I have been trying for the last couple of days to renew my broadband contract using the offer displayed to me via my account. This is going to be a bit long-winded - sorry.
I ordered 2 days ago and received a 2 emails with an order reference (XS1000144759) confirming my renewal for just a Gig1 broadband connection at £50.59/month for 18 months.
My account page suggested I would be receiving a new hub, but it didn't say when, so I phoned the helpline. I was told I had not made an order. I quoted the reference and they denied it existed. The agent said she could do the renewal for me and said it would cost £69 per month, despite the fact I'm currently paying £67.45 already whilst "out of contract"!! I said I don't want to pay more than I am already only to be tied into a fixed contract length. She didn't understand my issue with that. In the end we agreed I would try and order the renewal again.
Once more I accepted the online renewal offer in my account and got a second pair of emails with a new reference (XS1000147644) also at £50.59/month for 18 months. Again I couldn't see the order in my account. This time I used the Web Chat and spoke to "Ayesha". After a 35minute wait, I was asked some security and then sales questions. I answered the security and quickly flipped past the sales questions stating I just wanted to renew my Gig1 contract. I was asked when I renewed and what the price was. I responded. I waited 5 minutes for a response and then got fobbed off with "Thank you for connecting with me, I am always at your service. It was lovely chatting with you. And yes, I should be thanking you for taking time and effort to contact us....." and then "Ayesha" promptly left the chat with no response to my query whatsoever.
So.... can someone at Virgin Media please confirm I have renewed at the price you offered directly to me (I accepted your terms and conditions as part of the order process) and let me know if I am actually receiving a new hub or not (which may help resolve my separate ongoing connectivity issue).
