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How do you get a renewal offer confirmed?

Joining in

I have so far spend 4 to 5 hours of my life trying find out if one of the offers made to me with pre contract information is valid and will take over when my current contract expires.  

My efforts so far to get thru to support/confirmation have been unsuccessful as 

- phone calls go thru a google assistant and the 10 - 12 variations I have tried cannot get me thru. 

- there is no link in the pre contract emails to accept the deal ?
- there is no menu (I think) that has these offers for me to see or accept. 
- there is no indication in future bill information where i am still on current deal or offer one or two.
- I can get thru to cancellations but they have no records of offers made online and have just produced another offer 

 As part of my role at a financial service company, I design customer service pathways to reduce effort but also to solve the customer service issues effectively.   Surely the pathways for virgin have not been designed to confuse and frustrate customer to leaving.  I could leave and go to cityfibre but don't want the pain of change, the pain of staying may force me too. 



Forum Team
Forum Team

Hi Philly1965

Thank you for your post and welcome to our community.

We are sorry to hear about the issues you are having with the new deal.

We will send you a private message now.

Please look out for the envelope in the top right of the page and pop back to me when you can.


Vikki - Forum Team

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