Forum Discussion

octowombat's avatar
octowombat
Joining in
9 days ago

Accepted 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. 

contract
renewal

1 Reply

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    9 days ago

    Hi octowombat, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're not received any emails after accepting the offer. When accepting an offer online, you'll usually receive some pre-contract documents. Once you've accepted these, you'll receive an order confirmation. If you've not received this, it will likely mean you've not completed the process correctly and therefore the offer will not be applied. 

    If you have received the above, but nothing since, this is because any offers online are processed by a back office team. This can take up to 14 days to process and they'll send you an email confirming the change has been made. As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

    Many thanks,