Forum Discussion

WYNHA5's avatar
WYNHA5
Joining in
6 months ago

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. 

contract
renewal

6 Replies

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    6 months ago

    Hi WYNHA5 👋

    Welcome to our Community Forums and thanks for your post.

    I'd like to take a closer look into this so will pop you a PM 📩 now and we can go from there.

    Speak soon!

    • Brianlintin's avatar
      Brianlintin
      Joining in
      6 months ago

      Hi Ayisha,

      I have the same problem but I spoke to someone last week who offered me a deal that I agreed to on the phone but nothing had updated online. Can you help me with this?

    • Brianlintin's avatar
      Brianlintin
      Joining in
      6 months ago

      No I haven’t received anything, an email or post about my new deal and online it looks like my previous deal has expired so my monthly price has gone up.

  • Weenell's avatar
    Weenell
    Tuning in
    18 days ago

    I share your frustration. I, too, thought I had renewed my contract and had an email with contract documents (referred to as pre-contract) and advising me to keep the documents for future reference. However this month I got a shock when the amount taken in payment was well over double the agreed renewal price. When I eventually got through to VM I was told I hadn’t consented to the contract offer however there is nowhere within the email or attached documents that even mentions this has to be done and no option to do so. I was then referred to a higher department and the matter was eventually resolved to my satisfaction by a very helpful support person. 

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      18 days ago

      Hi Weenell 

      Welcome to the Community Forums. 

      So sorry to hear you had a similar issue with your contract renewal. 

      It's great to hear that this was resolved for you in the end. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.