Forum Discussion

piandcake's avatar
piandcake
Joining in
9 days ago

Seemingly cannot renew contract

Hello.

I have a bit of an issue with my renewal, unfortunately :(

I have gig1 + Stream box contract, ending next month. When the engineer came for the initial install, they never installed the Steam box. Renewal has come around and I have chatted to 5 or 6 support agents about what options I have for renewal, hoping to continue with Virgin, and none of them are able to renew my contract because there's an error their side (it seems to be because I have a contract that involves the Steam box, but it was never actually installed). Their recommendation is to allow the contract to end, which doubles my monthly spend (from approx £40 to £85), and to call and try again at that point.

I did also try filing a complaint and was told someone would get back to me in 24-48 hours, but that hasn't happened. 

So at a bit of a loss as to next steps, outside of a cancellation, and moving. Any suggestions, please.

  • Kath_P's avatar
    Kath_P
    Forum Team
    8 days ago

    Hi piandcake, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with your contract renewal. Taking a look at things here, we won't be able to help via the platform I'm afraid. Please call the retentions team on 150 / 0345 454 111 so they can look in to this. 

    It may be that we'll need to get the Stream box installed before we can move forward or look to remove Stream altogether. 

    Keep us posted on how you get on. 

    Thanks, 

  • piandcake's avatar
    piandcake
    Joining in
    8 days ago

    I did ask one support agent that, and was told they cannot. Will try again. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      8 days ago

      Hi piandcake, 

      Thanks for sticking with us on this. You can also reach the team via WhatsApp on 07803089684. Replies aren't instant and can take a few hours but it allows you to get on with your day whilst waiting for a reply.

      Keep us updated on how things go.

      Many thanks,