Forum Discussion

spaceinvader1's avatar
spaceinvader1
On our wavelength
1 year ago

Re: Contract renewal

Had an email Monday offering a new deal as we're out of contract in Sept. Downloaded contract terms etc and went back next day to agree them but the link has disappeared. Spoke to customer service who couldn't see the ‘contract information sheet number’. Spoke to another woman who suggested the link was only open for 24 hours. The best she could offer was over £100/month over the email offer. I'd like to accept the offer if possible as we've enjoyed the Virgin service. If the renewal offer is over £100 extra we will be rejoining sky as we can't afford the extra charges. I've also posted this on another part of the community forum.

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    1 year ago

    Hi Nick

    There are a few other threads/posts on the forum where customers have been sent emails with 'early'  (the bold is my emphasis) renewal offers in error. It looks like yours may be one of them since your current discounted contract price isn't due to end until September.  The offer emails are normally sent out in the last 4 to 6 weeks of the customers contracted period.

    Generally VM offer the best discounts/deal when the customer is in the last 30 days of their current contractas that's when you have the upper hand of being able to play the cancellation card.. If you were to cancel now and move to Sky (or any other provider) then you would need to pay early termination fees for the remainder of your current contract. 

    • spaceinvader1's avatar
      spaceinvader1
      On our wavelength
      1 year ago

      Hi Dave,

      I wouldn’t cancel Virgin until late August anyway as I’m aware that I’m under contract until September 23rd.

      I wasn't looking for deals at the moment but this email offer came out of the blue from Virginmedia. I can't imagine that they'll better it in August and I just want to accept the offer they sent to me which would run from Sept 24th. The telephone lady offered a deal over £100/month extra.

      I just thought that accepting the deal which was offered would mean that I wouldn't have to go through ritual of cancelling etc in August to get a decent deal. I did all this with Sky last year and it's quite time consuming but I am prepared to move to achieve the best deals. If Virgin were prepared to honour the deal which was offered - and I have the pre-contract terms etc - then this would save me quite a lot of hassle.

      I don't understand why they would offer a deal and then not honour it unless it was a mistake or there's a hitch somewhere. Hopefully they will respond to this and honour the offer as I’ve found the Virgin Media set up to be very reliable.

      Cheers 

      Nick

      • spaceinvader1's avatar
        spaceinvader1
        On our wavelength
        1 year ago

        Gosh, I found the renewal link was working late last night so I’ve clicked on it and ‘renewed’ my contract.
        I have downloaded the ‘contract summary sheets’ as I did last time which shows a cheaper monthly price than last week. I have a different ‘contract summary sheet number’ but this time I’ve also had an email providing me with an ‘order reference number’ and an ‘activation date’.
        The problem is I’m still not sure: when the new contract runs from; the date it ends; whether it's activated prior to Sept 23rd; whether TNT and Netflixis included (it looks like it but is this only until Sept 23rd and there's no mention of the extra boxes we have at the moment. I really could do to check these details with someone before the 14 days run out. The customer service people (abroad) don't seem to have access to these e-mail offers. Who do I contact? Any ideas?

        I really would like to progress with this order if possible as I’m happy with the Virginmedia service so far.