond to this and honour the offer as I’ve found the Virgin Media set up to be very reliable.

        Cheers 

        Nick

  • spaceinvader1's avatar
    spaceinvader1
    Joining in
    8 days ago

    Hi Sabrina

    I’m not sure whether you're still working for virgin media: if you are could you let me know what happens towards the end of our current contract. 

    We've really enjoyed being with VM: so much so that I’ve recommend it to 2 other friends who've also joined and been connected to broadband, tv and O2.

    The broadband etc has been super reliable and I have nothing but praise for the service we've received.

    Our contract ends on 8th November and I really need to plan for next year: we are pensioners who have ended up with 3 children under 15 staying with us long term - so you can imagine that our finances are stretched anyway.

    Sky keep telephoning us; they somehow know that our contract with you is coming to an end. VM is far superior to Sky. 

    I see from the My VirginMedia app that our bill will raise by around £100 to £172/month on 9th November 2025.

    We can not afford such an increase. Will VM offer a deal or should I start looking around for alternatives now? I don't want to leave this decision until October.

    Many thanks

    Nick (SpaceInvader1)

     

     

     

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      8 days ago

      Hi spaceinvader1,

      Thank you for reaching out to us. Closer to the end of your contract you will get offers via your online account for renewal deals. 

      If those aren't what you're looking for you can speak with an agent who can see what else can be offered. We would advise to contact in around 30 days prior to the end of your contract. 

      ^Martin

  • spaceinvader1's avatar
    spaceinvader1
    Joining in
    5 days ago

    Hi Martin

    Thanks for the reply. I understand that virgin media would  like us to wait until a month before the contract ends. Owing to our financial position we’d really prefer to negotiate rather earlier; leaving this to the last 30 days could leave us in a position where we are rather desperate and our options are much more limited.

    Many of our 6 O2 sim contracts are up for renewal at the moment as well, and we could save a significant amount by switching to another provider now. If we end up back with sky then I’d move everything across to them. I’d much prefer to sort this out in September if at all possible.

    Cheers 

    Nick (spaceinvader1)

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      5 days ago

      If you wished to contact into the team in September then you certainly can and they can see what is available at that time. We advise 30 days as they is when customers usually start to get renewal offers sent to them. 

      ^Martin

    • newapollo's avatar
      newapollo
      Very Insightful Person
      4 days ago

      Hi Nick,

      It's a couple of years since we last spoke (it was on this thread).   My contract renewal is in November, however I've been receiving email offers, and offers within My Virgin Media.

      Have you looked to see if there are actually any current offers within your My VM app? I access mine  using a web browser as I find it easier to use that way, and I find offers directly below the box advising my about my latest bill (screenshot below) 

      It might also be worthwhile looking at renewing your O2 sims via uswitch/sim_only_deals/o2 as they are less expensive than through the actual O2 site,