Forum Discussion

markdyer72's avatar
markdyer72
Fibre optic
2 months ago
Solved

Online contract renewal check

Hi,  My contract is up for renewal in February, I called and chatted online yesterday to no avail and then I noticed the online renewal offer in my account had reduced to what I was happy to pay.  It stated that I would be renewing my contract like for like so keeping everything I have now, so I clicked through to renew and have received the pre-contract email, but unfortunately it doesn’t have Netflix stated on there which I have included now,  would it be possible to check that I will still retain ALL my services that I have now as was suggested on the renewal page, and also that the renewal has gone through, as last time it didn’t go through when I did it online.

 

thank you

Mark

  • Sabrina_B's avatar
    Sabrina_B
    20 days ago

    Hi markdyer72 👋.

    Thanks for reaching out to us, sorry to hear you are having issues with your package, so that we can look into this with you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

     

  • I also have same issue with Netflix and extra box showing on online renewal yet states I won’t lose existing benefits. Can someone please check this for me. 

    • KJ306's avatar
      KJ306
      Just joined

      Sorry meant Netflix and extra box are not showing but told benefits will stay the same this is very misleading. 

  • I am having a similar issue in that I have accepted a new contract offer listed in my account that states "Choose this deal and keep your current Virgin Media plan without losing anything." My current contract includes Netflix Standard (without ads). My current contract is due to end on 25th March 2025. I have received the new contract documentation via email and it fails to mention anything about Netflix.

    Please can you confirm:

    1. Netflix (without ads) will be included in my new contract
    2. The new contract will commence on the 26/03/2025.
    • Jimswe's avatar
      Jimswe
      Tuning in

      3) also my second tv box doesn’t appear to be on the contract documents. Please confirm this is included in the contract renewal. 

  • Hi again,

     

    I know we discussed this in PM and the outcome was that my contract renewal was in place, but nothing has changed in my account and it still thinks I am out of contract and I’m still getting the ‘renew your contract today’ email.

    is this just an oversight and the account settings have not been updated yet or is it something I should be worrying about.

    regatds

    Mark

     

     

     

     

    • Nathan_B's avatar
      Nathan_B
      Forum Team

      Hi there, thanks for coming back to let us know. Sorry to see this is still not showing.

      I can see you've been in PM with one of my colleagues to discuss this over the weekend so it'll be best to reply via PM to them so this can be checked again for you.

      Regards

      Nathan

  • Just been on chat and stated it is on my account, but I’m not convinced while it’s still not in my account as a new contract :)

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi markdyer72 👋.

      Thanks for reaching out to us, sorry to hear you are having issues with your package, so that we can look into this with you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

       

      • markdyer72's avatar
        markdyer72
        Fibre optic

        hi Sabrina,

         

        thank you I have responded to your private message

         

        Regards

        Mark

  • Any update on this please.

     

    much appreciated thanks in advance 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    You see now how they work to stitch you up. 

    You have the right to cancel the new contract without charge within 14 days. But they tell you it will take 14 days for the new contract to show in your account - which as you have already pointed out is quite unnecessary.

    I'm not a lawyer, but it seems to me this is an extremely questionable practice. In your position I would be speaking to Citizen's Advice and showing them your original agreement with the confirmation of what you accepted.

    But VM will be expecting you to just give up and pay the extra money. 

  • And as you can see it clearly states I will not lose any services that I have now so I would expect nothing to change apart from the price which is a couple quid more than I pay now.

  • Hi again, it’s been nearly 14 days and I still haven’t heard anything, I wouldn’t have thought would take this long to click a button to renew at what I was offered, and now when I log in to my account to check all I get is the ‘oops sorry’ page as below.  Is there any way anyone can check if this is going through as my contract comes to an end very soon and I don’t plan on paying full price what it goes up to.

     

  • Hi markdyer72, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

    We're sorry to hear there's been some confusion around your contract renewal. Only those services listed on your pre-contract will be included. If Netflix is not showing on there, this would not be included with the exception of if you usually pay via 'add to bill'. If this is the case, the Netflix service will continue however the cost will be on top of your monthly rate. 

    It's also worth noting that if you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

    Let us know if you have any further queries or questions. 

    Thanks, 

    • markdyer72's avatar
      markdyer72
      Fibre optic

      Hi thanks for the reply, but on the online renewal it satiates we would get everything I have now and wouldn’t lose anything.  Also not sure if has gone through as it’s now back in my account as,if I haven’t clicked it…

       

      might just have to look around and see what else is available…

      • KJ306's avatar
        KJ306
        Just joined

        Hi did you get this sorted as I am having the same issue. Netflix was not added but said I would have same benefits. Also had an extra box but now cant see this listed. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    You need to check very carefully what the renewal actually includes.

    VM have changed their TV definitions so that renewals sound the same but are not. One complaint has been that Netflix is now with ads, and there was a problem with sports channels.

    You may have to exercise your right to cancel under the 14 day rule if you think they have deceived you.