Forum Discussion

AnneBonny's avatar
AnneBonny
Joining in
31 days ago

Unable to see renewal offers "Oops, looking to manage you flex plan"

I recently received the email about my contract ending and was invited to see some renewal offers. 

However, I get the message "Oops, looking to manage your flex plan". 

This happens whether via app, Firefox browser, Chrome browser, pc or mobile (android). 

I've tried links posted on this site to see if that worked, but I gets me to the same page every time, the address bar reads: https://www.virginmedia.com/support/help/change-my-package/my-current-package/customer-exclusion

I note this is a long ongoing issue, it was there 18 months ago when I renewed (had to call a number found on a Reddit forum to get a decent renewal offer, but only after cancelling). 

It would be good to be able to get a decent renewal sorted without calling (anything but the hidden number found on forums means hours of wasted time). 

Anyone know of a fix for this?

6 Replies

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    31 days ago

    Hi AnneBonny 

    Welcome to the Forums and thanks or your post.

    We're sorry you are unable to see your renewal offers.

    As we don't deal with renewals and upgrades here. please do call the team on 0345 454 1111 who will be happy to help you :)

  • AnneBonny's avatar
    AnneBonny
    Joining in
    31 days ago

    Thanks for the reply. 

    I'm actually asking other users if they found a solution. As mentioned, I'd rather never call Virgin (it is always a bad experience) and want to avoid the whole cancel and then get a decent offer thing Virgin make you go through. 

    My road finally has other super fast options now so it's not too troubling if I get no solution as can swap to new provider now, but would prefer convenience of staying and would much rather do this online without any phone. Shame after so many years (with multiple people reporting the same problem) Virgin have failed to address the issue entirely. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      31 days ago

      Thank you for reaching out and if you are looking for some renewals deals you could try this link here 

      Also some deals should load up on your online account instead of going through the email invite.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      31 days ago

      Hi AnneBonny​ 

      The customer-exclusion message often appears when the previous renewal was to an obsolete package, or if it wasn't a straightforward package deal.  For instance if the agent performed what I term a "mix & match" such as including additional TV channels that weren't part of the chosen package, or a higher/lower broadband speed than the one included in the chosen package etc.

      The best offers are usually obtained by contacting Retentions (Thinking of leaving) when dialling 150 from a VM landline  or 0345 454 1111 from any other phone and selecting options 1,1, 4 and 4.  They have better offers than the front line agents.  Although you might speak to a first line agent to begin with tell them you are wanting to speak to cancellations and they should then pass you through to the actual retentions agent.

      You can also get in touch using one of the following contact methods:

      WhatsApp: 0780 3089 684

      Or you can contact VM on Social Media by either messaging 

      Facebook: https://www.facebook.com/virginmedia/

      Or Instagram DM (@virginmedia)

      You can also try the following cancellation page if you'd rather take that route.

      https://www.virginmedia.com/help/leaving 

      Click on the Message us icon on the right hand side of the page.   This will open a pop up window, so ensure you have pop ups enabled in your browser. 

      (The chat/messenger options won't work if the office is closed, so best to try during normal office hours)

  • fizz's avatar
    fizz
    Fibre optic
    31 days ago

    I had this about 16 month ago now and offer appeared and was actually wrong with what I had already got but then disappeared hours later and gave thr message above. I too complained about this and someone here actually helped me find the quote and then tell me it was wrong anyhow but helped with getting it sorted. 

     

    I  fact i am getting that too says my contract is ending and to get deals click and get the oops....

  • Mike6688's avatar
    Mike6688
    On our wavelength
    30 days ago

    I always get the same - never found a solution to this