20% discount offer

[Any1else]

Received an email today saying my VM contract expired on (date) and if I renew I can get a 20% discount but I assumed the email was spam because - 

1) the domain was virginmedia.co.uk rather than .com, and

2) I received an email in Nov saying that when my contract ends (same date as above email) the price would be £x which is a 15% increase on what I was paying?

3) email was sent to my wife’s address rather than mine as the account holder.

Questions would be - is the 20% email legit? If it is, why is this not just applied to my account automatically? Why wasn’t the email sent to me as the account holder? 

[Carley_S]

Hi @Any1else 

Welcome back to the community forums 

Sorry to hear of your concerns. 

It's hard to confirm if an email is legitimate without more information, but I can confirm we do send emails both from .co.uk and .com

Does the increase correlate what is documented on your online account? You would see your out of contract price or base price of the package without discounts on your billing and contract information. 

We would send emails to the address registered on the account as the preferred contact method, this could be different to your personal email if this is was what was given and what we had on file. 

We would not be able to automatically apply a contract renewal to a customers account, as this would put them into a new contract period which they may not want to do. Instead, we would advise and remind customers when their contracts are ending and discuss available deals with them when they make contact either through their online account or when contacting through to the customer service team. 

If you are unhappy with your current package deal, please do call on 0345 454 1111 / 150 or text via WhatsApp on 07305 327 112 and our team will be more than happy to perform a package review for you. They will ensure that you're on the best possible deal for your package. You can also see package deals on your online account and discuss further through live chat on their if needed. 

[Any1else]

Hi Carley_S,

Thanks for the quick reply and clarifying that VM use the co.uk domain as well. The email may well be legit then and I will review it further.

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Does the increase correlate what is documented on your online account? You would see your out of contract price or base price of the package without discounts on your billing and contract information. 

The increase on the November email correlates but the email received today is the one that I was querying as it was confusing things.

We would send emails to the address registered on the account as the preferred contact method, this could be different to your personal email if this is was what was given and what we had on file. 

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The address registered on the account is my own and I receive all other VM emails to it but the 20% off email went to my wife's email. Hence the reason I presumed it was questionable.

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We would not be able to automatically apply a contract renewal to a customers account, as this would put them into a new contract period which they may not want to do. Instead, we would advise and remind customers when their contracts are ending and discuss available deals with them when they make contact either through their online account or when contacting through to the customer service team. 

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Of course, stupid idea but it would be a lot clearer if VM had said something like - "you currently pay £x for your deal but if you sign up for another contract we will let you have the same deal for £y". This would have been a lot clearer and also confirm the email was legit.

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If you are unhappy with your current package deal, please do call on 0345 454 1111 / 150 or text via WhatsApp on 07305 327 112 and our team will be more than happy to perform a package review for you. They will ensure that you're on the best possible deal for your package. You can also see package deals on your online account and discuss further through live chat on their if needed. 

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We arent unhappy but will get in touch to discuss the deal now that I am more comfortable with the situation.

Many thanks

[Any1else]

Hi RedWine345,

Thank you for replying to my post. Your response is very concise and lines through with a little bit of research I have done this afternoon.

1) Noted re .co.uk. This gives me a little more confidence that VM is indeed the source of the 20% email.

2) Understand re the discounts and the contract term and the fact that the 20% would be applied to the package price and not what I am currently paying.

3) Account was originally in wife's name but we changed it to mine and all correspondence now comes to my address. All other VM emails come to my address so when this one came to her address it rang some bells.

I appreciate you taking the time to respond and I will review all the info with VM and see what deal I can get moving forward.