Renewal deal and package change.

[shawty1984]

Previously, I could change my package online and look at the renewal deal that was offered online. For about a month, it seems this was broke and led you to a page to phone up. I believe I've had this Previously with some recent change to the account causing it to happen (had a refund due to dispute). It's now back, but all it does is send you to a page to chat with them. No renewal deal is there and you can't add, add ons. Is this pretty normal and is it happening for anyone else?

[Matthew_ML]

Hey shawty1984, thank you for reaching out and I am sorry to hear you are having some issues with an renewal.

Have you checked here at all to see if it will allow you to do one? 

[shawty1984]

It just loops back to this link. 

https://www.virginmedia.com/support/help/change-my-package/manage-my-package/customer-exclusion

[Carley_S]

Ah okay, our apologies that there aren't able options for you to make changes or renew via your online account. If you need to discuss any renewal offers or changes, please do reach out to us either through the 'chat with us' option via the online account, or by any other means listed here. 

[shawty1984]

But what reason is it not showing when it was previously?

[Nathan_B]

This may have been showing in error. Sorry that this has been the case. Please do let us know how you get on with the team.

Regards

Nathan

[shawty1984]

What, how? 

It was showing for months. Plus why would being able to add, add ons be showing in error? That literally makes no sense.

[vircom]

I have always phoned in to discuss renewal as there can often be different combinations available. Deals on offer can also vary from day to day and even during the day. Some agents also appear more willing to search out the best available deal for you so sometimes needs more than one call.

[Matthew_ML]

We are always updating our packages to include more adds on then ever.

Which add on are you trying to add?

[shawty1984]

I'm not. I want to know why my renewal deal isn't there any more, plus why I can't make changed to my package online like I could previously.