Renewal Links in Emails and texts don’t work

[SandraWoo]

My contract expires shortly and I have received a few emails and texts from Virgin that contain a link to look at my renewal offers. However, when clicked they all take me to a “Oops looks like something has gone wrong” page. If this a known error and if so could a Virgin rep let me know when they expect it to be fixed?
Thank you.

[David_Bn]

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

Sorry to hear of the issues with the renewal links being sent to you.

Can you please confirm if you've attempted to open the link(s) you've been issued in an alternative browser?

Within the E-Mail, does it give any indication as to what the renewal offer is, that is supposed to be available to you when the link open successfully?

Thanks,

David_Bn

[unisoft · Accepted solution]

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@SandraWoo wrote:

My contract expires shortly and I have received a few emails and texts from Virgin that contain a link to look at my renewal offers. However, when clicked they all take me to a “Oops looks like something has gone wrong” page. If this a known error and if so could a Virgin rep let me know when they expect it to be fixed?
Thank you.

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Don't hold your breath. Those annoying "oops" pages when viewing offers has been going on for years in any browser!!!

Zero confidence VM will fix it anytime soon. Loads of people on here reporting issues with it and you'd thinka red flag would be raised for their web dev team, as literally losing customers who get frustrated over it.

Before I disconnected a couple of weeks ago after being long term customer, I also had an offer in my account to re-contract that was near what I was paying. The links would not work. You'd click it and the page do nothing. Then the price went up and started insisting on having a landline phone added which I had no intention. Calls to retentions were offshore and a nightmare; bad line quality, language issues, bumped around and a questionnaire about how I used the internet and what devices did I have, and took an hour of my time that was wasted, so no choice but to leave.

[baldyslaphead59]

I had exactly the sae happen to me, although on the 1st email I received, did manage to get to my account via the email link, and "renew my contract". I also had an email confirmation of when this would start, the revised cost etc, happy days, I thought.

Sadly, nothing happened, possibly due to the fact my "new contract" was for considerably less than I currently pay, so the old adage of something seeming too good to be true had been borne to be true. At least someone could have had the decency to check this and get back to me, but no maybe their AI systems aren't that clever!!

Weeks later, another email, inviting me to "recontract now" which takes me to the "oops" page. Having just now called Virgin Retentions now I'm advised that unless I wish to add or remove a service from my current package, (which I don't) I have no need to contact them regarding renewals, until I'm within 30 days of my contract expiry date, so why not explain this in the emails I received, or at best, refrain from sending the invitations out to customers, unless they are within the 30 days of the contract expiry?

Frustrating to say the least, casting a line to reel us in before it's necessary.

[Joseph_B]

Hey @baldyslaphead59,

Thanks for posting to us, with this we are aware some recontract emails were being sent out in advance of being needed, with this you do not need to look at recontracting unless you want to, you are right you do not need to look until nearer the end of your contract, in which we will be sending out the usual End of Contract notification at this timeframe.

Joe

[SandraWoo]

Thanks for replying. I have tried the links on both my iPad and my android phone which use different browsers but with the same result. I did get a renewal price a few weeks ago but wanted to compare it to the offer Sky has made me but I can no longer see the renewal offer and can’t remember what it was to do a comparison. I’ve put in a complaint about all the broken links and asked for an email renewal offer but not sure if this will work. Dread the phone route . . . . .

[Joseph_B]

Hey @SandraWoo,

Thanks for getting back to us, with this if you have raised a complaint, the team will look into this further for you, if we could make package changes here for you we would look into this with you, but as we are unable to all we can do is provide further information.

Joe

[baldyslaphead59]

Not only are "some emails" being sent out, but now it's texts too.

Alas, this takes me to a dead link too.

I also am dreading the phone call, as no doubt I will not be speaking to someone in the UK again when I get through.

Baldy

[Akua_A]

We truly apologise for this experience with renewal offers. This is certainly not the level of service we look to provide and we want to best help. Can you let me know if you can access the link on different devices or browsers? Have you also checked here for some of our great deals?

[baldyslaphead59]

The link you posted takes me to a "chat to us now" link, which is contradictory to any great deals that I was expecting to see from previous the response.

Why not just be upfront and say call us one month before your contract is due to expire, rather than sending people on a wild goose chase?

Baldy.