Forum Discussion

Soupset's avatar
Soupset
On our wavelength
2 years ago

Help- I have renewed my contract but virgin say I haven’t

My contract was due for renewal. Last night, I signed in online and was offered a new contract at a reduced price. I accepted this and continued through to confirm. I have screen shots confirming that I have renewed and an email with an order number. Today, I contacted Virgin and they have told me that I have no new contract! The first agent said that it was a new customer offer and I wasn’t eligible, not true. The second agent said that I hadn’t accepted terms, again not true. They said that they could look at renewing my contract but it would be more expensive! I have screen shots and emails confirming the contract! I was then told that I couldn’t make a complaint over the phone, this had to be done online and could take up to 7 days for a response. In the meantime, I am left paying a huge amount of money as virgin say I don’t have the new contract. This is all so stressful. The Virgin advisers were awful and very unhelpful. I suggested calling back but was told by the adviser that he was level 2 retentions and if I called back I would get a worse answer! This is so awful how can a company behave like this? I fell like I’ve been scammed!  

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    2 years ago

    Hi Soupset 👋


    Thanks for your post, and a warm welcome to the Forums.

    I'm very sorry to hear about the experience you have had when making a change to your package through your online account.

    When making the changes, you've mentioned that you have received an email for these changes. Can you confirm what the title of this email is? Have you received any Pre-Contract Documentation?

    Are you also able to provide any screenshots of the emails you have received (blocking out any personal details), so we can check this for you?

    Thanks,

    • Soupset's avatar
      Soupset
      On our wavelength
      2 years ago

      Yes, I have all the contract information downloaded onto my phone. The title of the email is your Virgin Media order. I am a bit nervous about sharing the email on here but I also have screen shots of the pages when I did the renewal and one of them says congratulations you’ve renewed your contract! 
      I have spoken to someone at Virgin today who said that the online contracts can take up to one week to show, is this true? I am hoping that this is what it is and it will all be sorted out. 

      • Nathan_B's avatar
        Nathan_B
        Forum Team
        2 years ago

        Thanks for coming back to let us know Soupset 😊 I'm glad you've been able to speak to the team about this. Just to confirm, was this email sent to you on the back of any Black Friday/Cyber Monday offers? If so, due to a high uptake of these offers there is a delay in the offers being added to the account.

        These are usually added within 7-14 days of the offer being confirmed.

        Regards

        Nathan

  • Rammstein94's avatar
    Rammstein94
    On our wavelength
    2 years ago

    I have been having this exact same issue since the 27th of November. They have done exactly the same to us. We upgraded on OUR account page and had documentation then nothing at all. Weeks of messages and emails have hit a brick wall. We are taking them to the ombudsman, they are scamming so many of us. It's a complete con

    • Soupset's avatar
      Soupset
      On our wavelength
      2 years ago

      I will also be going to the ombudsman if Virgin don’t honour this contract. It can’t be legal to give a customer a contract, confirm it and then say that it doesn’t exist! I told a virgin staff member today that I had an order number and he said that means nothing! Good luck, this needs to stop! 

  • timbs32's avatar
    timbs32
    On our wavelength
    2 years ago

    This is a warning to others to not renew your contract this way.  I had the same issue.  These early online renewals are not being actioned.  I complained to outbound retentions and they knew of this issue and said they were trying out a new way for people to renew their contract but there were technical issues.  They will not honour the price that I received to renew online. Scumbags. 

    • Beth_G's avatar
      Beth_G
      Forum Team
      2 years ago

      Hi Rammstein94 & timbs32

      We can see that the forum team have been assisting you from other threads with these issues. We will continue to assist you from there.

      Kind regards

    • Soupset's avatar
      Soupset
      On our wavelength
      2 years ago

      This surely can’t be legal. If they don’t honour the confirmed contract surely this is a breach of contract? I am so sorry to hear you have a similar issue, hope that it gets sorted out. 

  • Polly15's avatar
    Polly15
    Tuning in
    2 years ago

    This is the problem I've been having. Is there a way for us all to link to solve this together? @Soupset @timbs32 @Rammstein94 

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      2 years ago

      Hi Polly15,

      Thank you for reaching out to us, Sorry to hear you have had the same issue with an offered package, how and when was the offer given and did you receive a pre contract agreement?

      Regards

      Paul.

       

      • Polly15's avatar
        Polly15
        Tuning in
        2 years ago

        I arranged it online back in August and yes, I have the contract documents.

    • Soupset's avatar
      Soupset
      On our wavelength
      2 years ago

      I agree, this should be highlighted to someone like Martin Lewis/This Morning. It is unacceptable and needs to stop. 

  • Robojam's avatar
    Robojam
    Tuning in
    2 years ago

    This looks like a typical case of the right hand not yet being informed of the action of the left hand. I suggest that people give the matter the suggested 14 days, to see whether this is indeed the case. What happens it would be useful to post the outcomes on here to assist anybody else who may have a similar issue. Fingers crossed that everything gets resolved.

     

    • Soupset's avatar
      Soupset
      On our wavelength
      2 years ago

      Meanwhile we are all paying huge amounts more than our new agreed contract amount, now for 14 WORKING days. 

