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Mince's avatar
Mince
Tuning in
2 months ago

Issues with contract renew

Hi

Just wondering if anyone else is having the same issue. My contract is up for renewal on 5th April 2025. I received offers and spoke to someone (Martin) at Virgin on 8th March 2025 to renew. Agreed price and was told everything has gone through and I would be able to view on my online account in 24 hours. Checked 48 hours later, and no details. I still kept getting offers by email - stating for me to renew.

I contacted Virgin again on 12th March 2025 on the web-chat, and was only to be told that the offer had not gone through. Was a bit surprised as I would have been charged the higher rate when my offer was not put through and when my contract would have ended. (I still have the contract summary offer made on 8th March). The person told me (Davensh on the web chat) he would put the offer through again and would credit the difference so the same offer price was given. He assured me that the offer had been accepted and i would received an email to confirm in 24 hours. A transcript of the conversation has been saved for my records.

I checked agian 48 hours later and still not showing on my account or no email received. Only an email showing the contract summary generated on 12th March, but no email stating the new contract details being agreed. I called again on 14th March. Again to be told that the offer had not gone through. They again offered me the contract with a couple of pounds lower. I received the contract summary agian by email to check through. I agreed, and they had put it through. They said I would receive an email in 24 hours showing what has been agreed. She (Cyrine) also went through what my bills would be and explained when the amounts would be debited. Shes said the offers previously would not have gone through as they did not go through my bill payments.

I've checked again today, and still no changes seen on my online account or no email received as promised. I'm not sure if the renewal has been put through. It seems that each advisor are trying to make it their 'sale' to keep me as a customer and trying to renew the offer themselves. All I want is the offer to go through and having written confirmation of it by email and for it to show on my account. I do not want to find unauthorised monies been taken by Virgin at the end of my contract with Virgin when I have tried to accept a new renewal offer.

I know the post is long winded, but having tried so many times it seems I'm getting no where. Just wondering if it would be better to cut my losses and go to a provider that gets things done with no fuss. Very fustrating when they say it has been done and I will definately get confirmation - and then nothing.

Thanks

Mince

 

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  • wolfmansteve29's avatar
    wolfmansteve29
    Joining in
    2 months ago

    Similar thing here,  I received a call from VM offering me a great deal on BT Sport if I renewed my contract,  I agreed and was promised it would commence that evening just in time for a champions league night. I told my son and we waited in anticipation of switching on.

    Tomorrow arrived and still no BT sport, contacted VM online to be told that no such arrangement had been made, but they will immediately switch on BT for double the price I was promised, oh and no new start to my contract so April increase will arrive also.