Accepted contract renewal on 30th October. Still not been actioned 2 weeks later

[biglkev]

Like many others on this board, I too accepted a contract renewal. Accepted at 8.52am on the 30th October for a "keep your package the same and lose nothing" deal. I instantly received the pre-contract emails. Two weeks later and no sign of an email or letter to confirm the new contract is in force. I have received a letter advising my contract is coming to an end and monthly price will rise significantly. Any help would be apreciated. The Chat links are not working on the "my account" page hence me reaching out on here.

[HavencroftKev]

I can confidently say the your online renewal is lost, gone for ever.

VM will claim they have no record of you renewing.

The good news is a Moderator will pick this up (hopefully), and as you have the pre-contract documents they should be able to offer you a deal at a higher price but offer you credit to match the price.

This is what happened to me anyway, my argument was that I wanted the deal I was offered and not have to rely on credit being added. 

VM could not do this so I decided to leave. 

I hope you come to a suitable resolution. 

[Robert_P]

Hello biglkev

Sorry to hear of the renewal issues experienced, we understand the concern and confusion this is causing and appreciate you taking the time to raise this via the forums.

We're aware of an issues with automatic renewals, due a system problem some weren't added automatically and these are currently in the process of being added manually. As you can imagine, this is causing a delay in the deals being added but the team are working through these as quickly as possible.

[HavencroftKev]

Hi @Robert_P a quick question if I may.

What will happen to those customers who renewed in good time but as a result of this Virgin Media issue they are pushed past their minimum term contract, as a result being forced to pay a much higher amount?

A cynic would say it's almost a deliberate ploy. 

[biglkev]

Contract renewal confirmation has been received today. However, the pre-contract paperwork advised "Netfix Standard" plus, the website also advised "Choose this deal and keep your current Virgin Media plan without losing anything." Unfortunately, a mistake has been made as Netflix are now advising I am on Netflix Standard with ads. Therefore, I have lost a level of service which is not what I was sold.

[John_GS]

Hi @biglkev 

Thanks for coming back to the thread. I'll send you a PM now to assist further.