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?35Views0likes1CommentHelp 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?83Views0likes3CommentsDoes 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.124Views0likes7CommentsContract renewal
Seems like this is becoming a bit of a recurring theme but it doesn’t seem my contract renewal which I have selected through my account on 26th January is going through and despite speaking to people through the chat nothing happening to show this has been accepted. i have received email confirmation with contract summary and contract information and a separate order summary on the 26 Jan but nothing showing on my online account. what concerns me is that like others on here the contract is it gonna be honoured. can anyone helpSolved139Views0likes5CommentsBroadband 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.25Views0likes1CommentRenewal my contract
When I logged into my VM account. It said that my contract will come to an end which will be end of March'25. So I rang up by phone to renewal my contract. Which i did on Friday for next 18 months. I have accepted the new contract and received the pre-contract documents by email. Just wondering how many working days do it take to show up on my VM account.Solved121Views0likes3CommentsOnline 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?1.7KViews0likes4CommentsCan I remove an add-on from an automatic renewal offer without calling CS?
Hello all, and Merry Christmas. For background, I received an email in June explaining that because I hadn't watched TNT Sports (included in my Maxit TV package at the time) it was being removed "to provide the best value entertainment." Smelling a bit of corporate manure I looked into this and, sure enough, the real reason turned out to be a pricing war between Virgin and TNT in response to which Virgin Media appeared to be removing dormant subscribers to save itself a few bob without actually admitting so. I hate this sort of half-truth manipulation and so I had TNT Sports re-added to my subscription as a matter of principle. I still wasn't watching it, but I had effectively paid for it as part of an 18-month contract and I don't like being misled in goalpost-moving emails. Cut to this month and it looks as though my principles may have bitten me on the backside (and not for the first time, to be fair). My contract renews in early January and I've been offered what appears to be a reasonably generous one-click discount on an 18-month renewal. It's not quite as good as the deals I've negotiated in the past by phoning up and haggling, but it's within a few quid per month and pretty good considering I had two legacy custom discounts on the old package. And it would almost be worth paying a small premium to avoid having to hang on the phone for an hour and play the flirting game with Retentions. The problem is that because I have TNT Sports on my existing package, this has been added to the new deal as part of the renewal offer. There is some conflicting information as to whether this is included in the overall TV package going forward; the renewal page says it is but also refers to the package as Maxit which is the old name under which TNT Sports was indeed included before the corporate spat. Meanwhile all of the CS and user feedback in this forum says it isn't part of any renewal package (Mega?) and I'm minded to think that the forum experts are more likely correct. All of which means that renewal offer almost certainly includes a premium for TNT Sports as an add-on, an add-on I do not need nor wish to pay for. And because of the way the web page works, I can upgrade the package to include more add-ons but I can't remove any. (That little one-sided 'quirk' is something I would love for Martin Lewis / Ofcom to look into like they did with opaque April price rises, but that's a conversation for another day). My suspicion is that if I phoned CS and explained all this, I might be in with a fair chance of getting the renewal deal sans TNT Sports with a few quid knocked off, similar to deals I've had in the past. But I was really, really hoping to avoid the phone game this year. Is there any way that the offer can be 'tweaked' to remove TNT Sports with the aid of the CS reps here, or should I start warming up my phone flirting persona and bracing for an hour in the hold queue? Thanks.Solved2.6KViews0likes2CommentsContract renewal 2024
Hi, im not sure if anyone can help, but I’m just after a bit of advice / guidance really. i have been with VM for just under 4 years, using for broadband only. I’m currently on the 1 gig plan and my contract is due for renewal in Aug. I have received my renewal offer email and this is slightly more than I am currently paying. I tried on several occasions to use the online chat system to see if any deals available, but got disconnected on both tries after a lengthy process of transferring and waiting. So I tried ringing the 0345 454 1111 number and got through to retention’s and a very unhelpful gentleman. Ive broken down below the info I have on prices etc; curreently paying 46.24 Renewal email offer 48.24 Retentions phone call offer 62.00 New customers are being offered the same package for 40,00 or 39.99 with an o2 sim. sky are offering a similar speed (900mb) for 43.00 I raised a complaint after the call, as I found the agent to be belittling and at times condescending, but this doesn’t appear to be very helpful either. VM emailed this in reply, “unfortunately, we will not be able to offer the same package as the new customer because they get a promotional discount at the point of joining Virgin Media, as you would have gotten while joining us and post that it will be a standard discount for the customers”. Although I understand this principle, it doesn’t really give the impression that VM have any interest in retaining customers or appreciate loyalty. What should I do? Leave and rejoin in 18 months? Take the slightly higher renewal offer and then another price increase in April? I normally would cancel and move to another supplier, but due to a family members current health condition, I really can’t risk being without any service during switch over and could do without the hassle at the moment to be honest. sorry for moaning, any help very much appreciated. thanksSolved2.2KViews0likes5CommentsNo 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?3.1KViews0likes5Comments