failure to implement renewal contract

Question

Hi,&nbsp;I have had awful service on my renewal. &nbsp;In summary this is what has happened. &nbsp;On the 20th November 2025 I rang Virgin Media to see what new offer could be made to me as my contact was expiring.I was advised on that call that I would receive a text with a renewal offer. I received this text which said &nbsp;‘Hi, thanks for calling about your renewal package. Tap the link to get started’I followed this link and accepted the offer that I was given on the 20th November.&nbsp;Also on the 20th November I received confirmation of the order and contact documentation by email confirming my new 24 month contact at the price that was offered to me.I had no further communication from Virgin Media, and no new contract had been put in place, &nbsp;so I made contact through the web chat facility on 12th November and despite giving the order number I was told that there was no record of my agreed contract. I therefore raised a complaint as I expected this contact to be honoured.&nbsp;In response to the complaint my home number was called despite the fact that I requested a call on my mobile, which is verified on my account. &nbsp; Because there was no reply I received a complaint resolution that said the resolution of the complaint was that they tried to ring me. &nbsp;Clearly this is not a resolution so I asked to be called on my mobile. &nbsp;No call was made but I received another email basically stating that errors had been made but that I should call in and start the process again. &nbsp;No one asked to see the contract I had been sent as it appeared to have been lost, or sought to look into the facts of what had happened. &nbsp;I have sent in the contract now but am not hopeful of a positive response due to the poor handling of the complaint so far. &nbsp; &nbsp;Both emails from the resolution team referred to a QR code to scan to continue the complaint but there was no QR code on the emails.&nbsp;Wondering if anyone might be able to help resolve this issue without it having to go on to the Omudsman. &nbsp; Thanksbest wishesPaul&nbsp;&nbsp;

jpeg1 · Answer

This shabby practice by VM is so familiar that your thread title tells it all. You didn't need to explain it in detail because we've heard it all so many times before.

Although OFCOM don't investigate individual cases, you should still report it to them as further evidence of VM's awful treatment of its customers. And continue the formal complaint to VM, don't accept their attempt to shut it down and add you to their customer satisfaction figures.

Mr_K · Answer

You'll find the same story many times on here. They arent very good at honouring offers made. A lot of the time they arent genuine, and just a hook to get you to stay, and flog a more expensive contract. (aka 'bait and switch').

Report them to the ombudsman. If enough did so they might stop this illegal practice.

https://www.commsombudsman.org/raise-dispute/virgin-media

Darthvadar · Answer

VM is a very low rent UK company. They are rubbish.......just ask around and see all the reviews on other sites. By all means report them to Ombudsman and Ofcom. Also spread the word on how appalling they are. Best of luck!

Paulrt312 · Answer

Thanks for the replies.&nbsp; &nbsp;Unless resolved it certainly will be going to the Ombudsman, and the OFCOM suggestion is a good one.&nbsp; &nbsp;Thank you

Martin_N · Answer

Hi Paulrt312,
Thank you for your post and welcome to the community.&nbsp;
We're very sorry to hear about your renewal offer not showing on the account.&nbsp;
We can certainly take a look into this for you. I will private message you now to confirm your details.&nbsp;
^Martin

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failure to implement renewal contract

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