Forum Discussion

SandraWoo's avatar
SandraWoo
On our wavelength
9 months ago

Renewal Links in Emails and texts don’t work

My contract expires shortly and I have received a few emails and texts from Virgin that contain a link to look at my renewal offers. However, when clicked they all take me to a “Oops looks like something has gone wrong” page. If this a known error and if so could a Virgin rep let me know when they expect it to be fixed?
Thank you.

  • unisoft's avatar
    unisoft
    9 months ago
    SandraWoo wrote:

    My contract expires shortly and I have received a few emails and texts from Virgin that contain a link to look at my renewal offers. However, when clicked they all take me to a “Oops looks like something has gone wrong” page. If this a known error and if so could a Virgin rep let me know when they expect it to be fixed?
    Thank you.

    Don't hold your breath. Those annoying "oops" pages when viewing offers has been going on for years in any browser!!!

    Zero confidence VM will fix it anytime soon. Loads of people on here reporting issues with it and you'd thinka red flag would be raised for their web dev team, as literally losing customers who get frustrated over it.

    Before I disconnected a couple of weeks ago after being long term customer, I also had an offer in my account to re-contract that was near what I was paying. The links would not work. You'd click it and the page do nothing. Then the price went up and started insisting on having a landline phone added which I had no intention. Calls to retentions were offshore and a nightmare; bad line quality, language issues, bumped around and a questionnaire about how I used the internet and what devices did I have, and took an hour of my time that was wasted, so no choice but to leave.

  • David_Bn's avatar
    David_Bn
    Forum Team
    9 months ago

    Thanks for reaching out to us SandraWoo, and welcome back to our Community Forums!

    Sorry to hear of the issues with the renewal links being sent to you.

    Can you please confirm if you've attempted to open the link(s) you've been issued in an alternative browser?

    Within the E-Mail, does it give any indication as to what the renewal offer is, that is supposed to be available to you when the link open successfully?

    Thanks,

    David_Bn

    • SandraWoo's avatar
      SandraWoo
      On our wavelength
      9 months ago

      Thanks for replying. I have tried the links on both my iPad and my android phone which use different browsers but with the same result. I did get a renewal price a few weeks ago but wanted to compare it to the offer Sky has made me but I can no longer see the renewal offer and can’t remember what it was to do a comparison. I’ve put in a complaint about all the broken links and asked for an email renewal offer but not sure if this will work. Dread the phone route . . . . .

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        9 months ago

        Hey SandraWoo,

        Thanks for getting back to us, with this if you have raised a complaint, the team will look into this further for you, if we could make package changes here for you we would look into this with you, but as we are unable to all we can do is provide further information.

        Joe

  • unisoft's avatar
    unisoft
    Knows their stuff
    9 months ago
    SandraWoo wrote:

    My contract expires shortly and I have received a few emails and texts from Virgin that contain a link to look at my renewal offers. However, when clicked they all take me to a “Oops looks like something has gone wrong” page. If this a known error and if so could a Virgin rep let me know when they expect it to be fixed?
    Thank you.

    Don't hold your breath. Those annoying "oops" pages when viewing offers has been going on for years in any browser!!!

    Zero confidence VM will fix it anytime soon. Loads of people on here reporting issues with it and you'd thinka red flag would be raised for their web dev team, as literally losing customers who get frustrated over it.

    Before I disconnected a couple of weeks ago after being long term customer, I also had an offer in my account to re-contract that was near what I was paying. The links would not work. You'd click it and the page do nothing. Then the price went up and started insisting on having a landline phone added which I had no intention. Calls to retentions were offshore and a nightmare; bad line quality, language issues, bumped around and a questionnaire about how I used the internet and what devices did I have, and took an hour of my time that was wasted, so no choice but to leave.

    • baldyslaphead59's avatar
      baldyslaphead59
      On our wavelength
      9 months ago

      I had exactly the sae happen to me, although on the 1st email I received, did manage to get to my account via the email link, and "renew my contract". I also had an email confirmation of when this would start, the revised cost etc, happy days, I thought.

      Sadly, nothing happened, possibly due to the fact my "new contract" was for considerably less than I currently pay, so the old adage of something seeming too good to be true had been borne to be true. At least someone could have had the decency to check this and get back to me, but no maybe their AI systems aren't that clever!!

      Weeks later, another email, inviting me to "recontract now" which takes me to the "oops" page. Having just now called Virgin Retentions now I'm advised that unless I wish to add or remove a service from my current package, (which I don't) I have no need to contact them regarding renewals, until I'm within 30 days of my contract expiry date, so why not explain this in the emails I received, or at best, refrain from sending the invitations out to customers, unless they are within the 30 days of the contract expiry?

      Frustrating to say the least, casting a line to reel us in before it's necessary.

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        9 months ago

        Hey baldyslaphead59,

        Thanks for posting to us, with this we are aware some recontract emails were being sent out in advance of being needed, with this you do not need to look at recontracting unless you want to, you are right you do not need to look until nearer the end of your contract, in which we will be sending out the usual End of Contract notification at this timeframe.

        Joe

  • baldyslaphead59's avatar
    baldyslaphead59
    On our wavelength
    9 months ago

    Whilst feeding back to the "Team", please also add that a new offer has now been posted whilst logged into my account, as per the screenshot below.

    Sadly, when clicking on the "See your offer" link, I don't get to see my offer, instead I get the same responses as previously, as per the screenshot below 

    This really is poor customer service, wouldn't you agree?

     

    Baldy

    • Akua_A's avatar
      Akua_A
      Forum Team
      9 months ago

      We further apologise for this baldyslaphead59 

      We will feed this back to the relevant team. Can you let us know if you get this issue on multiple devices and browsers? Also, have you been in contact with our team on 0345 454 1111, regarding discount deals and offers? If so, what was discussed? 

      • baldyslaphead59's avatar
        baldyslaphead59
        On our wavelength
        9 months ago

        Hi Akua_A.

        I have done this on my mobile and laptop, with the same result.

        I do not wish to use any other browser than Microsoft Edge.

        I have also been advised that I should only contact the number you gave within 30 days of my renewal date, which is not yet due.

        Notwithstanding this, if I have been advised to wait until this date, why would your systems continually prompt me to renew before the 30 days window has been reached?

        Would I be wrong to assume that all your systems should be working to the same criteria, rather than continually teasing customers with deals that are not yet available until the 30 day window has been reached?

        Baldy.