No renewal emails, broken renewal page, and overpriced phone offers
Hi, Iâve been a Virgin Media customer since 2016, and every time my contract has been close to ending Iâve received both a reminder email and a separate email with personalised renewal offers. Those renewal emails were always different from what retentions/relations or the normal My Virgin Media page could offer. For example, 19 months ago I received one titled âwificallerrors, these renewal offers have your name on them đâ. It showed me a personalised plan based on my existing package and services, with a price linked to what I was already paying, and I could add extra services before confirming. From what Iâve seen on this forum, these renewal emails are still being sent to other customers. But this time around, things are very different: My current 18-month contract ends on 10 October, yet Iâve had no reminder emails at all, despite having marketing preferences enabled. Iâve also had no phone calls, no text messages, and nothing by post, even though those contact options are enabled on my account. I continue to receive unrelated Virgin Media marketing emails almost weekly â so clearly the comms system works, just not for renewals. When I log in to My Virgin Media package page, I see a banner saying âYour contract is due to expire. We may be able to reduce your monthly priceâ. But clicking âExplore your renewal dealsâ only redirects me to this âcustomer exclusionâ page: https://www.virginmedia.com/support/help/change-my-package/my-current-package/customer-exclusion That page tells me to âChat to us onlineâ â but the chat button doesnât work in Safari, Chrome, Firefox, or Edge, even with ad-blockers disabled and during business hours. So right now: No reminders by email, phone, text, or post. No personalised renewal offers. A renewal portal that doesnât work. A live chat function that doesnât work. I phoned Virgin Media today to try and sort this out but was just bounced between teams. The ârenewalâ offers they quoted were around ÂŁ60 more per month than my current deal, with Sky Cinema & Sports UHD removed, Netflix Premium removed, and only available on a 24-month contract. That adds up to roughly ÂŁ2,000 more over two years, for a worse package. At this point Iâm very close to cancelling. Why havenât I received any renewal communications, why is the personalised renewal system broken, and why doesnât the advertised chat option even function? Iâd appreciate if someone from the forum team could escalate this, because right now it feels like Virgin Media is making it unnecessarily hard for long-time customers to renew on fair terms. ThanksToob In Pompey
Hi, anybody switched to toob in Pompey? Are they any good? They've just done our street, now I'm getting bombarded with offers - 900 Mbps ÂŁ25 I'm out of contract and VM renewal offer for similar speed looks like the national debt of a small country in comparison! So it looks like after 20+ years, I'm gonna jump ship to the QEtoob if they're any good. So if you're in Pompey on toob let me know what they're like, Cheers.Pre-Contract Documents
Hi all, Newbie here! Just coming to end of contract and have selected a new deal that Virgin Media offered online. Sent Pre-Contract Documents - all good - but have a 14 day cooling off period with no instructions (that I can find) of how to cancel or confirm? Am I missing something? Help appreciated - I'm happy to accept, but can't see how I do that either :)Help with renewal (AGAIN)
Hi, I posted a couple of days ago needing help with my renewal. Someone responded and sent me a private message (Tom_W1) They asked me some security questions which I answered and I've had no reply since even after sending multiple follow up questions. So here we go again. I received an email with a renewal offer so I followed the steps in the email. I was happy with the offer so I clicked the button to proceed and was sent my pre contract documents but that's as far as I got because the accept button doesn't work so I can't complete the order. I really would appreciate help with this matter as calling VM is a no go because any time I've tried calling I'm unable to understand the person I'm speaking to. ThanksCancellation since renewal offer not reasonable
I have been a loyal Virgin Media customer for many many years since the NTL days. Generally happy with the services except for billing issues last year which took many calls over many months to get sorted. My contract is expiring soon and the renewal offer is quite expensive, so have put in a cancellation request. I am hoping someone from the Forum team can look at this and provide better deals. Thanks, Layman
