Unable to renew contract online

[diggerati]

I have been receiving several emails from Virgin reminding me that my contract is coming to an end soon and with offers to renew it.

when I click on the renew your contract link, I get an Oops error message (see attached images).

the link did work once but I was not able to finalise the renewal. The offer was only slightly higher than what I pay currently. Now the links don’t work and your call centre is terrible and gives me conflicting advice and different and much higher renewal offers.

i would like to retain my Volt package at the current price.

I have tried clicking the link from my phone, a laptop and a separate PC & keep getting thr same error.

could a support person contact me directly?

 

 

[Carley_S]

Hi @diggerati 

Welcome back to the community forums 

Sorry to hear that the link for your renewal is not working. We were aware of a few customers that was sent renewal emails before their end of contract notification. This is normally sent 1 month before the contract expires. If the email you received was dated before your 30 day notice, then the link wouldn't be available. Our apologies for any inconvenience caused. 

Has a new email come through for you since that is within 30days of your contract expiry date? If so, and you get the same error, can you please try clearing your cache/cookies or try a device you hadn't used to access the other email link sent in error to see if the new link works for you now.  

[diggerati]

Hi Carley,

The last email was sent to me on the 17th of May which is within the 30-day period of contract expiry. I have attempted this from multiple devices and get the same error.

Can a new email be triggered by Virgin so I can do this?

Joe

[Carley_S]

A new email cannot be sent sadly. 

When you go onto your online account directly rather than through the link there should be available deals shown on there if you're within 30 days of your contract expiring. 

Can you please try clearing your cache and cookies on the device you're using and check your online account here for currently available renewal deals. If there isn't anything suitable for you, the team through online chat on this same page will be able to assist further and check other available deals at their side more suited to your needs. 

[diggerati]

Hello

when I click on current offers, I get taken to a page to chat with someone. Clicking on that link doesn’t do anything either. 

this is just unbelievable. There are so many complaints about the same issue and Virgin is doing nothing to fix this. My contract ends in two weeks. Maybe I should cancel and take my business elsewhere? I am getting fed up with how much time I am spending trying to get this sorted. The attractive offer you promise does not materialise at all. I even went to an O2 store but they cannot help me.

[Vikki_M]

Hi diggerati

We apologise for any frustration caused by the link not working. 

Could you please send us a screenshot of the actual offer given on the email before you're taken to the link to renew?

Please ensure any personal details are not visible. 

This would allow us to see what was included and what price was offered. 

Please pop back to us when you can. 

[Vikki_M]

Hi diggerati,

I'll send you a private message now as I'll need some further details from you please to get this resolved.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[diggerati]

Hi Vicki

The thing is that no price is shown anymore l, even if I did see the link work once a few weeks back and the price displayed was 2gbp more than I pay now (I didn’t take a screenshot then as I didn’t know these links will stop working).

Some screenshots are attached of the email I received again yesterday. Clicking on the links take me to the oops page - no actual offer shown.