Advance notice of contract expiry date

[chops]

Are we supposed to receive an email or letter before the 18 month contract expiry  date warning that the monthly cost will increase by 50 %  due to the discounts ending and that it will then become a monthly ongoing contract. Is this a legal requirement ?

[goslow]

It's an OFCOM requirement (between 10 to 40 days before your minimum term ends)

[Zach_R]

Hi @chops,

Thank you for your post and welcome back to our community forums. We're here to help.

We would provide notice several days in advance, so it might be worth ensuring we have up to date contact information on our records if anything has changed.

However, you can make contact with our retentions team at any time should you wish to discuss other package options. They can be reached by calling 0345 454 1111 (or 150 from a Virgin Media landline).

Let us know if there's anything more that we can help you with.

Thanks,
 

[newapollo]

Hi chops 

Every bill you receive contains details of when any current discounts expire.

[chops]

Hi Zach,

My contact information is unchanged and correct as other VM emails have been received but not the one required by Ofcom regulations : "In February 2020, Ofcom introduced rules requiring phone, broadband and pay-TV providers to warn customers when their current contract is ending, and what they could save by signing up to a new deal."

Your contact centre was unable to resend the email notification they say was sent on 17 September and could only provide a copy of the contract.

Other customers may have also been affected,

Thanks

[chops]

Hi Dave,

That may be so but this is an Ofcom requirement as Goslow replied earlier  : "In February 2020, Ofcom introduced rules requiring phone, broadband and pay-TV providers to warn customers when their current contract is ending, and what they could save by signing up to a new deal."

[Chris_W1]

Hi chops, thanks for the message, I am sorry to hear about this, do you have the latest email listed on the account? Please give us a call on 0345 454 1111 so that we can ensure that you are on the best possible deal. - Chris.

[chops]

Hi Chris W1,

Not sure what you mean by latest email listed on the account ? If you meant my email address then yes as it has not changed,

[Adri_G]

Thanks for the reply back, chops.
Chris_W1 means that from what our team has advised we must have an email listed on the account which was sent to you on 17 September regarding your deal with us coming to an end.

Could you kindly advise if this has been found on your inbox, or spam/junk folders at all?
Do you also have a copy of your original contract, to be sure?

Also, as we do not deal with package changes and renewals over this forum and due to being out of contract currently it would be best to reach out to our call teams and discuss your options moving forward. 🙂

[chops]

Hi Adri,

That is what I keep trying to explain. I did not receive the email notification that Ofcom require you to send to customers warning them of contract ending soon. It was supposedly sent to me on 17 September but was not received and is not in any spam folder etc. You have the correct email address as I have received other correspondence from VM before and after that date. My request was for the email to be resent to me but apparently your system cannot do this. I do now have a copy of the contract which expires today.  Perhaps somebody from VM could phone me due to the poor response times from your call centres.