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shirley11's avatar
shirley11
Joining in
27 days ago

Contract running out.

So I received an email saying my next bill was going to be £140. I was paying £94 a month. On checking it seems my contract is just about to run out. I received no email about this although they said they sent one on 6th April. I went in to chat and they offered me a deal at £128 a month but in my opinion is still too expensive so I asked to leave and she gave me the retentions number to call. Once speaking to them, the best deal they can offer is £158 a month. What is going on here!!!!. I don't understand why it has to increase by so much

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  • goslow's avatar
    goslow
    Alessandro Volta
    27 days ago

    See the reply below in a very similar recent topic

    Renewal merry go round starting again.... | Virgin Media Community - 5636430

    Cast your eye over the other topics in the forum and you will find plenty of similar topics to your own situation. Often seems to be the longest-standing customers who have had this treatment from VM. Perhaps VM assumes that those who have been with VM longest are least likely to switch (and that they will pay up without objection!).

    You are supposed to get between 10 and 40 days notification of when your minimum term is ending IIRC.

  • shirley11's avatar
    shirley11
    Joining in
    27 days ago

    Thanks for your reply, although they have said that they did send an email on 6th April but I dint have it and they can't send me a copy of it either!!

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

      Hi shirley11 

      Thanks for posting and welcome to the community.

      We're sorry to hear of the bill shock. 

      As with all providers, we create introductory offers to new customers. At the start of all of our customer’s time with us they will have benefited from such a deal. Once this expires, we'll always do all we can to offer the best existing customer deal available.

      We also send out an end of contact notification to all our customers before their contract comes to and end highlighting the new package price and any offers that may be of interest.
      We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade. These end of contract notifications are usually sent via email, to the registered email on the account. Please do check junk folders for this if not received in the main inbox folder.

      We are sorry that via the Forums we do not do new packages/deals, so thus cannot assist via this platform. Please either;

      • Check your online account for any deals that are available, in the my upgrades and offers section
      • Call the team on 150 / 0345 454 1111 option 4
      • Message via Whatsapp on +44780 308 9684

      Best wishes.

      • shirley11's avatar
        shirley11
        Joining in
        26 days ago

        Thanks for your reply, although I did do all of these things, the price they offered just kept increasing. I checked all of my email folders and no email was received and they can't supply me with a copy of it. Shame though as I don't want to leave but it looks like I will need too. I just find it strange that the chat option offered me the best price and retentions couldn't match it so that makes me wary of the whole thing