Showing results for 
Search instead for 
Did you mean: 

Contract renewal - unable

Not applicable

Hi all,

I’ve recently come out of contract, but when I go and look at my renewal I either get a something went wrong page or I’m not eligible for renewal message.


BT have emailed me recently to say that I could go FTTP with gigabit for £42 per month just for broadband. Am I better cutting ties with Virgin or is it worth waiting for retentions to contact me?





Very Insightful Person
Very Insightful Person

Hi Andrew,

The Retentions team won't contact you, however you might receive an offer by email.

you may be able to process a regrade by signing into My Virgin Media.  there are often offers there, and possibly to link to speak to regrades via Chat messenger.

Ideally you should call either 150 from a VM landline or mobile, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.  Speak to retentions (thinking of leaving) rather than regrades, and see what price and package you can negotiate. They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

Hopefully you can then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. 

You can also speak to the team on WhatsApp on 0730 532 7112 but phone calls take priority and these methods can take 4 to 6 hours. 

Do your homework first and price up similar deals with other providers, along with letting them know about the email from BT saying you can get FTTP with gigabit for £42 per month

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Alessandro Volta

VM 'retentions' might only contact you when you put in your 30 day cancellation notice.

FWIW, I have found a FTTP connection from BT to be far superior than anything I had with VM over a 20 year period (no doubt in no small part because all of the BT infrastructure is just a few years old whereas the VM infrastructure in my area is 20+ years old from the days of NTL)