Agreed Contract renewal package not being honoured - Who can help?!
I have spent the last 2 days being messed around by the support people who are supposed to be helping on the web chat you get pointed to, and are refusing/unable to do anything to resolve the issue, Does anyone know who i can contact that can actually help with my issue please?! Basically my current contract runs out on 3rd July, so in Mid May i contacted the renewals team to get a new deal i could afford, I was offered a deal for a 24month contract with 1Gb/s broadband and Maxim Tv + the phone line stuff i dont need or care about for £39/month. I had them email a copy of that offer over to me to review before accepting (as anyone should) It was sent in the form of a "Contract Summary Sheet" along with a link to an online portal (ebill2.virginmedia.com) where i had the option to agree to the offer which i promptly accepted the the next day and received a "We've got your order!" message confirming i had approved it, i haven't heard anything from them since, so as far i was concerned that was all sorted and would take effect at end of contract. Fast forward a month and my billing is now saying my July bill is going to be £120! - I contacted the help chat to find out what had happened and have been told that the offer from back in May was not agreed to (I can still access the web portal and see it in fact was with the date i did it!) and that since that offer is no longer available, the only one they can give me now with that package will cost me £60+ instead and there is no way of applying the previously agreed contract to my account?! When asking why it was not applied i have been given 2 different unacceptable answers by different support teams i have been passed between, firstly that when i approved the offer through the web portal and the order was raised, it was then denied as it was no longer a valid offer, despite there being absolutely no communication to tell me this is the case and the web portal appearing (Still) to say my order is submitted, And as such I believed the offer was accepted and was to be applied to by account when my current contract expires on 3rd July causing me to miss out on the ability to shop around for better offers easily. and then The second reason I was given, was that i needed to accept the offer both on the online portal,AND directly with the agent who offered me the deal. This also was not communicated as when i asked the agent to send me the details of the offer via email which they did, i was just told i would still need to manually approve the deal if i wanted it to go ahead. Which again, I did via the web portal, and as you can see on the screenshot, the "We've got your order!" message should be an indication that i have done what i have needed to and the offer will be applied. I have been messaging with members of the support team for over 3 hrs yesterday and none of them have provided an acceptable resolution, or have even tried to resolve the original issue, only saying that they will only offer packages which are available now, which would leave me hundreds worse off over this contract due to the teams failure to apply the above offer which I agreed to on the 14th May! This is an unacceptable way to treat an existing customer, especially when they can clearly see I promptly approved the offer made to me in the virgin web portal, and when there was an apparent issue with that order, absolutely no attempt was made to get it touch with me to resolve it and i was left unaware until the next set of bills came out. I have already even tried getting one of the support teams to raise a complaint for me about the issue, of which the only details they bothered putting in it was "unhappy with the offers available", and then immediately closed it with a resolution that I did not agree to saying "Extra info on package or product"... which is pretty meaningless! I can see other people have had similar issues on the forum and get pulled out into a "private messaging" by a member of the forums staff here, but no resolution is ever published on these forums. Has anyone been able to get similar resolved or know how to get hold of a support team who will actually help instead of treating existing customers like trash Please?? otherwise at this stage if they do not honor the contract how can i get my service with Virgin cancelled immediately so im not getting overcharged next month and can go sign up to a more affordable provider?! Thanks!
Contract renewal without my consent
I renewed my broadband contract on 15 May 2025 and received an email containing the contract details. On the 16 May 2025 I received another email containing another contract with a much higher price which is not what I signed up for. How is this even legal? I have tried to contact Virgin Media by phone but the voice response system just sends me round in circles and won't let me speak to a person. I raised a complaint, but that takes 28 days to resolve and I would be better off out of contract which I assume would mean cancelling the renewal within 14 days - if that's even possible. Looking at other posts on here this doesn't seem like an isolated problem.
Renewal not happened
So I renewed my bundle on 26th of April. Got the tv remote and upgraded. All very lovely until I discover the bill hasn’t changed. Tried calling but got a lovely young lady who had no idea and just told me to wait until the boxes arrived (I’m not waiting for any boxes) Then dropped me through to “collections” (I don’t owe anything) and then after queuing I got cut off. I am hoping someone on here can help. The web chat keeps freezing and I really want the money refunded and my bill changed to what it should be going forward.Renewal issues
I had received an email saying contract coming to end and I should be looking to renew/see what offers available which I did though their links and not as a new customer. I received a new contract for same package I was on which I was delighted with. Have an order/reference number. Dates the new payments would be taken out my account etc so didn’t think much of it. Also received a summary of charges and at end of message it’s said enjoy your new package. Then noticed email saying information missing information to get in touch. Have to spoken to an adviser on phone, and who said the renewal isn’t on their system. It can apparently only be completed over the phone although i received an email with links to renewal offers. So have now been quoted £40is more expensive for a lesser package thank the one I thought I had an agreed. The only advice she did give was to contact web team as they might have access to the offers so this is where I’m at now. Can anyone advise me on who I should be getting by in touch with. Seems like a few people have had similar issues.Contemptible
I've been on the online chat for over 4 hours today trying to get a resolution. I renewed my contract on 2nd March, via the renewal email that I got from Virgin. I got an email today saying they'd be taking a payment of more than £50 above my usual cost. Contacted them and was told that I hadn't "accepted the order within the required 7 days". I asked repeatedly where in the email or the pre-contract info that it says I am supposed to respond at all, let alone within 7 days, and got absolutely no useful answers. "Maylem" was beyond unhelpful, patronising and ignored all of my questions. This exact thing happened to two of my family members in recent weeks. It's a disgusting tactic by Virgin aimed to trick loyal customers into falling onto an expensive rolling contract. When you get in touch with them, they say they can no longer offer you the original renewal price. But when I pursued this problem on behalf of my father-in-law, I got through to someone half-decent who said they'd honour the original renewal price by creating a new contract at the higher price with a recurring credit to his monthly bill to bring it down to the original price he was offered. The service from this dogsh*t company is utterly contemptible. I've now cancelled, but they're taking today as the start of my 30-day notice period, which means in a few days I'll pay over £140 for a "service" that's supposed to be £90. They're also having the audacity to charge a further "final" bill of £30 in May. New customers can get the same contract that I had plus an iPad for less than what I was offered at the original renewal stage. These forums (as well as others like Reddit) are absolutely littered with people like me who can't work out why their contracts suddenly massively go up in price only to be told there's some non-existent "you must accept within 7 days" thing in the contract. It doesn't exist. It does NOT say anywhere that this is a thing. Is it written in invisible ink? The first guy I spoke to online told me that "online renewals don't go through most of the time". Are they not a COMMUNICATIONS company? How is it that online renewals don't work most of the time? Virgin Media are a f*cking joke and I will be writing a complaint to the Communications Ombudsman. They're breaching Section 50 of the Consumer Rights Act 2015.Renewal Issue
More than three weeks have passed since I accepted a new offer on my account and the pre contract was e mailed to me. I called Customer Service on 8 March as I had received numerous duplicate contracts and was told verbally that only one was applicable and that it would take effect within 14 days and my Hub 5 would be despatched. Since then there has been a communication blackout, other than my latest bill (which includes the increase which I was trying to avoid by renewing). No acknowledgment, no confirmation, no update in my account (still says Renew your Contract - pick your offer) and no new equipment. Package is staying the same. Can someone please advise where I now stand, given that we only get 14 days cooling off. It is so difficult to get hold of a human and the online help just sends you around in circles. Many thanks.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. Thanks