Please be aware of renewing your contract online
On the 18th June, we lost internet connection for a day at our home. While attempting to reset the router and investigate online, I was offered the chance to "explore your renewal deal". This deal included all of my current services including add ons, and I received the Virgin Media Contract Summary Sheet with the price I had been offered online.
As soon as I agreed to this, two add ons as listed on the contract summary were stopped and I could not access the channels/ app (Sky Sports UHD and Netflix) as well Sky Entertainment & Cinema Ultra HD, listed as a main service.
Since then, I spent 4 hours trying to get this right through online chats, two phone calls - all of the people said I had to wait a different time depending on who I was talking to (24 - 72 hours). I rang retentions last night (another 40 minutes) and my channels and the app were finally restored and told a discount would be applied to my account to match the price the Contract Summary Sheet stated when I explored my renewal deal. I thought this was finally sorted! I asked about compensation for the 4 days without my services that were stopped when I renewed Sky Sports UHD, Netflix and Sky Entertainment & Cinema Ultra HD and was told I would have to wait/contact someone else as I had laid a complaint.
While I was on the phone, I received an email stating Virgin Media had tried to contact me (not true as I was on the phone to them and had no missed calls!) saying my complaint was now dealt with. I scanned the qr code and was taken to a Whatsapp chat where I had to put all of my information in again and try to explain the situation again (what was the point of writing up my complaint)- seeking compensation for a loss of service. Another two hours gone and whoever I was dealing with didn't even understand what I was asking for. Total waste of time.
To top it all off, I have just received a "Thanks for making those changes email" which is now charging me more per month than I was paying out of contract, no sign of the discount that I was told would be applied to the account to match the renewal deal last night and in fact charging me more this month for services I didn't even have access to for four days!
This has wasted so much of my time, I have lost services which I am now being charged more for now, and the contract I had agreed to and have in writing is not being honoured.
Please be careful if you go to explore your renewal deal online!
I will be exploring other service providers as loyalty is not rewarded and the communication and customer support is so poor - with only one person at retentions actually restarting my lost services finally, and saying my contract would be honoured before receiving an email which does not match the contract I received or what this person said over the phone.
