Renewed online but...
Because of the price increase, I had a look to see if I could renew online, and much to my surprise, it was offering me 250M for £20 less than the post-price increase I would have been paying for 125M, so I renewed. I got all the contracts (and printed them out) emailed to me. Emailed confirmation from "webteam". So I waited about an hour then restarted my modem to pull down the updated configuration file, and start enjoying the new speed.. However, the modems configuration file shows no changes after restarting the modem. How long is it going to take to get my new speeds please?
Help cancelling renewal.
Please can someone help me? I accepted a renewal offer sent to me via email entitled “same package, new price”. However, I’ve just received the pre-contract documents through and it is missing the second TV box I have currently, missing Netflix standard that I have currently, Disney + is randomly added with a note to say it will be billed as extra each month!?!? Can someone from Virgin Media help correct this please? Either by adding the correct services and removing the incorrect ones, or by helping me to cancel within the 14 day cooling off period?Does Virgin care about keeping customers?!
Hi, I just wanted to see if others experience what I face every time my contract renewal is due. The whole experience is horrible, and you just don't feel valued. I’ve been with Virgin since they took over from the previous broadband provider, so it's been a few years now! I’m fed up with constantly feeling stupid and taken for a fool. The Virgin call rep insisted the best offer they could provide was £50 for 350mb broadband and weekend calls. I explained that I don’t need the telephone line. The solution? £60 for 350mb?! Please explain why new customers are valued more than existing ones! Why does being with Virgin for over a decade count for nothing? The funny thing is, new deals are being offered for 516mb for £32.99, while my best offer is £60 for 350mb. The sad thing is the call centre staff are helpless. They openly stated they can only offer certain deals. I was told I’d be better off speaking to another call centre, but they can’t transfer me. They can’t put me through to a manager, and they can't help me any further. I’m just so angry with Virgin. When will someone realize that existing customers are just as valuable as new ones? It’s really disappointing and unnecessarily stressful. Now I have to explain to my elderly mother that her internet service will be disconnected on March 3rd, 2025. P.S. I’ve also raised two complaints, and guess what? No response.Broadband contract renewal has Disney+ included at additional cost
I am renewing my contract for Broadband and it appears that Virgin have bundled a subscription for Disney+ into my renewal contract. This is not something that I have selected as an add-on. It is also not something that I need as I qualify for a free Disney+ subscription through other means and I have no interest in paying for it. Please can someone advise me as to how I can get rid of this bundled add-on that I do not want? If I don't get a meaningful response in a few days then I will not renew and will seek a different provider.
Online Renewal - Unfulfilled Contract and Price Hike
I'm frustrated and disappointed with Virgin Media's online renewal process. Our contract ended on September 22 (2024), and we promptly renewed online, selecting the 1 Gig package for £38.91 (which was a small £5 increase over the current package for M500). After submitting our order before the deadline, we received a pre-contract agreement and an order confirmation email. However, we have not received any further communication or updates regarding our new contract since then. Last week, I tried to check the status of our order and when the new hub could be installed. After contacting Virgin Media's WhatsApp support, we were met with confusion and conflicting information. The first agent claimed our online order hadn't gone through (as it was "online") and tried to upsell us a more expensive package as the £38.91 was for "new customers" (in which case, why was it offered to us as a renew option?). Despite providing screenshots and order numbers, they would not honour or apply the original offer. The second agent initially tried to upsell us on a £63 deal with TV (which we promptly declined). Then they informed us that online orders took up to 14 days to process and assured us there was no need to worry. However, at the 15-day mark, we still have no updates; it says 'out of contract' in the portal, and our monthly price has increased to £60. This experience has been incredibly frustrating and time-consuming. It's unfair that Virgin Media is offering renewal prices, leading customers to believe their contracts have been processed, only to later pull out on the agreed terms and force them to go through the renewal process again at a higher price. I've researched other providers in the area and found a few affordable options (with less hassle). Given the poor customer service and lack of transparency, I am seriously considering switching to another provider. I urge Virgin Media to investigate this issue. I would like to know when our agreed-upon contract will be activated and why we have been subjected to such a confusing and frustrating experience. Has anyone else had recent issues with Virgin Media's online renewal? If so, how did you escalate and resolve it?No renewal contract but Netflix downgraded
I renewed my package as per my online account which stated ‘Choose this deal and keep your current Virgin Media plan without losing anything.’ I received conflicting information and prices from Customer Services, but in view of the above statement and that my pre contract documents stated ‘Netflix Standard’, I renewed. I have today received an email from Netflix confirming my plan is now with Ads. However, I have not even received my formal contract documents from Virgin and my account has not even been updated. Virgin have misrepresented the renewal of my contract. It stated in writing I would not lose anything and therefore my services should be exactly the same as what I was receiving prior to my renewal. Additionally, my online account stated one price 2 months before renewal, but increased the cost 20 days before it was due. Nowhere did it state that the price would increase the closer it got to renewal. I am now paying more for less!!! The service from Virgin is abysmal. I have been a customer from 20+ years. At least it seems that Sky are upfront about their services and charges. I expect to receive what I signed up to (the same as I had before) and I will take this matter further, but I am unsure what steps to take, as when you call Customer Services they are very unhelpful and previous experience with the Complaints Team is that they do not actually read your complaint. Any advice?
