Polite plea to the Forum Team

[ABrowne]

Like many who have posted on here, and presumably many more Virgin Media customers who haven't, I have been receiving emails over the last few months from Virgin Media with links to "renewal offers" which just lead to the "Oops, Something Went Wrong" error page. This is a long-standing problem. I and many others also got similar emails last year that led to the same error page. While I am sure the Forum Team are doing a commendable job in assisting individual customers who raise this on here, could I politely ask them to escalate this issue so that someone fixes the underlying problem and we either get emails that link to actual offers rather than the error page, or, where there are no actual offers, we don't get emails claiming there are. If the Forum Team are also able to keep us updated on here with progress in fixing this issue, that would be very much appreciated. Thank you.   

[David_Bn]

Thanks for reaching out to us @ABrowne, and welcome back to our Community Forums!

Sorry to hear of any frustration this may have caused you.

We are aware of the issue and understand that this has been reported back and hope that any issues still effected by this issue can have this fixed for them as soon as possible.

In the meantime, can you please confirm if you have been able to have any package changes/renewals resolved or is this an going issue with your account?

Thanks

David_Bn

[ABrowne]

Thank you for the reply, David_Bn.

I am not trying to change or renew my package at the moment. If the issue with the email renewal offers is fixed and I get emails with offer(s) I like, rather than emails that lead to error messages, then I will consider those offers. What I was trying to do with my post was to make sure that Virgin Media are aware that this is an issue which is affecting many people, and which has been going on quite a long time. It is, at best, a little irritating to get emails with links to offers that just lead to error messages, and I do hope that Virgin Media will prioritise getting this fixed, for good customer relations if nothing else. As I said, if at all possible, it would be great to get updated by the Forum Team on progress with fixing this. Thanks very much. 

[Ilyas_Y]

Thanks for the reply @ABrowne on the Virgin Media forums. 👋🏼

This has been raised to the team as there have been several other cases of this nature.
This will be assigned to our technical team with other examples to see where the issue lies so that this issue does not occur in future. ⌛

When looking through the renewal offers or at the main look of them - were there any that you had in mind?
Keep us informed.

Kind regards,
Ilyas.

[ABrowne]

Thank you for the reply, Ilyas.

As I only get the error message when I click on the links to renewal offers in the emails, I haven't been able to look at any offers, but, as I said, I am not looking to change or renew my package at the moment. You very kindly helped me with my package through this forum a few months ago, and I suspect that one possible reason for people like myself seeing error messages rather than offers is that they already have a discount with their package. Obviously I would be happy to get email offers and consider them if/when this problem is fixed, and if they are better than my existing package, but my main aim with my post was to appeal to Virgin Media to try to get the problem fixed.

[Ilyas_Y]

No problem @ABrowne 🙂

As advised, we're in the process of raising this with the team and we will have a fix for this shortly.
Do reach out to us for any other queries and we'll assist where we can. 🧾

Kind regards,
Ilyas.

[RandoUser]

Kudos on preventing customers from using the broken online renewal service which lets people order a renewal only for nothing at all to happen.

But why not also turn off the automatic emails and SMS being sent which lead customers to dead links?