package renewal

[ACB60]

I have had exactly the same issue, in that I have renewed my contract early as the online deal was really good, only a small increase having added UHD sports. It includes TNT so really happy. The new channels came active today but had two emails. The first stated that Netflix was going to be standard with ads, no mention of this on the contract that states Netflix standard. The second is, like the poster above, my receipt sheet says its a two month contract to when it was supposed to finish and zero cost, although further in the document it then says discount ends in 18 months and the price after that is also £0. Does that mean I have free services for the next 18 months. I doubt it. Would appreciate if someone could look at this for me as its not what was agreed although happy to accept the £0 cost!!!!. Interestingly I had to wait 9 days for this to happen from order and nothing appeared on my account until I noticed the channel changes this morning.

[David_Bn]

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

[ACB60]

Reply sent to PM

[ACB60]

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.

[Ashleigh_C]

Thank you @ACB60 and we are glad the team are able to look into this with you, please do keep checking back in the PM and we will do all we can to help.