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.

[Ilyas_Y]

Thanks for reaching out to us @baldyslaphead59 👋🏼

Apologies for the poor inconvenience caused. 😢
We have had an issue raised in relation to this issue because it has expanded out to our customers.

This is being fed back to the team so that this does not happen in future.
The best time to renewal would be 30 days before your contract is about to expire for the best deals. 🧾

Kind regards,
Ilyas.

[baldyslaphead59]

Whilst feeding back to the "Team", please also add that a new offer has now been posted whilst logged into my account, as per the screenshot below.

Sadly, when clicking on the "See your offer" link, I don't get to see my offer, instead I get the same responses as previously, as per the screenshot below 

This really is poor customer service, wouldn't you agree?

Baldy

[Akua_A]

We further apologise for this @baldyslaphead59 

We will feed this back to the relevant team. Can you let us know if you get this issue on multiple devices and browsers? Also, have you been in contact with our team on 0345 454 1111, regarding discount deals and offers? If so, what was discussed? 

[baldyslaphead59]

Hi Akua_A.

I have done this on my mobile and laptop, with the same result.

I do not wish to use any other browser than Microsoft Edge.

I have also been advised that I should only contact the number you gave within 30 days of my renewal date, which is not yet due.

Notwithstanding this, if I have been advised to wait until this date, why would your systems continually prompt me to renew before the 30 days window has been reached?

Would I be wrong to assume that all your systems should be working to the same criteria, rather than continually teasing customers with deals that are not yet available until the 30 day window has been reached?

Baldy.

[Akua_A]

We can understand your frustration with this. Typically we would advise contacting us within 30 days of the renewal date as you would be privy to the best deals available according to discount codes. The system can also detect that the 30-day period is close so it starts generating deals based on your current deal. We will however take your feedback onboard and pass it on to the relevant team for improvement.

Thanks,