Online Renewal Issues, Frustration and can't get any information
I'm frustrated and very confused with Virgin Media's online renewal process. My contract ends 6th Dec 2024. I have the ultimate volt package and was offered a like for like renewal online for a small increase so decided to renew online on Thursday (28th Nov).
After submitting the order, I received a pre-contract agreement and an order confirmation email. However, I have not received any further communication or updates regarding our new contract since then.
I have phoned Virgin a couple of times but either get staff re-pricing the renewal (at higher cost!!) or they cannot tell me when my new contract starts!!
I am very worried about this am trying to sort this before contact ends.
What is more concerning is that my online account now look wrong as
- it says that my current package is expiring 5th December 2024 (but showing the new deal price) and
- the online renewal option 'Grab your deal' (same price) is there and I can select it again - giving the impression I haven't 'renewed' even though I have an order number.
I just want to simply renew at the agreed price so things just roll on for another 18 months but I have no confidence that the process is working as no one can confirm the new contract is in place.
Please can someone help/advise how to make sure this online renewal service goes through.
