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54KUR4's avatar
54KUR4
On our wavelength
2 months ago

Offered something that can't be given?

 

My contract is soon ending. Today, I saw an offer for a renewal package costing £49.81  a month whilst my friend was on the phone to  Virgin Media for me to discuss a retention deal. I accepted it online  ---  and were then  told that the deal "wouldn't go through" and "it wasn't seen at their end". I actually received emails for pre contact for the £49.81 deal!!! 

I ended up accepting one that was £55.61 in the end as I really cannot afford anything else. ..

I am disappointed to see that I  couldn't get the £49.81 deal after all - despite being offered it in my virgin media home page. 

I'd appreciate any help with this please and thank you. 

5 Replies

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  • arrgee1991's avatar
    arrgee1991
    Problem sorter
    2 months ago

    I have exactly the same issue.

    Eventually after being made numerous offers I could refuse, I contacted retentions who advised that if it doesn't go through in next fortnight before current deal ends to call back and they will honour the contract issued.

    It is ridiculous that the "computer says yes" and the "staff say no". Even more ridiculous the staff apologised on behalf of the system!  

    • 54KUR4's avatar
      54KUR4
      On our wavelength
      2 months ago

      It's ludicrous isn't it. 😒

      Now I have two pre contract emails and I just hope I don't get double billed now.  If it didn't go through - how and why was I sent the document via email ....  . 

      I wish someone could make it make sense for us. I hope you get yours sorted soon.  I would swap to another company but there's not the same speeds which is rubbish. 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Hi 54KUR4 

        Welcome to the Community. 

        Sorry to hear of your contract and renewal concerns. 

        If you've agreed on a new deal via your online account, this can take up to 14 days to be applied as the team would need to manually add it to your account. Whereas when you call, this is done immediately by the agent, so there may be some confusion there between the two methods of how you've agreed on a renewal. Please do keep us posted when your next bill is generated if your contract and monthly amount are any different than agreed, and we can investigate this further for you.