Renewal Options Inadequate
I've been with VirginMedia ever since cable was put in my area (Saltdean East). Generally I'm happy with the service, although at times lately speed seems to be very variable on the broadband. Anyway, I've been out of contract for some time, but when I go to the VirginMedia website and I get offered 'renewal options' I only get two options offered which is fundamentally firstly the same as I already have and one that is even more expensive. In these days of rising costs everywhere I have to say I'm getting sick and tired of these yearly increases when if anything the service is getting worse. As I'm not really interested in the options presented I selected the 'configure package' option, this takes me to a screen that doesn't offer me any options at all. It lists the TV package I have along with two add-ons a sports package and a childrens package neither of what I want, yet I can't even de-select these. What is the point of a configurations page that won't let you change your package?!? Having run out of options on the website I tried to use the online chat only to get presented with a stupid chatbot. This was totally useless and could not assist, it then offered an option to chat with a live agent which I selected. It then asked for my phone number to setup a WhatsApp chat. I provided this only to be told a while later that there was a problem at your end and it could not establish a connection and asked me to initiate a session from my end. This I did and started a session only for nobody to be on the other end. As you do not offer a phone number to talk to an agent I'm now wondering how I'm supposed to discuss my needs with your company. I'm also wondering why when I check your packages on your main page that I can get exactly the package I'm currently on for less than half of what you are asking me for currently?!? I know you get new customer deals, but these offers do not state that the price increases dramatically after any particular period, it just mentions minor increases in the price. This leaves me feeling that I am being victimized for being a loyal customer. As I'm not able to talk to or discuss the situation with anyone at your company I wonder if I should instead resort to contacting Ofgem or whoever the regulator is for broadband etc...