Forum Discussion

VROODER's avatar
VROODER
Joining in
11 months ago

RENEWAL is impossible

Over a decade with Virgin and have lived their different levels of customer service over the years when it comes to renewal.

And now, in 2024, a massive step backwards that indicates no one from Virgin have walked the UX journey themselves to renew which, I assume, was put in place to make renewal easier.

Bearing in mind that like many people, evenings is the best time to look at contracts.

Well, let's go by the steps:

1. You send emails and the links don't work to see my options.  This is both direct and when I have signed in then try the links (see attached "oops")
2. Banners like "Planning ahead to 2025" again are a dead end with the same oops.
3. WhatsApp: "Our team usually gets back to you in two hours"....well, the auto-questions, you end up in a loop with no way to message.  Well done.  Your WhatsApp is useless.

So....I called.  And 15 minutes later, it is done.  

To the team putting together the renewal journey.
At the top of the white board, it should say: Make the journey quick and simple.
They didn't read that line.  So fire them all.  Seriously.  They represent Virgin and are not even worthy of the clown make-up they wear.
Then build a journey that isn't flawed.
Make the email say "Sign into your virgin media account to see your options"
Then have a clear banner with the actual word RENEWAL included.  Simple. Nothing "plan ahead", see your options, etc.  The word RENEWAL.

And on the site, create a simple way to send a message.  There is no simple way.  And as far as I could see, no way to send a message on WhatsApp for your team to get back to me. 

Have worked in UX.  Have worked with customer journeys.  It should be a couple of clicks.  Why Virgin Media make it so difficult to reach out to them.

In the end, 0345 which I found by searching google.  Not via your site. 

Contact us....ya, right.  Take it down.  Build it again.  
Contact us>Email-phone-mail-whatapp-quick links to help
Two clicks and people get to what they need instead of a stream of clicks through help.  

Someone from customer service or management try the journeys.  You might be quite shocked by what you find

  • Hello VROODER 

    Thanks for posting and welcome to the community.

    Sorry to hear of this experience. Is this error only when clicking through the email you've received, or when you try and access your online offers yourself through logging in unprompted? 

    In relation to contacting us, all methods can be found here - https://www.virginmedia.com/support/help/contact-us

    I can see from a system check that you have got everything sorted but please keep us posted if you need further help.

    • tcoftopcats's avatar
      tcoftopcats
      On our wavelength

      yeh i have a right week as well with live chat even

      my contract ends 31st may

      so i just went into chat to get the right date i should give my 30 days notice

      ( did not want the big jump in costs after deal ends )

      went on at 1.29pm at 4.01 pm i still did not have the date

      i did not find out about how my o2 sim works as that ends same day

      just got offers to renew with prices i coud get cheaper by just logging into m account

      got so annoyed just gave my 30 days notice and left chat

      got call later from someone offering a deal on mega tv 3 offer

      but could not get any details of it consists of ???

      i have maxit plan inc tnt  gig net phone and o2 sim

      but now i have email saying we are sorry to see you leave on 31st may lol

      seems they just dont care about renewal deals they just want new customers for bigger prices

      oh well lets see what other comps offer

      glad vrooder  got your sorted

      someone got what they needed

       

    • VROODER's avatar
      VROODER
      Joining in

      John,
      It was through several emails
      I also went to the site and followed renewal prompts.  All were dead-end oops.
      I tried from every angle.

      Yes, I renewed on the phone.  But read through the three pages.  
      The UX experience to renew is horrendous.
      Virgin's whatsapp chat is nonsense. 

      Suggest the following:
      Have upper management try to renew a contract via email or the site.
      Have them try going through HELP.
      Have them try to chat via Whatsapp
      Let them be as frustrated as the customers are.
      Then....Fire the UX team.  Seriously.  Fire them.  They build things but never test them.
      Dear _______
      Oops, something must have gone wrong. You're fired.
      Or
      When their contract comes due, send them an email to renew their work contract that doesn't work.
      Then,   
      Have someone come in. Even someone that is fresh out of college looking for work experience can likely do better. Ask them to place a button on the landing page that says RENEW OR CHANGE YOUR PACKAGE
      Have it go to options: DO ONLINE / CHAT /CALL  
      And make sure that each UX journey works.

      Scrap your whatsapp.  It is useless.  Unless you are going to develop something properly, don't put it out so you can tick the box that says "Oh, look at us. We're on Whatsapp".  
      Your user experience is a tool for retention.  
      Everything should be a tick a way. 

      Yes, I renewed,....by phone......So if you can't offer people proper online options, extend your hours during the week to 9 or 10 to offer proper one-on-one customer service. 


      • Paul_DN's avatar
        Paul_DN
        Forum Team

        Hi VROODER,

        Thank you for your feedback, we will make sure this gets fed back, apologies again that you had a hard time negotiating a new deal which you eventually did over the phone.

        If you do need any further help, please do not hesitate to reach back out.

        Regards

        Paul.

  • I'm having the exact same experience as this; and have had to google the phone number to call so I can now cancel Virgin after 8 years. Horrible renewal experience, and if I don't call my package prices are going to double.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there phillmass 

      Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

      I am so sorry that you have faced this issue with your account, can I ask if you were able to speak to our teams about a package at all? Were they not able to offer anything suitable?

