package renewal

Thanks for reaching out to us ACB60, and a very warm welcome to you!

Sorry to hear of the issues you've been experiencing with the package renewal on your Virgin Media subscription.

I'd be happy to look into this for you, via our private messaging function.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

Reply sent to PM

Just thought I would update whats been happening.  David has been in regular contact and I have to say the team on here from Virgin are really good. They always come back and respond.

The issue is that my contract has been renewed but for some reason only for 2 months until the end of my current contract and not the 18 months detailed in my contract renewal. They now cannot update to a new contract until until the last 30 days so in 1 months time. David has confirmed that they will process the order through again then at the same price and have to trust this will occur which from conversations I am sure it will. They have also offered to reduce the costs by £6 to cover the Netflix issue with ads so I can upgrade.

I will reserve full judgment until this is fully sorted but I can't fault the customer service so far but clearly the computer system or backroom that produces the new contracts needs some attention.

I just thought I would give an update on this as it has now all been resolved. Thanks go to David and initially Robert for getting this sorted. The package price I agreed has been honoured by Virgin renewing the account at a higher price and then giving me a package discount so it reverts back to the original figure. I waited to confirm this as my bill was not due until today so was unsure if this had gone through as my contract is for the higher amount and no mention of the discount. Certainly from stories on here it can sometimes go horribly wrong, but not in this case, the discount was applied and I am all set for another 18 months. The only thing I did lose out on was Netflix with ads as I could not get a discount for the upgrade to standard even though it was standard without ads on my original order. Overall though so much better service here than with chat or phone calls and again thanks to the team for sorting for me.