Forum Discussion

Jherron15's avatar
Jherron15
Joining in
29 days ago

Contract renewal

I feel compelled to join this thread as over the last month the service I’ve experienced has been appalling. I’ve tried chatting online, phone calls and now WhatsApp and still anywhere. It’s hugely time wasting and if my broadband wasn’t reliable I wouldn’t hesitate to move my custom elsewhere. I’ve even raised a formal complaint but again no reply to date. I was offered, by email, to renew my contract early for a reasonable cost over 18 months. I accepted the offer and even received contract papers. However this was almost a month ago and since then nothing. I can’t seem to get I a dialogue with someone who can help. I did get a call from sales though trying to offer me a package I don’t need. When I try and speak to someone I get passed elsewhere and then either get told to ring a number or I’m told they can’t help. This is very frustrating and customer service is non existent. All Virgin Media seem interested in is getting a new sale!

  • Sandejo99's avatar
    Sandejo99
    On our wavelength
    29 days ago

     I've had 8 prices from them within 1 week of trying to renew a contract.  £60, £61, £63, £64, £65, £66, £72 and £74.  It's 'Dynamic Pricing' and was also told their first few calls or chats with the team - that 'they didn't know what they were doing' They failed to call me back to confirm the price and then I called and I've spent 1hr 19mins to get a worse deal than was offered 2 days ago!!   Of course, the price rose through the discussions.    When they discuss the price you have to accept it then on the call, but that I would cancel with the 14-day cooling off period.     

  • Kath_P's avatar
    Kath_P
    Forum Team
    29 days ago

    Hi Jherron15, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with getting a contract that you agreed to applied. 

    If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. If there are any issues with processing the deal, they will usually contact you to advise. 

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them unfortunately. As it's been over a month though, we can have a look to see if there are notes to advise why they've not been able to process things. In order to do that I'll need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Thanks,