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. Thanks