      • Jubarju's avatar
        Jubarju
        Tuning in

        I think the point is people want to do it in a way that suits them, ie through a simple link or online, rather than always have to call and go through the selling spiel! Personally I am able to multitask and use online, finding time to call during working hours isn’t as easy

    • tcoftopcats's avatar
      tcoftopcats
      On our wavelength

      same here

      finally had to 30 days notice earlier than i wanted to

      read my reply to vrooder

      all i was looking for was decent deal as sky offered me one

      but wanted to save hassle

      but now they just asking to basically double my last deal price

      or say goodbye

       

      • Akua_A's avatar
        Akua_A
        Forum Team

        Hi tcoftopcats 

        Sorry to hear you were unable to find a deal with us and that you are leaving our service. We are sad to see you go. Please do not hesitate to contact us if you need any further help and we will be happy to assist from here.

        Thanks,

  • PhilLFC85's avatar
    PhilLFC85
    On our wavelength

    this error is on absolutely everything on the website nothing at all works constant barrage of oops something went wrong

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi PhilLFC85 thanks for your post although we're sorry to hear of the concerns you've raised here.

      Is there anything in particular that you're looking to do via the website, that we can help support with please?

      Many thanks

  • So, same issue for me. Website, App, all garbage. I'm looking to renew my contract as I'm currently paying stupid out of contract prices and

    "oops" 

    Looks like something's gone wrong.

    We couldn't find the page you're looking for.

    Really bugging me at this point why is your app/website so broken. Please help and fix this..... 
     
     
    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi Zombieslugger 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear about the poor experience you've had and that you feel this way 😔

      Given the situation, we'd suggest contacting our customer relations team to discuss renewing your contract.

      The best number on which to call them is 0345 454 1111 (Option one, then four, then four), or 150 from a Virgin Media landline. 

      Please let us know how you get on.

      Regards,
      Daniel

      • Zombieslugger's avatar
        Zombieslugger
        Tuning in

        So, you just don't want to acknowledge that the entire app and website is dog water? Instead of telling people to call, which in 2024 is ridiculous. Fix the app/website. What are this people even paid for!? I work nights and often struggle to make time for calling companies.

  • i followed the call option that sent me an offer via text message

    upon following the link i get the oops message yet again

    been trying since jan when my contract expired to sort it

    quite possibly the worst maintained website i've seen in decades

  • I am having this same issue, it’s the second time the email has been sent to me. The first time I contacted customer service via chat…..should be simple but it’s a QR to contact them, on the screen of the phone I want to use to talk to them!! Why?!!!
    when I finally did get to chat to somebody they said “it’s because your contract is ending you got the email” I know this, what I was trying to tell them is it doesn’t work!!!! All I want to do is re contract if it’s a good deal or leave if it isn’t. Trying to contact customer service online isn’t intuitive and it’s really making me question how much a customer is valued if they have to jump through hoops.

  • tcoftopcats's avatar
    tcoftopcats
    On our wavelength

    yeh i have a right week as well with live chat even

    my contract ends 31st may

    so i just went into chat to get the right date i should give my 30 days notice

    ( did not want the big jump in costs after deal ends )

    went on at 1.29pm at 4.01 pm i still did not have the date

    i did not find out about how my o2 sim works as that ends same day

    just got offers to renew with prices i coud get cheaper by just logging into m account

    got so annoyed just gave my 30 days notice and left chat

    got call later from someone offering a deal on mega tv 3 offer

    but could not get any details of it consists of ???

    i have maxit plan inc tnt  gig net phone and o2 sim

    but now i have email saying we are sorry to see you leave on 31st may lol

    seems they just dont care about renewal deals they just want new customers for bigger prices

    oh well lets see what other comps offer

    glad you got your sorted

  • So I did call the number you gave me. Not only did he tell me I'm paying the lowest possible while being out of contract, he also told me downgrading would still cost me more. Yet.. for the 10th of a second the page loaded, (I screen recorded it and grabbed the frame) it shows I can actually get £8 less by renewing. But can I click that to accept?! Like hell I can. I'm not the flash! I want that price or I want to cancel..

  • I did call them. I was told "oh. That's weird. You're renewal price is £64 (almost £20 more than I'm paying out of contract) he also told me I'd still be paying more to drop my speeds by half.  His words were, to stay quiet and stay out of contract.. wth? 

    Yet look here.. I screen recorded the load page and it worked for a tenth of a second. I screen grabbed the frame. In it you clearly see I can get £8 less a month but it's IMPOSSIBLE scroll to click in time. Let alone click it too. And that's assuming it'll even work! 

  • Same issue for me. Phone calls, Website, App, all garbage for the lack of better word. Cancelled my old contract as I was paying stupid out of contract prices and ordered a new package and been given a pre-contract document and delivery date, come delivery day nothing has been delivered. After trying all of the communication channels which left me furious ,frustrated and stressed having to interact with bots and virgin staff who and very difficult to understand only to find out that the sales team apparently didn’t add the new package to the system, how can they produced all the pre-contract documents the equipment delivery date for a service that technically does not exist. Really bugging me at this point, I missed my important scheduled work… What happened to VM customer services???? It’s seems to be going down and down the drain….

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi FrankyK 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're really sorry to hear about the poor experience you've had and that you feel this way 😔

      I can see my colleague is currently in conversation with you via private message. 

      We'll respond to your latest message as soon as possible and can then discuss the issue further.

      Regards,
      Daniel

      • FrankyK's avatar
        FrankyK
        Joining in

        Hi Daniel,

        I haven't heard from your colleague in a while. I don’t mean to rush, just wanted to check if you or your colleague are looking into this and it’s not just another scripted generated responses….