Online renewal - issues again
I have previously written about issues with renewing online, unfortunately it has happened again. Now, again, out of contract, I had called as well as chatted to get a new deal as a loyal customer as well as checking that my existing services would remain the same. I was given eye-watering increases with no additional services, so decided to stay out of contract. I explored an online renewal deal on the 15th June and agreed to the offer. I have still not heard anything, continue to pay more and nothing has changed on my account. I was told my account would be updated in 48 hours (a week ago) when I asked about this by chatting online. I really hope I wasn't just fobbed off by the online chats service last week. Please be wary of renewing online.
Problem with extending contract
I was supposed to cancel my services on July 7th, but on July 4th received an offer to extend for 25 GBP per month which I accepted (I received the contract information sheet). I confirmed with customer service (disconnection team) that it's approved and there will be no disruption in service. On 7th July my service was still disconnected and I was informed when I called that it may take 72 hours to set it up again. Later in the day I had an unexpected visit from Sales Team to tell me that they don't see any information about me extending the contract, I am just no longer a customer. They have made me believe that instead of waiting to extend which won't happen, I should start a new contract with them on the spot. They have promised to match my extension offer of 25 GBP per Volte M350 and send new router within 24h, but I received a contract for 29 GBP and installation date for July 10. The sales person also promised at least Hub4, but he was dishonest in many cases and I received the Hub3. The sales person said I need to create a new account, but I can't use my email because it's already used by another account (yes, me!). I am very unhappy about how the extension deal has been handled and that I can no longer just continue services as confirmed, but have to set it up again. **************** Can someone help with the following things? Nobody started to proceed my case and I don't know if they start because it was created from deactivated account: -Match my extension deal of 25 GBP per month as offered - Dispatch return box for my old router since I have to have new one - Release my email address so I can create new account (I want to connect my new account with the email address from the contract) - During a call with customer team on morning 7th July (before the visit from the sales person) I was also offered 25 GBP credit to my account as good will for the inconvenience
Contract ending - £100 more each month!
Hi, Has anyone else been given this crazy "offer" - I have been a customer probably since around 1996/7 always paid and had decent service etc. But my contract runs out in August and been told it will go up by £40 in August and the £100 in September! Crazy! Called up today but the price increase to stay exactly the same - with no difference looks like it will still be £40 (minimum) per month! Much much much cheaper surely to just cut ties and got with Sky direct and some of the multiple other internet providers. What's everyone else doing?
Renewing contract - not honouring offer/agreement
Hi all, My contract was due up for renewal some weeks ago, I've been a customer since 2010, and renewed upgraded many times. Until now I was signed up the largest bundle which I got at a discounted price. However, over the past 6 months, I realised no-one was watching any 'live' TV, and only using streaming services which I pay for outside of Virgin Media contract. If I keep current services my monthly would be over £200. After a number of calls/chats I've managed to strip my account down 1Gig broadband only. This way, my family can continue watching what they want on streaming services, use broadband for gaming too, and I can continue using it for work etc. I've managed to get a deal after some back and fourth with the retention team for £37. I was asked whether I wanted this to start after 30 days or within 24hrs, I chose 24hrs, more savings for me this way. I was sent emails of this contract and I also have the chat history saved too. Later that day, I'd been sent a different contract saying I will still have my current contract for another 30 days and will owe £200'ish, and then going forward my bill will be £70+ a month. I called to query this, and spent a while on the call. They didn't understand their notes and what was going on, or what the retention team had done. Eventually, they agreed to the £37 a month, but were unwilling to honour the 24hr change of service I was offered. Essentially, only having to pay for a day or few days of the £200 contract until services swapped over, rather a whole month of that more expensive contract. Where do I stand with this? How can they refuse to honour something I have in writing?First bill after renewal
I’ve had an absolute nightmare of late. My contract was coming to an end, Virgin contacted me and I ended up accepting a renewal with an upgrade to Virgin 360 plus at long last an upgrade on my hub from the 3 to the 5. So it was supposedly a self install which would take me 15 minutes. What a joke that was - received the kit on the Tuesday engineer had to visit on the Wednesday, Thursday AND Friday - bless him he’d never had such bother and I had 3 days of being inconvenienced and now everything is up and running I’ve had an email saying my next bill is for the ridiculous amount of £186 when it should be £131 (new contract is £120) - I’ve tried phoning but the automated stuff is so infuriating I end up hanging up, I’ve tried chat and they were of no help at all, asked Shiny to have someone call me - I can’t do that as I am the web chat team. Honestly driving me mad!Oops something went wrong - no renewal prices
I am currently paying out of contract at £85 for gig1 broadband, when I click upgrade or change my plan, it always brings me to a something went wrong page. I have typed my postcode into the broadband checker and the same package I am on is available for £35 per month! i am unable to access the deal though as it just goes to the something went wrong page every time.Sky Entertainment and Cinema UHD
Hi, Bit of a disappointing experience with VM on my latest contract renewal. Like some others I have enjoyed Sky Cinema UHD as part of my contract since purchasing the Ultimate Oomph bundle a few years ago. On my latest renewal I was told that all my services were being carried forward, but also like others on closer inspection my new package wasn’t quite the same as I already had. In my case Sky Entertainment and Cinema UHD had been removed and replaced with Sky Sports UHD. On the subsequent 2 live chats trying to rectify this I was assured that Sky Ultra HD was included in the bundle, but each time when the paperwork came through it was just the sports in UHD. I resorted to contacting VM on X and through DMs was informed that there was no option to add back Sky Entertainment and Cinema UHD on the VM end when they try and put my package together, and that I would have to add it myself through the on-box subscription. Lo and behold I try to do just that - browsing to a UHD movie in the on-demand Sky Cinema and selecting ‘upgrade’ to try and view it and I just get a pop up saying I need to contact VM via live chat to subscribe to UHD! So now I’m stuck with a worse package and apparently no way of getting back to what I used to have. To add insult to injury, every ad break on any VM on-demand programme I watch has an add for Virgin’s Ultra HD offerings including - yes - you’ve guessed it: Sky Cinema UHD. Surely someone must know how to get this added back onto my account?Renewal not going through
My current plan is about to end, i decided to renew my current plan for an overall cheaper bill. Whenever I decide to renew my plan I get a confirmation email but when I look on the website it still says I owe the original amount. Can I get help understanding when my bill will actually change or if this is just a glitch?