Forum Discussion

grizz's avatar
grizz
Dialled in
2 years ago

unable to renew contract

 

My contract expired on January 5th of this year.

Looking at my emails yesterday, it looks like I was offered the chance to keep my package for 20% less.

So I thought, Why not? Not like I have much choice in my area, at least not yet.

I tried renewing, but the problem is that the website just gives errors. I've tried two browsers, and nothing works.

Today I got a new offer on my phone to renew for 25% less, so I followed the link on my phone with the same result.

This is not a recent problem. I have had problems with the website for years.

It's like you don't want anyone to renew.

The chat option is as good as useless 3 hours without a reply

Phil

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi Phil, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some issues with opening an offer via email. Have you tried logging in to My VM and checking any offers available to you there? 

    We're not able to implement email offers manually I'm afraid but we can check to see what offers are available that we can authorise. In order to do that I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    Tried all of the above but nothing works all i get is oops something went wrong when i click on renew or check offers

    tried 2 browsers and mobile but same result.

    it's the website that is the problem and had this happen many times over the years

    • Zoie_P's avatar
      Zoie_P
      Forum Team (Retired)
      2 years ago

      Please reply to Kath's DM, grizz so we can further assist.

      Zoie

      • grizz's avatar
        grizz
        Dialled in
        2 years ago

        Hi

        I have replied and still keep trying online but nothing so far.

        How is it possible for the website to be so bad, it's not a recent thing it has had problems going back years

        oops there is a problem is the usual error

        Quite possibly the worst website i have ever used going back decades

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    Decided to try the virgin media app on my iphone with the same result

    oops our website doesn't work 😞

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      grizz  Please respond to your invitation to private message and the agent will support you further. 

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    What invitation would that be i reponded to the message i got on staurday

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      grizz You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    Hi

    My eyesight is bad but not that bad 😄 i saw it and replied saturday

     

  • nickdare's avatar
    nickdare
    Joining in
    2 years ago

    Have you got this resolved? I'm having a similar issue. I got an offer but didn't want to agree to it until my hub was replaced (it had overheated).

    When I went to accept the offer after the hub replacement, I couldn't access it. It was so frustrating. 

    Luckily, we have fibre in our street so I might go elsewhere and probably save myself a few £££ too. 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 years ago

      Hey nickdare, thank you for reaching out and I am sorry to hear this.

      Our offers which are offered on the day as todays prices think of it like the stock market they can up and down at any time.

      You can also look at new deals here 

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    Mine isn't resolved as i still haven't had a reply after giving my details 😒

    Website is still giving errors on see your renewal deals

    Phil

     

     

    • John_GS's avatar
      John_GS
      Forum Team
      2 years ago

      Hi grizz 

      If you can respond to my colleagues PM, they can assist further.

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    I Already did that saturday

    I seem to be going round in circles here

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 years ago

      My colleague Kath, will reply when she can do please do not worry. 

  • grizz's avatar
    grizz
    Dialled in
    2 years ago

    I might be better speaking to retentions to speed things up, i will be back at work soon then will have far less chance of doing anything, 

    If i end up having to leave i will need to give my 30 days notice in the next week or 2

    Any phone numbers for retentions  as i don't have a landline or virgin mobile

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi grizz, 

      Checking things here, we've not received any reply to the message I sent on Saturday. If you can click on the message I sent and reply with the information, I can then help further. 

      As of yet, we've not received a reply back from you. 

      Thanks,