      • Polly15's avatar
        Polly15
        Tuning in
        2 years ago

        Yes, and if this is a repeat offence, which it very much appears to be, then Virgin Media are making a heck of a lot of money at our expense. Why do they need 14 days? They've had since August to resolve my concerns. It is actually outrageous; however, surely the more this is highlighted and by banding together,  the quicker the resolution.

    • Polly15's avatar
      Polly15
      Tuning in
      2 years ago

      Time will tell. I will definitely keep people updated regarding this.

  • Dilboy's avatar
    Dilboy
    Tuning in
    2 years ago

    I had the same issue, I upgraded on the 27th November. My channels have still not been activated. The call centre staff have no record and dealing with them is ridiculous, they don't seem to have clue. 

    • Polly15's avatar
      Polly15
      Tuning in
      2 years ago

      It's shocking, and there seems to be increasing numbers of us by the hour.

       

       

  • Tractorboy's avatar
    Tractorboy
    Rising star
    2 years ago

    Don't hold out too much hope for the 14 days !!  Anybody seen a single post on here to say that they have got the package offered after 14 days ? I haven't !

    • Soupset's avatar
      Soupset
      On our wavelength
      2 years ago

      No, I haven’t ☹️. Anyone got any ideas, this cannot be legal, you can’t offer a contract to a client, let them take it and then say it doesn’t exist. I think we should take this to Martin Lewis/This Morning or similar.

      • Polly15's avatar
        Polly15
        Tuning in
        2 years ago

        I agree with that, Soupset. Like you, I've received an email suggesting this will be investigated. I suggest, we give them the 14 days and then take further action if it is not resolved. However, I expect to be fully recompensed for all sums paid over and above the contractual amount with some additional recompense for this debacle. I've also made an official complaint and if that isn't resolved, I'll be asking for a letter of deadlock. I think it would also be good to get everyone who's experiencing this together under one thread.

    • Polly15's avatar
      Polly15
      Tuning in
      2 years ago

      I did see one person but only one. They posted under my post. 

  • Sickofthis1's avatar
    Sickofthis1
    Tuning in
    2 years ago

    I'm experiencing the same problem.  Old contract expired yesterday.

    Upgraded with a black Friday deal for existing customers and received emails with contract terms etc

    Got in touch today via WhatsApp after trying to navigate through the phone- they're stating that no contract is there and the best they can offer is the same deal at  a dearer price.

    I'm awaiting further responses and will take it to the ombudsman for breach of contract 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi Sickofthis1 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear about the poor experience you've had 😔

      When you say you're awaiting further responses, have you been told to expect a call back regarding this matter? If so, when is that scheduled to be?

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel

      • Sickofthis1's avatar
        Sickofthis1
        Tuning in
        2 years ago

        Sadly nothing scheduled but the WhatsApp chat stated that they're busier than normal.

        At the moment I can seriously do without this extra stress. 

        Despite my inclusion of screenshots of emails re the new contract the best they can offer is £4+ per month for the same deal offered. It's not the first time I've experienced their poor customer relations - first time I had moved (stated I'd need a new contract then turned) - second time they sent me a letter stating that despite the price increase mine wouldn't occur until my contract had ended (they increased it and I got it sorted).

        This time they either honour my expected terms or I'll be taking them to the ombudsman for breach of contract 

    • Polly15's avatar
      Polly15
      Tuning in
      2 years ago
      • Not good that you’re having the same trouble but maybe we’ll all find a solution together. 
      • Soupset's avatar
        Soupset
        On our wavelength
        2 years ago

        Is it worth us all complaining to Ofcom individually? If they get enough complaints they will investigate. It won’t solve our problems as such but Virgin could get investigated for it.

        Martin Lewis has an email for news stories:

        news@moneysavingexpert.com

        Also, if Virgin are not going to honour our contracts, we’ll prob all end up at deadlock and going to the ombudsman. 

    • Soupset's avatar
      Soupset
      On our wavelength
      2 years ago

      Are you waiting for deadlock email to take to the ombudsman? 

      • Sickofthis1's avatar
        Sickofthis1
        Tuning in
        2 years ago

        I'm waiting for a response and only raised the issue today.  I'm not going to buckle this time though 

  • Tsazzy's avatar
    Tsazzy
    Joining in
    2 years ago

    Me too - renewed via the web offer last Wednesday. Received pre contract docs and a web order confirmation email with an activation date of 16/12/23 but when I click on my current package link it still says ‘your order is on its way’ Have WhatsApped for 2 hours this morning and they have no record of the renewal, eventually told me to wait 15 days as ‘back office team’ who deal with web upgrades can take this long?? 

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      2 years ago

      Hi Tsazzy,

      Thanks for your post and welcome to the community.

      Sincere apologies for the issues faced, was this ordered when you were signed into your existing account at all?
      Regards,

      • Tsazzy's avatar
        Tsazzy
        Joining in
        2 years ago

        Yes, it was a renewal offer when signed into my virgin media account as my contract is due to end in January, with the same package and the same monthly price I am paying now.

  • Soupset's avatar
    Soupset
    On our wavelength
    2 years ago

    I have an update! I’ve received another email saying that my request has been fully actioned and that my bundle has been applied. I am really hoping that this is good news but when I log in there is nothing to show my new contract or my new contract price.