Issues with contract renewal
I've been having some major issues with trying to renew my contract, firstly I started with using the app/website and selecting a new contract and being told it's 'all done' and that it could take a few weeks (this was months ago) so I never received any email or updates, so ok I try contacting support and they send me to the WhatsApp team, who I messaged and got completely ignored, ok so back to the support team they say ok no problem we will sort it, send me a deal and ask if it's ok, sure sure they send me the pre-contract and I agree but still I receive no email and no updates to my contract. It's now been over 4 months of trying to get out of this scam of a system and paying double the normal rate.Best price contract renewal issue.
Morning, I accepted the best renewal price which Virgin sent to my email. Pre contract sheet received in my email stating the new price after accepting. New price was slightly higher than my current offer but was happy enough to continue for another 18 months. I then notice I had an email saying I needed to ring the team as some information was missing to finalise the new "order". Rang them this morning for them to tell me they can't honour that price now and the best price they can offer me was £116! Over £30 more a month than I originally accepted. Of course I was far from happy and asked for them to cancel some services and I would just stick to just broadband. The even bigger kicker here is they have now told me the next bill will be £190 nearly 3 times my normal bill. They stated it will involve the none promotional price. The 30 days change exceeds my promotional period. Which my argument to this was, I accepted a new price and contract in advance so it should roll straight into the new contract. Which I have done every time at the end of my contract. Now Virgin made a mistake it is me who is taking a hit. I find this highly unprofessional and insulting. I would like this looked into please asap. Any other information would be much appreciated.Contract Renewal "Black Hole"
The forum seems to be awash with users who have problems with contract renewal. I can add my experience to that number. I've recently been offered a contract renewal by email some 3 months before the expiry of my 18 month contract. I clicked the link on this email and selected a deal that I was happy with. I subsequently received two emails. The first contained two contract documents and the second confirmed the contract details with a price and activation date of the 19th March. Both reflect a change to be implemented on my account with a new contract running through to October 2025( a period of 18 months from March 2025, the quoted activation date). Since receiving these emails I have had no further communication and I see no evidence when logging into My Virgin Media that the change has (or is being) implemented. Moreover, I continue to receive renewal emails that would suggest that my original request for renewal (including confirmed contract documents) have not been implemented. Is there any way to confirm that my renewal is being implemented (or will be implemented). There appears to be no way to verify a contract offer using the contract number anywhere on the Virgin website. As my renewal price as quoted in the renewal contract documents is scheduled for my 19th March 2025, I am now past the quoted renewal implementation date. From what I can gather on the forums this whole area seems to be a bit of a mess with little or no traceability via the Virgin Media app or any other source.Contract renewal issues
I have renewed my contract on the app with the ‘Choose this deal and keep your current Virgin Media plan without losing anything’ offer. However, Netflix has changed to standard with ads, when I previously had it with no ads. Called Virgin this evening and was told I could amend Netflix myself online, but I cannot as my online app shows me as ‘out of contract’, even though the renewal start date is today, and I have email confirmation. The app also shows the monthly price as much higher than my contract. Was told in the call that I will be able to change Netflix in 72 hours time with no extra fee, as I originally had it included ad free. That it’s just a delay in the contract showing on the app. Can someone confirm this is correct, as I’ve spent so long on the phone to Virgin recently, I don’t think I can handle another call. Thank you.
Contract Renewal
Hi, My contract is expiring soon. On the "My Virgin Media" page there is button "View Your Deal". Alas when I take this option all I get is a blank web page which is constantly refreshing. I've tried clearing cache and cookies, and tried two different browsers. No luck. I am of course keen to see what this "deal" is to avoid having to haggle. Any ideas anyone? All help gratefully received. BillA Call for Action: Exposing Virgin Media's Unacceptable Service!
Since purchasing the supply property in October 2020, everything was smooth sailing until I needed to change my Direct Debit date in 2021. What followed has been an utter nightmare. Upon attempting to adjust my Direct Debit, I was informed that I could only do so within a specific window each month—a policy I’ve never encountered with any other company. Since then, I’ve been unable to set up a Direct Debit either by phone or through My Virgin Media, consistently encountering unknown errors. Despite numerous emails and countless calls, I’ve been met with excessive wait times, disconnections, and dropped calls. This lack of support has forced me into making manual payments, which, of course, are plagued by constant website errors. Literally hundreds of calls over 4 years! Due to these issues, I’ve had to endure significant financial consequences, including late payments affecting my credit report. This directly impacted my ability to secure a favourable mortgage rate for one of my properties, resulting in a higher interest rate. The incompetence of Virgin Media has had a real, tangible impact on my finances and life. Renewing my contract was another disaster. Despite clearly stating I only needed broadband, I was signed up for an unnecessary package including TV and a phone line. Resolving this took over six months due to Virgin Media’s archaic systems and infuriating IVR gatekeeping. My complaints went unheard as Virgin Media continued to attempt contact through a non-existent landline, ignoring my mobile number on record. Promised compensation and credit report corrections never materialised, nor were the late payment charges refunded. Additionally, my requests for Wi-Fi extenders went unfulfilled for over a year and yet another request processed by the technical team a few months ago, again, nothing. Now, as my contract is ending, I am once again facing the same obstacles. Despite numerous attempts to renew my contract, I am either left waiting for an agent or encountering errors online, resulting in being charged the full out-of-contract rate. This is beyond unacceptable. I feel trapped with Virgin Media due to the lack of alternative providers at my address. This monopoly leaves me no choice but to endure this horrendous service. This complaint is not just a call for immediate resolution but a warning to potential customers. I am prepared to escalate this issue to external regulatory bodies and leave negative reviews on all platforms until I see genuine response, action on my complaint and improvement in my experience with yourselves. Virgin Media, your service is appalling, and your customers deserve better. I urge all customers facing similar issues to speak out and hold Virgin Media accountable. Together, we can push for the quality service we deserve. Disgusted and Furious, CrashbandicootNew Router with renewal?
Hello! I'm a returning Virgin customer, and recently, my router (Hub 3) has started to show signs of overheating (an Orange/red light consistently on the front of the router, along with the top being warm). This comes just in time for a contract renewal, but I wanted to check that Virgin will send you a new router if you renew your contract. In previous providers, I've been with that's never been the case, so I wanted to double-check if that was the case or if I needed to book a replacement. Thank you!
