Oops something went wrong - Renew contract

Hi stiffers,

Thank you for your post. I'm very sorry to hear that isn't working for you. 

Have you been able to try this on different web browsers?

^Martin

Just to say I get the same any time I select the upgrade button when logged in. However if I just wait 10 seconds with the error on the screen it then finally loads the correct screen automatically. 

The same thing happens in 2024. It appears to me like VM are making it very difficult for existing customers to plan / understand what deals are available to them – forcing them to call and not allowing them to make make clear and informed decisions about whether or not it makes sense to re contract.

Here is a screenshot of the "re contract" email (received April 2024) – encouraging me to find out what "exclusive offers" are available to me as an existing customer:

re contract email

Here is the error page:

error page


I've tried also logging into my account and stepping through the wizard, encouraging me to login to My virgin media -  which I did ...

wizard

After logging in I was redirected here and clicked the "See my offers" button (for clarity, again, I was logged in): 

see your offers


I was then redirected to the same error page above.

I was forced to call ... and as an existing customer still in contract, was offered only ONE DEAL. That deal was the same packaged (but with TNT sports removed) and was double the cost of my existing deal. I said I was not willing to take that deal, and was encouraged to call again in May ... when there may be better deals. I asked if I could downgrade my package and was told that was not possible at this time.

I then tried to change my own package from my virgin media account - and reached the same error page again, as above. 

Basically, as an existing customer - I have no way of downgrading, or viewing offers available to me when my contract comes to an end. But, as an existing customer - I can clearly see and plan ahead. 

This is terrible customer service and gives existing customers nowhere to go other than to leave Virgin Media and seek an alternative service. The fact this thread has existing from 2022 - makes it clear no efforts are being made to make this easier for existing customers - or, what's more likely – is a deliberate attempt to make lives difficult for existing customers, forcing them to just accept a new contract at double the price. 

So this is STILL ongoing. I've been out of contract for a while now. Getting this same error message as the other guys. Forced to call, an was told what I'm paying out of contract is actually better than they can offer me by even downgrading! The page loaded for less than a second, so I screen recorded it and took a freeze frame. This shows me a renewal price £8 better than I'm now paying and makes the person I spoke to on the phone sound like a bit of a liar... I can't however accept this offer as the page doesn't load for long enough... 

Hi

I I have had the same problem. Can anyone help?

contract ends 30th june

Could someone dele my photo as I realise my email address is on there and it will not let me edit