Recontract exclusive offer link broken

[dogfishddl]

Hi,

im due for my contract to expire in just over 30 days time, I’m on the 1gb ultimate volt package, with 2 extra 360 boxes also.

I’ve received an “exclusive” recontract offer fixed, I assume with no changes to my package, however I can’t see what that offer is, when I click the link, it sends me to an error message page.

i also cannot access any offers through my account, directs me to what appears to be the same error page (based on care.virginmedia webpage)

I chatted online but the agent was, to be frank, beyond hopeless.

this can’t be that difficult- if I can’t get this resolved I’ll be calling to quit on 10th April. When I hit the 30 day mark.

thanks in advance 

[RandoUser · Accepted solution]

Hi,

This is perhaps a blessing in disguise as myself and many others have used the online renewal service only for it do nothing. For example, I used it nearly a month ago and I'm still waiting for anyone at Virgin to do anything about it (still on my old contract etc.)

If you're interested in staying with Virgin despite their incompetence then cancelling via retentions might be a better bet, outbound retentions in particular are said to offer the best deals.

[BarStool101]

Don’t bother waiting, just call VM and cancel NOW. Your exclusive offer was anything but, just some bog-standard marketing thing.

Actually cancelling, and being prepared to go through with it, is the only way of getting any sort of reasonable offer - or maybe not, VM might be prepared to ‘call your bluff’ and dare you actually cancel. And if you cave, somewhere on your account it will flag you as being a ‘chancer’, someone who threatens xyz but does't actually go through with it - so offer them nothing as they absolutely will cave and bend over!

[dogfishddl]

Thanks guys, I’ll call 150 and cancel; I’m only a few days away from 30 days anyhow 

[BlueGT]

I have had exactly the same offer and same problems trying to view it. If only I could speak to an agent in the UK to get clarity on the offer. If only . . . . . . .

[unisoft]

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@BarStool101 wrote:

Don’t bother waiting, just call VM and cancel NOW. Your exclusive offer was anything but, just some bog-standard marketing thing.

Actually cancelling, and being prepared to go through with it, is the only way of getting any sort of reasonable offer - or maybe not, VM might be prepared to ‘call your bluff’ and dare you actually cancel. And if you cave, somewhere on your account it will flag you as being a ‘chancer’, someone who threatens xyz but does't actually go through with it - so offer them nothing as they absolutely will cave and bend over!

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Agreed. Those links rarely work for anyone and reported lots of times but never sorted out.

I got texts late afternoon the day before disconnection. The number rang and a robotic answerphone message cut in. Rang Customer Service, and they were completely useless and clueless about how to apply the offer in the text.

For the record, I was out the door, my new provider was installed, but was willing to have VM still for the offer quoted as it meant keeping Stream (and TV subscription to Entertainment) and was a useful backup line (for working from home some days), so the offer was good. They had left to the day before disconnection, late afternoon. Come to the conclusion it was a sick attempt at saying "HaHa, look what you missed", except I already had a provider install done and I am not the one losing money to competitors 😉

[unisoft]

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@BlueGT wrote:

I have had exactly the same offer and same problems trying to view it. If only I could speak to an agent in the UK to get clarity on the offer. If only . . . . . . .

---

Seems to be offshore retentions mostly now. Agreed, the UK team used to do a deal. I got offshore messing me around with on-hold several times and randomly transferring me, and wound me up which caused the complete cancellation of services (with family and friends to follow and my O2 SIM in June)...

[Sue_Coppick]

After trying the links I tried "contact us", after refusing to give bank sort code I eventually got an offer with sports cinema and kids, and an o2 sim, didn't want any of them so told them I would contact them nearer my contract end date. 

[dbuchan]

This is what happens every year it would seem from looking at other forum posts and here is my experience from this morning. It appears to me like VM are making it very difficult for existing customers to plan / understand what deals are available to them – forcing them to call and not allowing them to make make clear and informed decisions about whether or not it makes sense to re contract.

Here is a screenshot of the "re contract" email (received April 2024) – encouraging me to find out what "exclusive offers" are available to me as an existing customer:

re contract email

Here is the error page when clicking any of the recontract now buttons :

error page


I've also tried logging into my account and stepping through the wizard, encouraging me to login to My virgin media -  which I did ...

wizard

After logging in I was redirected here and clicked the "See my offers" button (for clarity, again, I was logged in): 

see your offers


I was then redirected to the same error page above.

I was forced to call ... and as an existing customer still in contract, was offered only ONE DEAL. That deal was the same package (but with TNT sports removed). It was double the cost of my existing deal. I said I was not willing to take that deal and was told there was nothing else I could do other than to cancel and pay an early cancellation fee, or to "call again in May to find out what offers were available then when there may be better deals" (as opposed to new customers who can browse the website and make an informed, fair decision).

I asked if I could downgrade my or package and was told that was not possible at this time. I then tried to change my own package from my virgin media account - and reached the same error page again, as above. 

Basically, as an existing customer - I have no way of downgrading, or viewing offers available to me when my contract comes to an end. But, as an existing customer - I can clearly see and plan ahead. 

This is terrible customer service and gives existing customers nowhere to go other than to leave Virgin Media and seek an alternative service. The fact similar threads exist from 2022 regarding the recontract / exclusive existing customer offers error pages – makes it pretty clear that no effort is being made to make this easy for existing customers or, what's more likely, is this is a deliberate attempt to make lives difficult for existing customers, forcing them to just accept a new contract at double the price when they come close to their services being shut down.

[Rokerite]

Same story. Chat bot offered contract at double the price. Did not accept.By chance my recontract email had a link to my account with an offer in the basket at the same price as now without TN T. ACCEPTED  the offer but rang up to check that my current boxes were still okay. Agent had no record of the new offer only the chat bot offer. He was planning to get back today or tomorrow after consulting UK managers. Trust new offer is valid as I have submitted financial details.