Badgered for a month to renew, and then the price suddenly jumps up!
Afternoon VM community - is anyone able to assist with some guidance please? My current VM contract expires soon which I would like to renew. I started receiving calls from Virgin Media (0800 052 7551) back on September 10th offering me a new contract. I was abroad at the time, and asked them to call me back in 2 weeks time - but the calls continued every 2 days religiously. I eventually spoke to someone from the same number on Monday 29th September and was offered a contract renewal at £77. I was actually quite impressed by this price as it is extremely close to what I currently pay, but I said I would need to check with my wife before committing and asked for a call back in a couple of days. The chap on the phone also mentioned that if we had another discussion with less than 30 days on my existing deal, I could potentially get an even better deal which sounded amazing. The return call never came and this fell to the back of my mind. I remembered yesterday that my contract expires soon and jumped on the app to renew. I went through an online chat, went through all of the security stuff and spoke to someone who was completely unable to help renew. What's the point in being pushed to use the chat rather than phone, only to be told to phone anyway?! I then called 0345 454 1111 as instructed and spoke to a lady who informed me I had failed the security checks .. despite them being exactly the same as the ones I had just filled in online. Eventually she spoke to me and offered me a renewal price of almost £150!! Double what I currently pay. After 15 minutes of going around in circles with her, I was transferred to retention level 2, and painfully went through my story all over again. This time I was offered a price of £115. Still not even close to the £77 I was offered on the 29th. I was told there was no record of the conversation happening on the 29th September, or any of the calls for the weeks before despite them being in my call log, and the message at the start of those calls stating "all calls are recorded for training purposes". I was asked to call another number and speak with another team as apparently the sales team could possibly offer me a better deal. I asked for the number to be sent across to me via email.. and subsequently received 32 emails from VM! Everything from my VM being cancelled to a 360 upgrade and everything in between. But no number to call. Can someone sensible please contact me to discuss my contract renewal? So far the service has been bloody awful and has only demonstrated a huge lack of competence :(Big trouble with contract renewal & current bill
I have a contract with Virgin paying £43 per month with my contract due to end soon but I renewed my contract on the website and got a confirmation email on the 7th of this month for £43.16 per month. The problem is, when I view my current bill due on the 22nd of this month, it has shot up to £113.95 with no explanation. I know the contract renewal can take a few days to kick in but I can't understand what is going on with my current bill, it does not make any sense to me? Is there anyone here from Virgin who can assist me? Thanks so much, AshOnline renewal not showing after 14 days.
Hi I renewed my contract via the virgin media app on 26/9/25. I have had many issues when coming to renew my contract previously using chat & on the phone. Was hoping the app would be a smoother process, but this looks like it is not as straightforward! I understand it can take up to 14 days to process the order but still nothing is showing. Hoping someone from virgin media can reach out to help.Contract confusion
I had a notification at the end of August telling me that my contract was expiring and informing my prices would increase. I then went through the process of choosing a new contract, signing it and getting all the confirmation & contract details through saying that my next payment would be £66 and then after that it would be £0.83, then every month thereafter it would be £33.95. So you can imagine my surprise when I open my emails telling me my next bill would be £70!! On my account online it tells me my contract has expired and offers me a new package for £36.89, but I already agreed to a contract. Where do these numbers come from? Is there a random number generator that offers up these numbers until the customer agrees they're happy? I have been trying to call customer services but none of the options help me with the above and every time I try to connect to speak to a person the call is cut off. This is ridiculous! I'm so frustrated, Virgin Media is a great provider, but their customer service stinks. It shouldn't be this difficult!
Big increase in new contract offer
I'm on basic broadband & TV and was paying £36 at the start of the contract last year. It ends in a couple of weeks so I rang retentions. First I was offered £48, then a final offer of £44 when I was put through to the UK office. That seems like a big increase (even taking annual increase into account) considering I've lost Eurosports which was one of the best features of TV. New customers are getting much bigger packages (e.g. Bigger Combo Bundle) for a lot less than £44.No renewal emails, broken renewal page, and overpriced phone offers
Hi, I’ve been a Virgin Media customer since 2016, and every time my contract has been close to ending I’ve 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 “wificallerrors, these renewal offers have your name on them 💌”. 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 I’ve 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 I’ve had no reminder emails at all, despite having marketing preferences enabled. I’ve 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 – 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 “Your contract is due to expire. We may be able to reduce your monthly price”. But clicking “Explore your renewal deals” only redirects me to this “customer exclusion” page: https://www.virginmedia.com/support/help/change-my-package/my-current-package/customer-exclusion That page tells me to “Chat to us online” – but the chat button doesn’t 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 doesn’t work. A live chat function that doesn’t work. I phoned Virgin Media today to try and sort this out but was just bounced between teams. The “renewal” offers they quoted were around £60 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 £2,000 more over two years, for a worse package. At this point I’m very close to cancelling. Why haven’t I received any renewal communications, why is the personalised renewal system broken, and why doesn’t the advertised chat option even function? I’d 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. ThanksAccepted renewal offer (maybe twice) but not received any email confirmation
After receiving a renewal email and a personal offer which was good enough to accept I never received any email confirmation of this at all. I checked on the MyVirginMedia app and it still says that my current contract ends at the end of the month but I can see my renewal offers. The same offer was there so I selected it again. I realise this could stupidly create two orders (although why I want two contracts for the same broadband address is easy to spot). However in neither case did I receive any email confirmation from VM or O2 about this.
