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?
First bill after renewal
I’ve had an absolute nightmare of late. My contract was coming to an end, Virgin contacted me and I ended up accepting a renewal with an upgrade to Virgin 360 plus at long last an upgrade on my hub from the 3 to the 5. So it was supposedly a self install which would take me 15 minutes. What a joke that was - received the kit on the Tuesday engineer had to visit on the Wednesday, Thursday AND Friday - bless him he’d never had such bother and I had 3 days of being inconvenienced and now everything is up and running I’ve had an email saying my next bill is for the ridiculous amount of £186 when it should be £131 (new contract is £120) - I’ve tried phoning but the automated stuff is so infuriating I end up hanging up, I’ve tried chat and they were of no help at all, asked Shiny to have someone call me - I can’t do that as I am the web chat team. Honestly driving me mad!Oops something went wrong - no renewal prices
I am currently paying out of contract at £85 for gig1 broadband, when I click upgrade or change my plan, it always brings me to a something went wrong page. I have typed my postcode into the broadband checker and the same package I am on is available for £35 per month! i am unable to access the deal though as it just goes to the something went wrong page every time.Sky Entertainment and Cinema UHD
Hi, Bit of a disappointing experience with VM on my latest contract renewal. Like some others I have enjoyed Sky Cinema UHD as part of my contract since purchasing the Ultimate Oomph bundle a few years ago. On my latest renewal I was told that all my services were being carried forward, but also like others on closer inspection my new package wasn’t quite the same as I already had. In my case Sky Entertainment and Cinema UHD had been removed and replaced with Sky Sports UHD. On the subsequent 2 live chats trying to rectify this I was assured that Sky Ultra HD was included in the bundle, but each time when the paperwork came through it was just the sports in UHD. I resorted to contacting VM on X and through DMs was informed that there was no option to add back Sky Entertainment and Cinema UHD on the VM end when they try and put my package together, and that I would have to add it myself through the on-box subscription. Lo and behold I try to do just that - browsing to a UHD movie in the on-demand Sky Cinema and selecting ‘upgrade’ to try and view it and I just get a pop up saying I need to contact VM via live chat to subscribe to UHD! So now I’m stuck with a worse package and apparently no way of getting back to what I used to have. To add insult to injury, every ad break on any VM on-demand programme I watch has an add for Virgin’s Ultra HD offerings including - yes - you’ve guessed it: Sky Cinema UHD. Surely someone must know how to get this added back onto my account?Renewal not going through
My current plan is about to end, i decided to renew my current plan for an overall cheaper bill. Whenever I decide to renew my plan I get a confirmation email but when I look on the website it still says I owe the original amount. Can I get help understanding when my bill will actually change or if this is just a glitch?Online Renewal Issues, Frustration and can't get any information
I'm frustrated and very confused with Virgin Media's online renewal process. My contract ends 6th Dec 2024. I have the ultimate volt package and was offered a like for like renewal online for a small increase so decided to renew online on Thursday (28th Nov). After submitting the order, I received a pre-contract agreement and an order confirmation email. However, I have not received any further communication or updates regarding our new contract since then. I have phoned Virgin a couple of times but either get staff re-pricing the renewal (at higher cost!!) or they cannot tell me when my new contract starts!! I am very worried about this am trying to sort this before contact ends. What is more concerning is that my online account now look wrong as it says that my current package is expiring 5th December 2024 (but showing the new deal price) and the online renewal option 'Grab your deal' (same price) is there and I can select it again - giving the impression I haven't 'renewed' even though I have an order number. I just want to simply renew at the agreed price so things just roll on for another 18 months but I have no confidence that the process is working as no one can confirm the new contract is in place. Please can someone help/advise how to make sure this online renewal service goes through.
