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!

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.

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

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.

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.

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

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

58 Replies

Soupset
On our wavelength
2 years ago
Good news hopefully, today I have received another email confirming my contract, my package, new price and billing. I can’t see the changes online atm but I have called Virgin and they can now see my new payments and contract so🤞🤞. I still have a complaint open and have made it clear that this situation has been so stressful and is unacceptable. Thank you to everyone that has responded and I hope that everyone on here gets their contracts confirmed soon. I will update further if anything changes.
Soupset
On our wavelength
2 years ago
When I logged into my Virgin media and I was offered another new contract that was £2 a month cheaper than the one that I have just signed up for! I didn’t take it but honestly, I just don’t know what virgin are up to!
- Cardiffman282
  Wise owl
  2 years ago
  What we can say for certain is that VM do not have a Scooby Doo what they are up to themselves.
David_Bn
Forum Team
2 years ago
Hi Soupset, thanks for coming back to us and I'm pleased that there has been some progress made,

I'd be happy to see if we can resolve the pricing matter for you.

Check out the envelope in the top right hand corner for a private message from me.

Thanks,

David_Bn
Sickofthis1
Tuning in
2 years ago
I'm still waiting for a reply
Thought I was gaining ground but feel completely let down again - I had been proposed for a recurring credit to match the upgrade 'black Friday' deal - 3 weeks and not a peep.
Looking like it's gonna be a phonecall to disconnections and also reporting to the ombudsman- certainly makes me question if they value me as a customer??
- Ilyas_Y
  Forum Team (Retired)
  2 years ago
  Hey Sickofthis1 Thanks for reaching out to us on the Virgin Media forums. 👋🏼
  
  I'm sorry to hear you've not had a reply.
  I will reach out to my colleague and ask them for an update in relation to this.
  They will be in touch soon regarding this.
  
  Apologies for any inconvenience caused.
  
  Kind regards,
  Ilyas.
Moonshadow
Tuning in
2 years ago
Sounds similar to my issue. Seems to be a recurring problem with deals offered by email. Something somewhere in the process is not getting to Virgin Media's end and updating like it's supposed to.
Marko_1895
Joining in
2 years ago
@Moonshadow I agree with you.
"Something somewhere in the process is not getting to Virgin Media's end and updating like it's supposed to."
This situation applies to me. I thought I'd renewed my contract easily and at a good price.
I responded to a contract expiry/renewal e-mail on 13/12/23 and signed up to a new 18-month deal and received my contract documents. My activation date was shown as 16/12/23. I thought the job was done. A great user experience.
However on my billing pages nothing changed over Christmas and there was no indication of a new contract.
So I sent a query to the address/team that issued the 13/12/23 contract documents on 8/1/24. Because I was also still receiving renewal offers, I wanted to know what had happened to my order. I wasn't too worried as I thought it would all come out in the wash when Virgin Media got round to sorting the order out. I haven't had a response to my e-mail.
After reading this thread it appears that it won't.
As of today nothing has happened. I will definitely cancel if it is not sorted out.
- Kath_P
  Forum Team
  2 years ago
  Hi Marko_1895,
  
  Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
  
  When you take out a new deal online, it can take the team 14 days to process the order. You usually receive an email after the changes have been made.
  
  As you've not heard anything yet, we'd like to take a closer look at this for you but in order to do that I will need to confirm some information with you to pass security.
  
  I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
  
  Thanks,
EatingApple
Settling in
2 years ago
Same issue here. I am pretty sure their "renewal" process is broken.
My current contract ends in April. On January 7, they sent me a renewal email. I did it and the price was fair compared to inflation. But I just received a bills and the price is almost doubled!
Not to mention the Wifi keeps failing these day. Sigh.
- EatingApple
  Settling in
  2 years ago
  Got replies from agent. It is a prorate charges of current bill (the periods between last payment and new contract activation date) plus next month of the new contract, So basically, the bill is covering two months.
  Which make sense to me now.

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

58 Replies

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