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Renewal page on site down

On our wavelength

Been trying to renew for over a week. Can’t get on the page at all, constantly reloads then says it can’t be reached due to too many redirects. Called and was basically told to try again. Out of contract, it’s going up end of this month, don’t seem to be able to sort it. Also tried text and what’s app functions, literally hitting a brick wall trying to resolve it. 


Very Insightful Person
Very Insightful Person

Hi Lauraknowles 

Have you tried clearing the cookies/cache on the browser? This will force the page to reload completely and not bring up the one that's saved in memory.

You could also try using an incognito window, different browser or different device.

The text and what's app services can take 4 to 6 hours as phone calls take priority.

I'm afraid that the forum team can't process regrades or help with pricing, however you should speak to retentions (thinking of leaving) option 4 when calling either 150 from a phone, or 0345 454 1111 from any other phone.

Call around 8am if possible when lines first open and are least busy and see what price you can negotiate. They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

Hopefully you can then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. Or failing that you can place your cancellation with that team.

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Hi @Lauraknowles 

Welcome back to the community 

Really sorry to hear that you've not been able to access the renewal page to look at the available deals. 
Has the steps kindly provided by @newapollo helped with loading the page at your side?


Keep us posted with how you get on and we can support further if needed.


Here to help 🙂
Virgin Media Forums Agent

I’ll try this, thanks! 

I’ll have a try and let you know. Thanks for replying 

Great thanks @Lauraknowles 

We'll be here if you need us further 😊

Here to help 🙂
Virgin Media Forums Agent


Hi @Lauraknowles,

Thanks for getting back to us. I'm sorry to hear that the error page is still appearing.

To clarify, is this after carrying out the tips that were offered earlier to troubleshoot this?


Zach - Forum Team
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Yes I used my laptop which I’ve never used before to try and visit the site. This was the first time I clicked the link from the text I’d had and this was the result within about 60 seconds. No issues with any other sites or pages, just this one renewal page 

Hi Lauraknowles,

Thank you for reaching back out and for the update, using the laptopp are you still unable to access the renewal page?