No longer able to view contract renewal offers online

Question

My 18m Virgin Media contract is scheduled to run out in mid-October, and when previously logging in to My Virgin Media, I've had multiple links to view renewal offers flagged to me across the page (banner at the top of the page, other links throughout the page etc).

Clicking through these, I was previously offered a new 24m contract for slightly less than I'm currently paying. However, with a lot going on in July and August, I haven't been able to find time to look into this until recently, so have not yet renewed or taken up any of these offers.

As it's now closer to the expiry of my contract, I logged in yesterday looking to potentially renew, to find the majority of these links have disappeared. Instead, I only found a single link in the 'Your package' section (reading 'Your contract is due to expire - We may be able to reduce your monthly price, explore your renewal details').

When I click this link, I am forwarded through a few different pages, before the browser settles on the 'Change my package' page (https://care.virginmedia.com/care/change-package/my-current-package). This does not show any new contract offers, and only allows me to add upgrades to my existing contract, which I obviously do not currently want to do.

Why have the upgrade offers disappeared from my account? Is there a technical issue preventing them from appearing?

jpeg1 · Answer

Those offers are to tempt you into signing for a new 24 month contract there and then. If you don't accept immediately, they are no longer valid.

When you search on your account, it flags up to VM that you are really interested in renewing, so you are unlikely to be offered such a good deal again.

MaffewE · Answer

Problem being, there's no options for renewals being provided at all - no deals, no way of renewing my contract at all.

Previously, if I clicked through, I was shown three potential prices available if I renewed for 24 months:

Slight monthly reduction (down £4-5) if keeping everything the same
Slight monthly increase (up £1-2) if I upped broadband to 350
Bigger monthly increase (up £5-6) if I upped broadband to 500

Clicking the link provided now takes me straight to the separate upgrade page, which states it's for adding to my current contract, and only allows me to do anything if I select an upgrade - no messaging or options relating to renewals at all. It's like it no longer thinks I'm due to renew.

Matthew_ML · Answer

Hey MaffewE, thank you for reaching out and we are sorry to hear about your renewal issues.
Normally if you are due for a renewal, we would send you an email / letter to let you know.
We normally send this around 2 month before the renewal date.&nbsp;

MaffewE · Answer

Hi Matthew,Thanks for your reply - however, I don't see how that actually answers the question I'm asking.As noted in my original message, my contract expires in mid October - which is indeed less than two months away. For the last month or so, up until yesterday, when I logged into My Virgin Media I was notified in multiple areas of the page that my contract would be expiring soon and given the option to look at available offers.As I was being offered a renewal, I believe this means I would have been 'due' one, as you say. Clicking the links took me to a page where three different renewal offers were shown.As of yesterday, only a single link still appears on the 'Your package' page, reading 'Your contract is due to expire - We may be able to reduce your monthly price, explore your renewal details'. This redirects a few times before it instead takes me to the 'change your package' page, offering me only the option to upgrade my current contract.So in summary, I was provided with the option to renew my contract via available offers for the past few weeks, up until the last couple of days, when the option is no longer provided anywhere when I log in - despite my contract being up in 1.5 months. I'm baffled as to why the option has seemingly disappeared, as the renewal date has gotten closer.

MaffewE · Answer

I keep replying to Matthew_ML's reponse, but my replies then seem to disappear almost immediately. Apparently, it's both My Virgin Media and this forum software that don't like me.

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No longer able to view contract renewal offers online

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