Renewed online, but apparently I didn't
My contract was due to expire and I wasn't keen on paying £190 per month so I gave notice of cancellation. Didn't sign up with a new provider as I'm going to be away for a while after the expiry date anyway, so no rush. Prior to that, I had a couple of 'recontract now' emails, but I didn't do anything with them. Didn't receive any other offers except the rubbish ones you get when you give notice of cancellation.
Three days before expiry, I decided I might as well accept the renewal offer. So I clicked the 'recontract now' button in the mails I received, confirmed acceptance of the offer etc. Got the documents emailed through for the renewal, including a contract summary sheet with the start and end dates on, the monthly payments, the contract start and end dates. That was easy. Or so I thought.
And then the renewal date came and I got cut off. Gave them a call and it turns out I didn't renew at all. Apparently the renewal offer was only valid for that week - even though it doesn't say anything of the sort in the email - and despite giving me the impression I've renewed my services it turns out I haven't.
I mean, what? If it's a case of you can't recontract using that button after handing in notice to cancel then fine, but it doesn't state that anywhere. And if you can't renew that way, why make it look as if the contract has been renewed? Why send out a contract summary sheet and then say oh no, that doesn't actually mean anything. Or they could contact the customer, via email, or via telephone to clarify matters but nope. It's so wilfully misleading. There is nothing in the two documents I was sent that gives any impression other than this contract has been renewed.
I've never known a company with such consistently godawful customer service as Virgin. I was happy to stay but it's almost like they've tricked me into leaving. It's almost comical. Oh well, hello Sky I guess.
If anyone else reading this is in a similar situation and doesn't want to be left with any services at all, just be careful you don't end up in the same boat!
