Problem viewing renewal options
Hi. I am out of contract yet every time I log into my Virgin media to change/renew the contract, I receive the "Oops! Looks like something's gone wrong" message.
I tried calling but the call handler had no idea why this issue was occurring and had a very unhelpful conversation where they were just trying to move me to a more expensive contract without presenting options. I simply want to see what my options are to amend my contract and, if necessary, leave for another provider.
The 'Oops' message is a regular source of complaint on here as customers try to renew or respond to a 'special' offer. One can only assume it is intentional on the part of VM (because it has gone on for a very long time now and has not been fixed) and has an element of plausible deniability that it is nothing more than technical fault.
VM wants you to ring up each and every time you renew so a sales agent can give you the hard sell and try and get you to buy a bigger/better/more expensive package.
If you are on a VM connection, VM has previously often screened new customer packages from displaying to existing customers. If you use the 'Packages' links at the bottom of the page it may show you all packages for new customers. From there you would be able to see new customer pricing and the 'standard' pricing for a particular package from month 19. Renewing as an existing customer you might realistically renew somewhere between the two (although individual customers may do better/worse depending on their negotiating skills).
Anything VM offers you ready-made as a renewal package is unlikely to be very competitive compared to haggling with a VM sales agent or switching supplier and becoming a new customer elsewhere.
Do your research on what the alternatives are for your area and have that info at hand when you contact VM. Recent topics on here suggest that VM's first renewal offers are high and uncompetitive and sales agents do not move any on price. You may have to put in a cancellation to get a better offer but that might not be forthcoming so, if you do cancel, you should be prepared to follow through and leave, if necessary.
