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).
