Problems with Renewal of my contract
Hi, I've been a virgin media customer for 24 years. I'm having so many problems with negotiating my contract renewal, with extortionate price increases. I've raised a complaint but not getting anywhere, virgin have increased my volt package from £90, per month to £153 per month. My anxiety is thru the roof, I'm thinking of leaving altogether, please help me.
Problem with extending contract
I was supposed to cancel my services on July 7th, but on July 4th received an offer to extend for 25 GBP per month which I accepted (I received the contract information sheet). I confirmed with customer service (disconnection team) that it's approved and there will be no disruption in service. On 7th July my service was still disconnected and I was informed when I called that it may take 72 hours to set it up again. Later in the day I had an unexpected visit from Sales Team to tell me that they don't see any information about me extending the contract, I am just no longer a customer. They have made me believe that instead of waiting to extend which won't happen, I should start a new contract with them on the spot. They have promised to match my extension offer of 25 GBP per Volte M350 and send new router within 24h, but I received a contract for 29 GBP and installation date for July 10. The sales person also promised at least Hub4, but he was dishonest in many cases and I received the Hub3. The sales person said I need to create a new account, but I can't use my email because it's already used by another account (yes, me!). I am very unhappy about how the extension deal has been handled and that I can no longer just continue services as confirmed, but have to set it up again. **************** Can someone help with the following things? Nobody started to proceed my case and I don't know if they start because it was created from deactivated account: -Match my extension deal of 25 GBP per month as offered - Dispatch return box for my old router since I have to have new one - Release my email address so I can create new account (I want to connect my new account with the email address from the contract) - During a call with customer team on morning 7th July (before the visit from the sales person) I was also offered 25 GBP credit to my account as good will for the inconvenienceContract's coming to an end..
I have cancelled my account (in order to avoid the sky-rocketing price hike at contract end in 4 weeks time) and my plan is either to take up a Sky contract or (if nothing appeals to me) to have my wife call up Virgin as a new customer and arrange a new install (and a new customer deal) before the 4 weeks are up. Has anyone done this before, can it be done without a break in service, and are there any issues I need to be aware of? TIA Jim
Contract ending - £100 more each month!
Hi, Has anyone else been given this crazy "offer" - I have been a customer probably since around 1996/7 always paid and had decent service etc. But my contract runs out in August and been told it will go up by £40 in August and the £100 in September! Crazy! Called up today but the price increase to stay exactly the same - with no difference looks like it will still be £40 (minimum) per month! Much much much cheaper surely to just cut ties and got with Sky direct and some of the multiple other internet providers. What's everyone else doing?Unexpected new contract?
Hi, I am writing this in hope of a resolution and an explanation to my issue as I am lost at how to get support. I took out a virgin media contract at my previous address for the 1GB volt package. I moved last year in June to a new house and transferred my package to my new property. I was assured the package & pricing would continue as normal for the remainder of the contract. However, today I received a bill for the FULL package price without my discount as the discount has supposedly run out, however my contract does not end until November. I don’t understand why my contract has not ended and why I am getting charged the full price. This is completely unwarranted and not what I agreed upon. It has definitely tainted my perspective of Virgin Media. I would like my service to either: (1) be cancelled and the original contract honoured, or (2) for the discount to be reinstated for the extended contract length and for the extra amount paid this month to be credited back to me.
Renewing contract - not honouring offer/agreement
Hi all, My contract was due up for renewal some weeks ago, I've been a customer since 2010, and renewed upgraded many times. Until now I was signed up the largest bundle which I got at a discounted price. However, over the past 6 months, I realised no-one was watching any 'live' TV, and only using streaming services which I pay for outside of Virgin Media contract. If I keep current services my monthly would be over £200. After a number of calls/chats I've managed to strip my account down 1Gig broadband only. This way, my family can continue watching what they want on streaming services, use broadband for gaming too, and I can continue using it for work etc. I've managed to get a deal after some back and fourth with the retention team for £37. I was asked whether I wanted this to start after 30 days or within 24hrs, I chose 24hrs, more savings for me this way. I was sent emails of this contract and I also have the chat history saved too. Later that day, I'd been sent a different contract saying I will still have my current contract for another 30 days and will owe £200'ish, and then going forward my bill will be £70+ a month. I called to query this, and spent a while on the call. They didn't understand their notes and what was going on, or what the retention team had done. Eventually, they agreed to the £37 a month, but were unwilling to honour the 24hr change of service I was offered. Essentially, only having to pay for a day or few days of the £200 contract until services swapped over, rather a whole month of that more expensive contract. Where do I stand with this? How can they refuse to honour something I have in writing?
I'm being charged much more than it says in my contract documents?
