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?Online Renewal Issues, Frustration and can't get any information
I'm frustrated and very confused with Virgin Media's online renewal process. My contract ends 6th Dec 2024. I have the ultimate volt package and was offered a like for like renewal online for a small increase so decided to renew online on Thursday (28th Nov). After submitting the order, I received a pre-contract agreement and an order confirmation email. However, I have not received any further communication or updates regarding our new contract since then. I have phoned Virgin a couple of times but either get staff re-pricing the renewal (at higher cost!!) or they cannot tell me when my new contract starts!! I am very worried about this am trying to sort this before contact ends. What is more concerning is that my online account now look wrong as it says that my current package is expiring 5th December 2024 (but showing the new deal price) and the online renewal option 'Grab your deal' (same price) is there and I can select it again - giving the impression I haven't 'renewed' even though I have an order number. I just want to simply renew at the agreed price so things just roll on for another 18 months but I have no confidence that the process is working as no one can confirm the new contract is in place. Please can someone help/advise how to make sure this online renewal service goes through.Issue issue issue
Finally realised how much I was being ripped off with my subscription and have been trying to change it with the online quote, onto renewal I constantly get the page is down for any renewals but if I set it up as I’m moving to the address it will work, sends me to the online chat however they can’t even give me the deal that I can see online. On the edge of cancelling and going elsewhere if this isn’t sorted asap
Contract renewal, and misleading statements
Hi all - I currently have Gig1 Volt and Mega TV, and it's time for the 18-monthly haggle, and as I haven't received any email or online offers I had a live chat session yesterday. The deal offered isn't too bad, and offers a good start for negotiation (currently it's still a 25% increase), but what worried me was some of the statements that the rep made, which as many other threads show, aren't always reflected in the final paperwork. To that end, what are people's thoughts/experiences on the following: I asked if I could drop the O2 SIM, as it is poor value and the signal is rubbish where I live. He said that this was just a case of going on to the O2 website and doing that, and that it wouldn't affect my VM deal, but I thought the two were linked? As many others here have found he 'forgot' to mention the Netflix downgrade to the ad-supported version, saying that my package would remain the same, but did at least do that when asked directly. To try and close the deal he 'insisted' that I take this 'great offer', and when I said I wanted time to think about it, dropped in that my next bill was much higher. I'm fine with that, due to the nature of billing in advance and adjusting later once a new deal is agreed, but he stated that I was now 'committed' to paying the higher amount regardless. Some serious staff training needed there. If anybody would like to comment on their experiences of dropping the Volt SIM in particular, or managing to retain Netflix Standard, that would be helpful. Next step will be a call to retentions to see if they can improve on the proposed offer, as at least we now have alternative FTTP providers in my area, and maybe using the 14-day cooling-off period if needed. Thanks - ChrisContemptible
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.
