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NigelS2000's avatar
NigelS2000
Tuning in
26 days ago

Renewal Options Inadequate

I've been with VirginMedia ever since cable was put in my area (Saltdean East).  Generally I'm happy with the service, although at times lately speed seems to be very variable on the broadband.

Anyway, I've been out of contract for some time, but when I go to the VirginMedia website and I get offered 'renewal options' I only get two options offered which is fundamentally firstly the same as I already have and one that is even more expensive.  In these days of rising costs everywhere I have to say I'm getting sick and tired of these yearly increases when if anything the service is getting worse.

As I'm not really interested in the options presented I selected the 'configure package' option, this takes me to a screen that doesn't offer me any options at all.  It lists the TV package I have along with two add-ons a sports package and a childrens package neither of what I want, yet I can't even de-select these.  What is the point of a configurations page that won't let you change your package?!?

Having run out of options on the website I tried to use the online chat only to get presented with a stupid chatbot.  This was totally useless and could not assist, it then offered an option to chat with a live agent which I selected.  It then asked for my phone number to setup a WhatsApp chat.  I provided this only to be told a while later that there was a problem at your end and it could not establish a connection and asked me to initiate a session from my end.  This I did and started a session only for nobody to be on the other end.

As you do not offer a phone number to talk to an agent I'm now wondering how I'm supposed to discuss my needs with your company.  I'm also wondering why when I check your packages on your main page that I can get exactly the package I'm currently on for less than half of what you are asking me for currently?!?  I know you get new customer deals, but these offers do not state that the price increases dramatically after any particular period, it just mentions minor increases in the price.  This leaves me feeling that I am being victimized for being a loyal customer.  As I'm not able to talk to or discuss the situation with anyone at your company I wonder if I should instead resort to contacting Ofgem or whoever the regulator is for broadband etc...

nocontact

4 Replies

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  • cje85's avatar
    cje85
    Wise owl
    26 days ago

    Staff don't usually reply here in the Community Natter Forum, this might be better in under "Managing Your Account".

    But for reference the phone number is 0345 454 1111 (or 150 from a Virgin landline). 

    On the subject of new customers they get a good deal for 18 months then move to the full price (which is usually stupidly high compared to other providers). For example a new customer can get 500Mb broadband for £34.99/month, increasing by £3.50 in April 2026, then to the standard price of £72/month after 18 months. 

    • NigelS2000's avatar
      NigelS2000
      Tuning in
      25 days ago

      Good point, but like most of their software I'm finding navigating this board as frustrating as everything else.  This was the first place I could find where I could actually post something!

  • goslow's avatar
    goslow
    Alessandro Volta
    26 days ago

    Call 150 from a Virgin Media landline (free) or 0345 454 1111 from any other phone (call costs may apply) although your phone experience may be as unsatisfactory as the other channels. Use the 'thinking of leaving us' route (or similar option).

    Before you do that though, do some research into your other options and have those at hand when you phone VM. You will then be in a good position to compare with any offer on the phone.

    We have seen many similar topics on here recently from long-time customers and VM's pattern of behaviour seems to be to stick to a hardline poor offer during first contact at renewal.

    Whether you persist or simply wish to cancel is up to you but some have reported a better offer from VM was only forthcoming after a cancellation went in (although there is no guarantee at all a call back will happen).

    VM's offers tend to be 'of the moment' and very likely won't still be there if you ask to think about it and call back which is why it is important to have your alternative facts and figures close at hand.

    • NigelS2000's avatar
      NigelS2000
      Tuning in
      25 days ago

      All good points, I'll bear them in mind when I try calling them.  I'll report back how I get on if at all...