I chatted with Sanjeev on 05/03/25 about contract 100303818825 for an 18 month deal at £88.72, rising to £92.22 in April 2026. I printed out the PDF relating to that. I keep getting offered deals at £97. I chatted to Samuel (13/3/25) who can't find the contract and can't match £88.72 as a renewal. He passed it to Vera Bernadette. I have TNT Sports which I never use, only Sky Sports F1 for car racing and if there's a deal without TNT Sports that would help. I web chatted with her for almost 40 minutes when she eventually said I'd failed account security checks and logged off! I then web chatted with a FOURTH agent who said best deal he could offer was £129!!!!!Deals on the web ( New users !) BiggerCombo bundle + Sports is £54.99 which I see has slower fibre but fast enough for me. I now get texts with a link which when I click to it displays an "Ooops" message saying to try later, when I try later it says link has expired - amazing. Seriously considering moving to Sky.

Correct, you are no longer a new customer, so VM aren't interested.

They work on the principle that the more you call them the keener you are to renew so the price goes up. The only way to get a better deal is to put in your 30 days notice. Then you'll get a phone call with an offer.

I dumped VM TV and phone a long time ago. I just use a Humax Freeview recorder and dip in and out of streaming when it suits me on an Apple TV box. Much, much cheaper and very easy to add/remove the streaming suppliers. I’ve not regretted any of it. I move about ISP’s according to costs. Loyalty, it seems, is long gone. Note - You will need to have a non ISP email account if you wish to move about.

Sounds like you have tried all routes to get a decent renewal and VM keep failing you.So, to avoid stress, use the OTS service to switch elsewhere, a provider that does the phone landline by sounds of it. You can always use Sky Stream as a separate subscription for TV. You won't even have to ring VM as the OTS does it all and closes VM services down when switched. If you have an ALTNET in your area, these are often cheaper then BT based ISPs and give symmetric speeds on upload and download, often with no in contract price increases. Some like Netomnia/YouFibre also allow new customer pricing at end of contract too if you renew. They also do phone and you can still order Sky Stream to work on it too. Most ALTNETS also support using OTS when you sign up too, you just tell them who your current incumbent provider is.

Hello Craigmill86 Sorry to hear of the package renewal issues and the issues getting support with this, we appreciate the frustration this can cause and for you raising this via the forums. Welcome to the community. We ordinarily don't assist with package changes via the forums but given the experience we're eager to take a look and see what we can do to assist. I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond. The deal on the website will be a new customer deal that we can't offer you as an existing customer but we will do what we can to assist.

Renewal Fiasco | Virgin Media Community

16 Replies

Robert_P
Forum Team
2 months ago
Hello Craigmill86

Sorry to hear of the package renewal issues and the issues getting support with this, we appreciate the frustration this can cause and for you raising this via the forums. Welcome to the community.

We ordinarily don't assist with package changes via the forums but given the experience we're eager to take a look and see what we can do to assist. I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

