Online Renewal Contract
Hi, My contract was up for renewal, so using the MyVirginMedia app I accepted a renewal deal and received email confirmation with the Contract Information Sheet. I spoke to someone earlier today as I was told my account was not showing the update and he said that, as he was unable to match the deal offered online, I just needed to wait 14 days for it to appear. I then received an email this evening saying 'We'd like to talk to you as it appears that some information that we need to process your order was missing'. So I called again and the lady told me she was unable to match the online offer so she would transfer me to another team who would be able to help. Whilst on hold the call was ended by the team before I could speak to someone. Please can someone contact me urgently to resolve this issue and ensure my deal is activated. Thanks, ShannonContract Renewal not gone through
On the 5th of October I renewed my contract via the app at a new cost of £73.76 a month on a 24 month plan. My latest bill has come through today for over £100 (almost £20 up from last month) and according to the app I am still showing as up for renewal but now at £75.15 a month. I have no idea why the first contract renewal hasn't gone through, no idea why the latest bill is so high and no idea why I'm still being offered another renewal at a higher price. Is renewing via the app a known issue for it to go wrong?Worst Customer Service
I have been trying to sort out my account for over 3 months and have never had such a debacle. Had 2 different contracts, spoke to numerous employees and still can't resolve basics. Thought I had it all sorted last month with another new contract but yet again Virgin promised much but delivered nothing. Spent over 2 hours on the phone that time and now just spent 40 mins then I got passed to my 3rd agent who promptly cut me off deliberately. Has anyone else ever dealt with such a poor organisation who are completely inept? So, infuriating when the staff employees cannot read previous notes or don't listen to you? Then pass you onto another agent where you have to keep on repeating yourself endlessly. Anyone from Virgin got the courtesy to try and sort this out? Rather than on of your Employees who said best thing to do was leave, I am starting to think I should have followed his advice.Badgered for a month to renew, and then the price suddenly jumps up!
Afternoon VM community - is anyone able to assist with some guidance please? My current VM contract expires soon which I would like to renew. I started receiving calls from Virgin Media (0800 052 7551) back on September 10th offering me a new contract. I was abroad at the time, and asked them to call me back in 2 weeks time - but the calls continued every 2 days religiously. I eventually spoke to someone from the same number on Monday 29th September and was offered a contract renewal at £77. I was actually quite impressed by this price as it is extremely close to what I currently pay, but I said I would need to check with my wife before committing and asked for a call back in a couple of days. The chap on the phone also mentioned that if we had another discussion with less than 30 days on my existing deal, I could potentially get an even better deal which sounded amazing. The return call never came and this fell to the back of my mind. I remembered yesterday that my contract expires soon and jumped on the app to renew. I went through an online chat, went through all of the security stuff and spoke to someone who was completely unable to help renew. What's the point in being pushed to use the chat rather than phone, only to be told to phone anyway?! I then called 0345 454 1111 as instructed and spoke to a lady who informed me I had failed the security checks .. despite them being exactly the same as the ones I had just filled in online. Eventually she spoke to me and offered me a renewal price of almost £150!! Double what I currently pay. After 15 minutes of going around in circles with her, I was transferred to retention level 2, and painfully went through my story all over again. This time I was offered a price of £115. Still not even close to the £77 I was offered on the 29th. I was told there was no record of the conversation happening on the 29th September, or any of the calls for the weeks before despite them being in my call log, and the message at the start of those calls stating "all calls are recorded for training purposes". I was asked to call another number and speak with another team as apparently the sales team could possibly offer me a better deal. I asked for the number to be sent across to me via email.. and subsequently received 32 emails from VM! Everything from my VM being cancelled to a 360 upgrade and everything in between. But no number to call. Can someone sensible please contact me to discuss my contract renewal? So far the service has been bloody awful and has only demonstrated a huge lack of competence :(Big trouble with contract renewal & current bill
I have a contract with Virgin paying £43 per month with my contract due to end soon but I renewed my contract on the website and got a confirmation email on the 7th of this month for £43.16 per month. The problem is, when I view my current bill due on the 22nd of this month, it has shot up to £113.95 with no explanation. I know the contract renewal can take a few days to kick in but I can't understand what is going on with my current bill, it does not make any sense to me? Is there anyone here from Virgin who can assist me? Thanks so much, AshContract confusion
I had a notification at the end of August telling me that my contract was expiring and informing my prices would increase. I then went through the process of choosing a new contract, signing it and getting all the confirmation & contract details through saying that my next payment would be £66 and then after that it would be £0.83, then every month thereafter it would be £33.95. So you can imagine my surprise when I open my emails telling me my next bill would be £70!! On my account online it tells me my contract has expired and offers me a new package for £36.89, but I already agreed to a contract. Where do these numbers come from? Is there a random number generator that offers up these numbers until the customer agrees they're happy? I have been trying to call customer services but none of the options help me with the above and every time I try to connect to speak to a person the call is cut off. This is ridiculous! I'm so frustrated, Virgin Media is a great provider, but their customer service stinks. It shouldn't be this difficult!
