on 19-10-2024 19:31
I have been trying for the last couple of days to renew my broadband contract using the offer displayed to me via my account. This is going to be a bit long-winded - sorry.
I ordered 2 days ago and received a 2 emails with an order reference (XS1000144759) confirming my renewal for just a Gig1 broadband connection at £50.59/month for 18 months.
My account page suggested I would be receiving a new hub, but it didn't say when, so I phoned the helpline. I was told I had not made an order. I quoted the reference and they denied it existed. The agent said she could do the renewal for me and said it would cost £69 per month, despite the fact I'm currently paying £67.45 already whilst "out of contract"!! I said I don't want to pay more than I am already only to be tied into a fixed contract length. She didn't understand my issue with that. In the end we agreed I would try and order the renewal again.
Once more I accepted the online renewal offer in my account and got a second pair of emails with a new reference (XS1000147644) also at £50.59/month for 18 months. Again I couldn't see the order in my account. This time I used the Web Chat and spoke to "Ayesha". After a 35minute wait, I was asked some security and then sales questions. I answered the security and quickly flipped past the sales questions stating I just wanted to renew my Gig1 contract. I was asked when I renewed and what the price was. I responded. I waited 5 minutes for a response and then got fobbed off with "Thank you for connecting with me, I am always at your service. It was lovely chatting with you. And yes, I should be thanking you for taking time and effort to contact us....." and "Ayesha" promptly left the chat with no response to my query whatsoever. I can supply a transcript if required, but it is long and tortuous!
So.... can someone at Virgin Media please confirm I have renewed at the price you offered directly to me (I accepted your terms and conditions as part of the order process) and let me know if I am actually receiving a new hub or not (which may help resolve my separate ongoing connectivity issue).
Answered! Go to Answer
on 20-10-2024 08:52
Hey there @daveboulden Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼
I'm sorry to hear about the issues you are facing with your renewals. 😢
If you do a renewal online through the renewals link, it can take up to 14 days for this to e processed and pushed through.
Around the 14 day mark is when you'll receive all communications in regards to the changes on your package.
If the 14 day mark hits and you don't receive anything, reach out to us and we'll look in to this for you.
Kind regards,
Ilyas.
on 20-10-2024 08:52
Hey there @daveboulden Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼
I'm sorry to hear about the issues you are facing with your renewals. 😢
If you do a renewal online through the renewals link, it can take up to 14 days for this to e processed and pushed through.
Around the 14 day mark is when you'll receive all communications in regards to the changes on your package.
If the 14 day mark hits and you don't receive anything, reach out to us and we'll look in to this for you.
Kind regards,
Ilyas.
on 23-10-2024 14:08
My renewal now seems to have been processed and activated. I can now see it in my account and received a further confirmation email.
on 23-10-2024 16:46
Hi @daveboulden,
Thanks for the update on this. I'm glad to hear that this has now been updated for you.
Please do let us know if there's anything more that we can help you with.
Thanks,
a month ago
Hi what was the time period from accepting online to this point please? Thanks in advance