The deal on the website will be a new customer deal that we can't offer you as an existing customer but we will do what we can to assist.
Craigmill86
Tuning in
2 months ago
Robert helped best he could but best rate he could achieve was £101.22 up from £88.72 and the £54.99 package which fully fits my needs is New Customers Only ! Remember the old NationwideTV advert? So rather than give a good package they're prepared to lose a customer of over 10 years.
- carl_pearce
  Superstar
  2 months ago
  Correct, you are no longer a new customer, so VM aren't interested.
  - jpeg1
    Alessandro Volta
    2 months ago
    They work on the principle that the more you call them the keener you are to renew so the price goes up.
    The only way to get a better deal is to put in your 30 days notice. Then you'll get a phone call with an offer.
Craigmill86
Tuning in
2 months ago
Well Robert got back and I'm on a good deal just a little less than current cost though it goes up to £136 in September 2026. Thinking of going broadband only and ditching the TV service altogether at that point and just watching Freeview Channels. Money saved would buy a decent DVD hard disk recorder. As an aside I asked for TNT Sport to be removed via chat to our off shore friends. She did and came back with a new contract document to approve for £139! Needles to say I did not approve or reply.
- Adduxi
  Very Insightful Person
  2 months ago
  I dumped VM TV and phone a long time ago. I just use a Humax Freeview recorder and dip in and out of streaming when it suits me on an Apple TV box. Much, much cheaper and very easy to add/remove the streaming suppliers. I’ve not regretted any of it. I move about ISP’s according to costs. Loyalty, it seems, is long gone. Note - You will need to have a non ISP email account if you wish to move about.
Craigmill86
Tuning in
31 days ago
It gets worse!!!! Got a new contract this morning for £148.25 and first month £224. It has the full Sports packs. Called the Termination Squad and Elizabeth (UK ! ) went through it again and has got it back to £84 but she says there's every likelihood that they'll bill me £224 on 7/4/25. If they do call back and they'l fix it. Once this settles down I'm going to broadband + landline and totally dumping TV. I get plenty on Freeview and Amazon prime. My e-mails are gmail and outlook so moving ISP isn't a problem, Learned that lesson back in the TalkTalk days. Need landline for health support issues:-(
- unisoft
  Knows their stuff
  31 days ago
  Sounds like you have tried all routes to get a decent renewal and VM keep failing you.
  So, to avoid stress, use the OTS service to switch elsewhere, a provider that does the phone landline by sounds of it. You can always use Sky Stream as a separate subscription for TV. You won't even have to ring VM as the OTS does it all and closes VM services down when switched.
  If you have an ALTNET in your area, these are often cheaper then BT based ISPs and give symmetric speeds on upload and download, often with no in contract price increases. Some like Netomnia/YouFibre also allow new customer pricing at end of contract too if you renew. They also do phone and you can still order Sky Stream to work on it too. Most ALTNETS also support using OTS when you sign up too, you just tell them who your current incumbent provider is.
- Akua_A
  Forum Team
  31 days ago
  Sorry to hear this issue is ongoing Craigmill86 We truly want to resolve this issue for you. We can see you are currently in contact with our team via PMs. Please remain in contact there and we will do our best to assist.
  - Craigmill86
    Tuning in
    31 days ago
    I got back to Termination Squad AGAIN! This time I spoke to David who said he would fix it. After a few minutes he said it’s all set , I won’t be charged £224 and my contract is £80 a month. I’m expecting a big bill by tomorrow morning from Virgin with yet another new contract.
Craigmill86
Tuning in
31 days ago
Well yes the £219 bill arrived so back on to Termination Squad and David assured me it will be £84 - what an absolute shambles of a business. I will stay for a couple of months to let things settle down then off to another provider, can't be worse than Virgin surely?
- Adduxi
  Very Insightful Person
  31 days ago
  Unfortunately you can't just stay for a couple of months and then move away. You will be hit by an Early Termination Fee. You only have a 14 day cooling off period when changing contracts I believe.
  - Craigmill86
    Tuning in
    31 days ago
    Adduxi, The way I feel about Virgin at the moment I'd willingly take the hit. Another option would be to dump all the TV and just keep broadband and landline but they would probably screw that up as well. Because of age related health issues we need a land line!
- Akua_A
  Forum Team
  31 days ago
  We truly apologise on behalf of our team. Our team will do their best to help via private messages. Please bear with us in the meantime.
  - Craigmill86
    Tuning in
    27 days ago
    Adduxi fingers crossed it may be fixed. Eventually David on the UK Team took charge and as far as I can tell it's progressing. Sky Sport and Sky Cinema have been removed as well as TNT Sport. Price is as agreed at the start of all this and no demands for astronomical monthly payments have appeared. Once it's all settled down I'll dump TV service totally and just keep broadband and landline. Freeview & Amazon Prime deliver my needs and a dual tuner DVD player/recorder will replace the Virgin box.

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