Renewal Offer Price Not Honored Due to Wi-Fi Pod Request

[wjinnes]

Hi Virgin Media Team,

I recently accepted a renewal offer for my Virgin Media contract, as my previous contract had expired. I was sent the pre-contract documents, which I reviewed and agreed to, and I was happy with the terms offered. However, on the same day, I requested a Wi-Fi pod to improve coverage in my home office, as I’m a Volt customer and I’m entitled to this service at no extra charge i thought nothing of it. I assumed since i was renewing i would be just as well to sort this issue

Unfortunately, I later found out that this request for the Wi-Fi pod was somehow processed as a change to my contract, which I was not informed about. This has affected the agreed renewal getting processed and applied. I would like Virgin Media to honor the original renewal price that was sent to me in the pre-contract documents.

I have spent 5 hours on chat with various customer service representatives, but the issue has still not been resolved. I have copies of all the pre-contract PDF documents that were emailed to me, showing the original terms and price.

I would appreciate your help in resolving this matter and ensuring the renewal price I initially agreed to is honored.

Thank you for your assistance.

[Matthew_ML]

Hey wjinnes, thank you for reaching out and I am sorry to hear this.

If you added a pod on this wouldn't change the contact but you would get an email to say its been added on.

This is normal what you are explaining and this is how we process them. 

Also being a volt customer means the pods are free, as I have mentioned what you are explaining is normal and this how we process them do not worry. 

[wjinnes]

Yes i know this. The issue is my renewal has not been processed and i would like my renewal contract activated at the price i agreed. This was a week ago i agreed and it still has not been changed.

[Matthew_ML]

How did you make the renewal, was it online? If so this can take 10 working days to process.

Did you get any paperwork to confirm this?

[wjinnes]

Yes correct. I accepeted it online via my account. I have the paperwork but there is no sign of it on my account anywhere but i received an email a day after i asked for the pod that said.

"Hi there,

Thanks for placing your order with Virgin Media. We can see from your

details that you have recently contacted Virgin Media to make some

changes to your account, therefore we haven't made any additional

changes."

This make me feel that the whole renewal has been canceled. However i will give it a fewe more days and see.

[Matthew_ML]

Is this still in the 10 - 14 working day time frame or as this passed?

We cannot speed up orders from, we just have to wait for them to manually go through. 

If you have the paperwork this means it ahs gone through, just let us know if it has passed this date.

[wjinnes]

It has now passed this date and i have been charged a higher price and still no renewal of my contract.

[John_GS]

Hi @wjinnes 

Thanks for coming back to us. I'll send you a PM now to assist.