Contract Renewal Offer changed

[cje85]

Hi, this has happened to me. My renewal was showing as £41.34. After considering my options I decided to accept, logged back in and it's now showing as £44.06 probably because I'm now in the last month of my contract. Is there anything that can be done?

While the increase from £41 to £44 might not seem like much, when next years price increase is added it will soon be approaching £50/month.

[Vikki_M]

Hi cje85,

Thank you for your post and welcome back to our community.

We're sorry for any confusion caused by the online offer prices. 

The online offers do change regularly.

If an offer isn't accepted, we can never guarantee it will be available at a later date. 

If the renewal price is showing as £44.06, this would be the correct current offer.

We're sorry for any disappointment caused. 

If you have any further questions, please pop back to us and we'd be happy to help. 

[cje85]

Hi, originally I replied to this thread: https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Contract-Renewal-Offer-changed/m-p/... but it was split in to a separate topic. One of the forum team offered to Private Message that member it that thread to see if there was anything they can do. I don't know what the outcome was but was hoping someone might be able to look into it for me too. 

It just seems unfair to make a renewal offer then when the customer decides to accept it has gone up. 

[cje85]

The renewal page is also incorrect as it states "You currently pay £44.06 and from 29/12/2024 your monthly price will go up to £75.06" but the price i've been paying is £41.34 (the same as the original renewal offer).

[Kath_P]

Hi cje85, 

Thanks for coming back to us on this one. 

We would only move into PM if we're able to help further or if we need to confirm personal information. 

Can you please let us know when you accepted the deal online? If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. If you're still within the 14 days, you'll need to continue to wait for the team to process your order. 

If the 14 days have passed, pop back to us here and we can then look to help further. 
Thanks, 

[cje85]

Hi Kath,

I didn't accept the deal online (but was going to!). I saw that my contract was coming up for renewal and looked on My VirginMedia, which had an offer to renew at my current price of £41.34.

I took a couple of days to look into other ISPs who have much better offers, but thought it would be easier to stay with Virgin Media and decided to accept. Unfortunately when I logged in to renew, the price had risen to £44.06. 

I would be willing (with some reluctance) to renew at the originally proposed price of £41, but not £44 - especially when Vodafone are offering me 500Mb for just £29 and Sky for £33. The ball is in VM court now. 

[Zach_R]

Hi @cje85,

Thanks for expanding. As advised, our offers are subject to change, meaning a deal that's available one day may no longer be available the next.

If you've returned at a later date to accept and the deal is no longer available to take then I'm afraid it's no longer available. You're welcome, however, to take out any of the other current deals that are available.

Thanks,
 

[Cardiffman282]

It seems that VM is using a form of dynamic pricing with these renewal offers. More AI...