Your Renewal Options

[iamthenewph7]

My contract is ending soon. I have logged into my account and clicked on "Your renewal offers". I have been given a renewal price that is the same as my current price. However, my current contract includes a couple of discounts which were due to expire at the end of December 2024.

It is not clear that the two discounts will continue if I click on "Grab your deal". I don't want to click on this link, as I'm not sure what will happen.

Also, if I click on "Grab your deal", have I committed to a new contract immediately (i.e. will it show a draft contract which I have to agree or can I decline the offer at that point?). This is very unclear what will happen if I click on "Grab your deal".

[Ilyas_Y]

Hey @iamthenewph7 Thanks for reaching out to us on the Virgin Media forums. 👋🏽

I'm sorry to hear about the confusion with the package change.
If you do a package change the new discounts will commence on the day the new contract starts and any previous discounts will cease, that is if it is done before the contract itself ends.

I hope this clarifies.

Kind regards,
Ilyas.

[iamthenewph7]

Thanks for your response.

Unfortunately it does not really help me. I am not changing the package. I just want to renew the existing package for 18 months at the same price.

The website gives me a price and a button which says "Grab your deal". I have no idea what that means - what happens if I click on that button. It is not clear. Will I still have the option to decline that offer without cancelling my existing contract?

[John_GS]

Hi @iamthenewph7 

Thanks for coming back to us. You'll be presented with a deal, and a CIS / CSS document to consent too.

If you agree to the deal, it'll go ahead. 

If not, it won't and no changes made.

[goslow]

I doubt anyone on the forum can reliably tell you what will happen when you click the button (due to the unreliability of VM's online customer interfaces).

Based on a lot of similar topics, your outcomes might include: an 'Ooops something's gone wrong' message which forces you to phone in and speak to an agent who knows nothing about the online deal you responded to and who will try to upsell you a much more expensive package.

Alternatively, you might see a different price much higher than the one you originally saw and possibly a new package which is not entirely the same as what you thought you were renewing.

You may instead get some 'pre-contract' documents come through (which you have to sign/return in order for the offer to go ahead).

Possibly the renewal link may even work!

Whatever happens, if your current package includes TNT Sports do check everything in the new package in great detail. Many complaints on here have been about 'keep the same package' renewal offers which turn out to have TNT Sports missing after renewal.

[iamthenewph7]

Thanks. I'll try it now.

[iamthenewph7]

Thanks. I'll see what happens and let you know.

[iamthenewph7]

Thanks John. Just to let you now that "Grab your deal" worked for me. It hasn't appear on my account yet, but I have an order number and the CIS/CSS documents. Thanks for your advice.

[iamthenewph7]

It looks like it has worked ok for me, although I did have the "Ooops something's gone wrong" message (probably because it had timed out on the browser). I refreshed the screen and the revised contract details appeared.

[Ashleigh_C]

That's great to hear @iamthenewph7 and thank you for letting us know. 

If you do have any issues at all in the future please do pop back to us here on the forums and we will do all we can to help.