No upgrades or renewal offers…
Hi i am due to be out of contract in 6 weeks and for as long as I have had the account the Virgin media account portal tells me to upgrade my package or check renewal offers. However every time I click the links I always get a Sorry not found page displayed. Can someone check my account is setup correctly and tell me why I can never see any upgrades at renewal offers. thanks nealContract renewal/loss of service complaint
I've been trying to lodge a complaint via the online web form but every time I submit it I get a complaint reference of '****' and it doesn't appear in the 'track complaint' tab under my account, leading me to believe that they're not being logged at all. I've called and gone through the online chat but both also seem like hopeless causes. Is there an email address to formally file a complaint with? I've had an absolute horrendous, nightmare experience dealing with Virgin Media CS on this contract renewal cycle and it's left me without any service at all. Ultimately, I just want to find out what is going on as I've been fed inconsistent information at every turn.No one seems able to help!
I have had the horror of speaking to multiple VM agents, and o2 agents trying to find out why I am still being charged £27 for a freestyle contract, though this should have been finished with 3 months ago, when I upgraded the contract to a £41 a month contract. Instead I have now been charged £27 and £41 a month - an astronomical amount for a phone contract. I have been passed around to agent after agent, none of whom can tell me why I am being charged, as this doesn’t show on my account. I have an email from the start of each year telling me I’m a freestyle customer, with the annual statement - but this should have been upgraded with the new contract. This is near enough double what I am supposed to have been paying and I am shocked at the lack of concern by VM agents. I had been horrified by most of the comments on here and other forums about how poor the customer service is, and having felt the full brunt of it can only agree wholeheartedly. Please can someone escalate this issue, as I am nearing the end of my tether, and feel only an escalation to social media/ or a newspaper will cause someone to actually resolve my issue.
Contract Renewal Chaos
I have a broadband contract which will expire on 5 Sep, the current amount is £30.1. On 30 Jul, I received an email from VM inviting me for a renewal. I followed the link in the email, accepted an offer which is a continuity of my existing contract with the same amount £30.1 initially, and then increased yearly. After accepting the offer, I received an email with the contract documents (2 pdf files), and another email with an order summary. The information of both emails are inline with what I agreed. On 1 Aug, I received another email from VM which stated my monthly cost is now £51.11, and the next bill will be £37.2. On 2 Aug, in view of these contrasting information, I had a conversation with the Whatsapp support team of VM. They explained to me that online contract renewals are by another team and they won't show on the system until after 14 days, then advised me to check with them again on 13 or 14 Aug. On 5 Aug, I received yet another email from VM stating my package amount is now £40.31, and the next bill will be £35.52. Based on the advice from the conversation on 2 Aug, I decided to wait until 14 Aug to ask again. On 14 Aug, I had another conversation with the Whatsapp support team. While they were helpful, they told me that there was a problem with their "package change tool" at that time, and there was little they could see and do. I am tired about the situation and having to repeat the whole story with the Whatsapp support team again. Would a responsible person from VM please contact me to clarify the matter.Contract expires 18th September 2025
My contract expires 18th Sept 2025, but the offers that I have seen do NOT relate to my actual current monthly payments. I am paying £50.32 for M125 fibre, Mixing TV and landline on weekend chatter, (the landline, which is a TOTAL waste of money) I NEVER use the landline to make calls, mostly receive spam calls). Every offer that I have received states that my monthly payments are £63.32, which is totally wrong. I am paying £50.32 per month, so my offer prices should relate the £50.32 payments. I tried looking at an offer via an email that VM sent to me. I was stopped with a problem logging in to see latest offers at log in. Then tried chat and explained about my current payments and offers, the agent started my asking me about my usage and who in the family use the broadband and what for. I just wanted to look at my latest offer, which has not changed in the last two months.Reducing the cost of my account
Hi - I'm out of contract and I'm finding it totally impossible to reduce my package to basic internet. I have spent hours over the course of 5 attempts (both via messenger and on the phone) to cancel my TV package and renew my contract as internet only but every time I have been told that there is a system error and that I must try again in 24-48 hours. Last week I was assured on the phone that I would be called back today (before my bill tomorrow) between 2-3pm, I haven't received a call. I'm due to be billed tomorrow and I can't afford it, and have been trying to cancel for weeks now. I don't know what to do or get out of this extortionate billing that is impossible to cancel. Would someone please be able to help me? The customer service I've received over the past few weeks has been totally ineffective and a waste of my time. Thanks very much