Forum Discussion

Soos_Mc's avatar
Soos_Mc
On our wavelength
12 months ago
Solved

Help wante- Got my pre Contract documents but nothing else.

I'm in same position. Found there was a renewal offer on my online account which does seem to be too good to believe. But I accepted it and had email back from "webteam" with an order number and confirming the future cost as offered. I have not had a formal contract yet.  However the order reference doesn't appear on orders section of my account yet. If I try to go back into change account it says a current order is being processed. I have been told that can take 14 working days. That takes me to 6 March but my next bill will be issued on 29 February. So it is likely to for the non discounted full amount. I can't afford to pay out that amount even though I would hope it would be sorted out in bill at end of March.       Having read other posts on here people do appear to have been misled into thinking they have a new contract pending but then are told it hasn't gone through.                                  This is all so worrying for me, a 74 year old single person on a low retirement income.

Any help appreciated. I have written my own post separately but can't find it now!

 

 

[MOD EDIT: Post split to create own thread]

  • dazstoke78's avatar
    dazstoke78
    12 months ago

    I feel for you Soos and this must be very worrying for you at your age and current situation. It's not fair if they cannot or will not uphold these offers that they are sending out to people. 

  • Soos_Mc's avatar
    Soos_Mc
    On our wavelength
    12 months ago
    • A week ago on 14th Feb 24 I clicked on a link on My virgin page which then offered me a new contract at just £8 more than I am paying now. As my contract does expire on 17 March I was thrilled.
    • I clicked on the link and received a  confirmation email from " Web team" with an order number.

            Anyone else had this? Is it genuine?

    •         I have now spent 2 hours on whatsapp web chat with VM. Neither Priyanka nor Nicole could trace the order. 
    •         End result told it can take 15 working days to send new remote and activate package so WAIT.
    • Priyanka did offer me new contract at £32 more than I currently pay!  No way can I afford that.
  • Steven_L's avatar
    Steven_L
    Forum Team
    12 months ago

    Hi Soos_Mc,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your contract renewal, the link that you have logged onto is a genuine link to renew your package but it can take up to 14 days for any online package changes to take place on your account. 

    Kind Regards,

    Steven_L

  • Lee_R's avatar
    Lee_R
    Forum Team
    12 months ago

    Hi Soos_Mc thanks for posting and welcome back to our community.

    Sorry to hear of any concerns you're having regarding your new monthly cost.  Usually in the notification emails there's a timeframe to when the deal in question would be applied.  As you've reached out to us, I would like to take a look on your behalf. I am going to send you a private message. Please Keep an eye on your inbox in the top right of your screen.
    Regards

    Lee_R

    • dazstoke78's avatar
      dazstoke78
      On our wavelength
      12 months ago

      Hi Lee,

      I'm having the same issue with regards to keeping my same package at the same price exclusive email offer. Any chance you can take a look at mine please? As I have accepted this offer twice now and it still says my contract expires in April 2024

      • Unclebuz's avatar
        Unclebuz
        Tuning in
        12 months ago

        Sorry Virgin Media but the response is absolute rubbish. I’m now over 28 days since I accepted the offer got an order number from the web team and still get emails asking me to renew. You ring, you web chat and the standard response is that they can’t find the order number, can’t offer that deal and then transfer you to the retentions team who also seem unable to find the order or put the matter right despite sending them a copy of the contract stating no additions and no deletions to the existing package. So the only option I have is to raise a complaint which I have done. No acknowledgment and no access to the complaint progress as shown on their website. Please rest assured that I will not give up on this and not should anyone else. Independent Arbitration here we come I suspect. Why can’t VM just do what they offered? Marketing Dept out of control??

  • dazstoke78's avatar
    dazstoke78
    On our wavelength
    12 months ago

    I feel for you Soos and this must be very worrying for you at your age and current situation. It's not fair if they cannot or will not uphold these offers that they are sending out to people. 

  • Unclebuz's avatar
    Unclebuz
    Tuning in
    12 months ago

    There is a term insisted upon by the Financial Conduct Authority, ‘Treating Customers Fairly’, a philosophy that VM would be advised to implement and equally OFCOM should insist upon.

    • dazstoke78's avatar
      dazstoke78
      On our wavelength
      12 months ago

      Hey Uncle buzz, Soos,

      I spoke to retention again last night and got through to a very helpful guy from Sheffield, he put together a package for me that basically gives me everything I've got now except TNT Sports. That's 1 gig Internet, mega volt tv bundle, phone with anytime chatter (that I won't use), Netflix premium and 2 extra tv boxes. All this with the discounts comes in at £118 a month compared to the £116 I was currently paying. Hope this helps and if you need any more details let me know and I'll share a screenshot from the contract. All updated and contracts received this morning. I wish you both the best of luck getting sorted.

      Ps. He found the contract I signed up for in January but explained that still wouldn't include TNT Sports due to the name change and exclusion from new deals, also if I'd have taken that original deal I was offered my prices would have gone up in April with the price hikes, doing it this way I won't see an increase until April 2025

  • Lee_R's avatar
    Lee_R
    Forum Team
    12 months ago

    Hi Soos_Mc thanks for getting back to me privately.  
    This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
    Regards
    Lee_R

    • Soos_Mc's avatar
      Soos_Mc
      On our wavelength
      12 months ago

      I am very pleased with the response and efforts of the Forum team.

      Thank you, I know where to come for advice and help in the future.