I'm frustrated and disappointed with Virgin Media's online renewal process. Our contract ended on September 22 (2024), and we promptly renewed online, selecting the 1 Gig package for £38.91 (which was a small £5 increase over the current package for M500).
After submitting our order before the deadline, we received a pre-contract agreement and an order confirmation email. However, we have not received any further communication or updates regarding our new contract since then.
Last week, I tried to check the status of our order and when the new hub could be installed. After contacting Virgin Media's WhatsApp support, we were met with confusion and conflicting information. The first agent claimed our online order hadn't gone through (as it was "online") and tried to upsell us a more expensive package as the £38.91 was for "new customers" (in which case, why was it offered to us as a renew option?). Despite providing screenshots and order numbers, they would not honour or apply the original offer.
The second agent initially tried to upsell us on a £63 deal with TV (which we promptly declined). Then they informed us that online orders took up to 14 days to process and assured us there was no need to worry. However, at the 15-day mark, we still have no updates; it says 'out of contract' in the portal, and our monthly price has increased to £60.
This experience has been incredibly frustrating and time-consuming. It's unfair that Virgin Media is offering renewal prices, leading customers to believe their contracts have been processed, only to later pull out on the agreed terms and force them to go through the renewal process again at a higher price.
I've researched other providers in the area and found a few affordable options (with less hassle). Given the poor customer service and lack of transparency, I am seriously considering switching to another provider.
I urge Virgin Media to investigate this issue. I would like to know when our agreed-upon contract will be activated and why we have been subjected to such a confusing and frustrating experience.
Has anyone else had recent issues with Virgin Media's online renewal? If so, how did you escalate and resolve it?
