Forum Discussion

Lofty2's avatar
Lofty2
Joining in
2 months ago

Contract Renewal

I have tried to renew my contract online on two occasions. The first time I received the pre contract documents but nothing else. I had no joy after phoning up to ask what was happening. I made a complaint and have been informed my precontract package was no longer available so you could not honour that but would offer a more expensive contract.vAgain I have tried to renew my contract online but have only received the pre contract documents.

Why do you offer new contracts online then do not send the contract out, let the customer know what is happening instead offer a more expensive package.

3 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey Lofy2, thank you for reaching out and we are sorry to hear about your contact renewal.

    If this was done online it can take up to 14 working days has it been long at all?

    • Lofty2's avatar
      Lofty2
      Joining in
      27 days ago

      I have only just received notification of your message.

      The 14 days are well up. I have phoned and was only offered a different package on the phone. The agent would not give me an explanation why I had not heard anything nor would put me through to someone who could help. I have put a complaint in and have been told the package offered online is no longer available but have offered me a more expensive one. 

      I looked online again and there was another offer. I have selected that but I doubt it I will hear anything. The complaints team offered me a slightly cheaper package removing some channels. I don't want this. They will not tell me why these online packages are not available.

      I have had a number of issues this year I am absolutely appalled at the service I have received from the call centre. I am at the point of leaving and going to Sky. It is no wonder people have dodgy boxes and fire sticks for what Virgin Media charge and the customer service they offer.

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

        Hi Lofty2 

        Thanks for coming back to us.

        I am sorry to read it's not sorted.

        I'll send you a PM now to assist further.

        Best wishes.