Forum Discussion

archercj's avatar
archercj
Fibre optic
2 months ago

Contract renewal

So I posted on here about my contract renewal (quoted £100 to renew the exact same package - Gig1, Maxit inc TNT, 2 x STB's, NetFlix Premium, UHD) and was advised for some of you to check the TNT element. Found out it wasn't included, despite clearing saying it was on the new contract. So i raised it on here and a very helpful Virgin CS person has been dealing with it.

They are having issues and they explained it would be much higher but they will administer a discount to honour the £100.

I get a text from Virgin yesterday with a link to view my pre-contract documents. When I clicked on it I was presented with a screen thanking me for accepting the new contract. Next minute I get an email saying here is your  pre-contract documents attached. When I looked at them I am now downgraded to NetFlix with ads and my bill is £135.50. No mention of any discount

A few minutes later I get the same text message asking me to view my pre-contract documents. I didn't click this time but a few minutes later a further email arrived. This time the package includes Kids Pick but NetFlix is still with ads and I've lost one of my STB's. AND the price has gone up to £140.50 and still no discount.

I have certainly not approved this but just had yet another email from Virgin thanking me fo rmaking the changes and that I am now all sorted and my next bill (currently paying £94 for Maxit with TNT) will be £145.50 and for that I have lost Maxit - now Mega - and NetFlix standard now getting ads).

The very helpful CS person did say not to be shocked at the increase showing. Well it would be nice to see the £45 discount!

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Don't forget you have 14 days to cancel any new contracts .......

  • Hello archercj

     

    Sorry to hear of the renewal and package issues experienced. Have you spoken to the team since posting? When they advised a credit would be applied did they advise this would be manually added each month as these wouldn't show on the contract?

    • archercj's avatar
      archercj
      Fibre optic

      Thank you for responding Robert. One of your colleagues (Lee) picked this up and has been very helpful.

      I am assured that a manual credit will be applied to the duration of the contract to honour what was sent by Virgin originally. We shall see when the first bill comes through 🙂

      • Akua_A's avatar
        Akua_A
        Forum Team

        archercj Glad to hear our colleague has been a great help to you regarding this issue. Please do not hesitate to contact us if you need any further help and we will do our best to help from here 🙂