I accepted a new contract via the my virgin media site as my current contract was expiring. I received the email with the new contract details and the price. However I've now received the next bill and I am being billed nearly £20 a month more than stated on the contract documents. I contacted Virgin via chat and was told "due to a technical issue the discounts on your package were removed" but they weren't able to sort it. Is there someone from the virgin media team here who can help me please? I've seen similar previous posts from a few months ago where the issue got resolved. Thanks in advanceLied to by live chat
I was cancelling the contract for my uni sharehouse. I was on the live chat to the support people and I asked if they could cancel at the earliest date when there would not be a disconnection fee. They did the 27th of June and I said ok. A few messages later they said I would need to pay a fee. I then asked a few times if they could move the date back and was ignored but then they said I wouldn't need to pay a fee! Now an email has come telling me I do need to pay. It says I can send some documents to confirm I have moved to an address that has no coverage by virgin media but as it is my parents house all the documents will be in their name as they pay the bills. If anyone has any ideas as to what I can do to not pay, it would be greatly appreciated. Thanks in advance. Kind regards.Broken account.
My Virgin Media account is broken; it does not let me make any changes. I have tried the website, app, a different browser. It makes no difference. Anytime I try to make a change, it says "Sorry! You are not eligible for this particular offer. Unfortunately you have missed out on this offer but we have plenty of other offerings that you could be interested in." It does not matter if I am trying to upgrade my broadband speed, upgrade TV, manage My Flex Plan, upgrade to Volt etc, no matter what I try it redirects to the following URL and gives the above error. https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers I recently contracted (had the same issue beforehand) and spent quite a while on the phone trying to get this sorted out, but nobody could help me with the issue. At the time, I didn't realise the problems with changing the My Flex Plan, so I figured that while I did want to upgrade to 2Gbps internet, I would stay on the 1Gbps as it wasn't worth the hassle. Something needs to be done to fix my account, and nobody on the phone was able to help, so where do I go from here? I don't care if the account needs to be deleted and set up again, something needs to be done as it can't be left like this!Agreed Contract renewal package not being honoured - Who can help?!
I have spent the last 2 days being messed around by the support people who are supposed to be helping on the web chat you get pointed to, and are refusing/unable to do anything to resolve the issue, Does anyone know who i can contact that can actually help with my issue please?! Basically my current contract runs out on 3rd July, so in Mid May i contacted the renewals team to get a new deal i could afford, I was offered a deal for a 24month contract with 1Gb/s broadband and Maxim Tv + the phone line stuff i dont need or care about for £39/month. I had them email a copy of that offer over to me to review before accepting (as anyone should) It was sent in the form of a "Contract Summary Sheet" along with a link to an online portal (ebill2.virginmedia.com) where i had the option to agree to the offer which i promptly accepted the the next day and received a "We've got your order!" message confirming i had approved it, i haven't heard anything from them since, so as far i was concerned that was all sorted and would take effect at end of contract. Fast forward a month and my billing is now saying my July bill is going to be £120! - I contacted the help chat to find out what had happened and have been told that the offer from back in May was not agreed to (I can still access the web portal and see it in fact was with the date i did it!) and that since that offer is no longer available, the only one they can give me now with that package will cost me £60+ instead and there is no way of applying the previously agreed contract to my account?! When asking why it was not applied i have been given 2 different unacceptable answers by different support teams i have been passed between, firstly that when i approved the offer through the web portal and the order was raised, it was then denied as it was no longer a valid offer, despite there being absolutely no communication to tell me this is the case and the web portal appearing (Still) to say my order is submitted, And as such I believed the offer was accepted and was to be applied to by account when my current contract expires on 3rd July causing me to miss out on the ability to shop around for better offers easily. and then The second reason I was given, was that i needed to accept the offer both on the online portal,AND directly with the agent who offered me the deal. This also was not communicated as when i asked the agent to send me the details of the offer via email which they did, i was just told i would still need to manually approve the deal if i wanted it to go ahead. Which again, I did via the web portal, and as you can see on the screenshot, the "We've got your order!" message should be an indication that i have done what i have needed to and the offer will be applied. I have been messaging with members of the support team for over 3 hrs yesterday and none of them have provided an acceptable resolution, or have even tried to resolve the original issue, only saying that they will only offer packages which are available now, which would leave me hundreds worse off over this contract due to the teams failure to apply the above offer which I agreed to on the 14th May! This is an unacceptable way to treat an existing customer, especially when they can clearly see I promptly approved the offer made to me in the virgin web portal, and when there was an apparent issue with that order, absolutely no attempt was made to get it touch with me to resolve it and i was left unaware until the next set of bills came out. I have already even tried getting one of the support teams to raise a complaint for me about the issue, of which the only details they bothered putting in it was "unhappy with the offers available", and then immediately closed it with a resolution that I did not agree to saying "Extra info on package or product"... which is pretty meaningless! I can see other people have had similar issues on the forum and get pulled out into a "private messaging" by a member of the forums staff here, but no resolution is ever published on these forums. Has anyone been able to get similar resolved or know how to get hold of a support team who will actually help instead of treating existing customers like trash Please?? otherwise at this stage if they do not honor the contract how can i get my service with Virgin cancelled immediately so im not getting overcharged next month and can go sign up to a more affordable provider?! Thanks!
