Forum Discussion

Jamesw1968's avatar
Jamesw1968
Just joined
13 days ago

Phone price vs online

I accepted an online monthly renewal price yesterday of just over £34, but needed to speak to an agent about getting an extra box, so I gave Virgin a call. The agent was super helpful, and after about 15 minutes she told me it would arrive next week. All good, until I got an email this morning saying my renewal price was £115 including the free box!! Is that an error on the agent side, or are they driven so hard to make commission that the agent hoped I wouldn't notice?! I'm not saying this from a malicious perspective, but the online (as I understand managed by marketing) vs the sales driven renewal team should be more on a page, and definitely more transparent. Anyone else had this issue? 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    13 days ago

    Hey James11968, thank you for reaching out and I am sorry to hear about your package issue.

    If you have done an order online it can and will take around 14 days to kick in.

    You would need to go off the price you renewal for this will be the deal however adding an extra box may adjust the discounts because this wasn't include.

    So it may work out more expensive if you rang up and took a new box out as this would of been a new deal.

    We cannot see any online orders until they have processed.