Black Friday online renewal contract not applied to my bill

Question

Minimum 18 month period of my contract ended in August, didn't want any changes and no reduction in price offered so continued on it. On November 14th saw on my TV that there were Black Friday deals on offer. Went online "Your contract has expired, time to renew", was offered £26.20 reduction in monthly price of main package plus £25 for extras as before so signed up for that, pdf of my order emailed to me same day.

New contract not applied to my 26th November bill so rang up, gave the lady my new contract number, she said she'd have to phone someone else to check, put me on hold. Came back and said that they were aware of the new contract but had to wait before applying it to my bills as there was a 14 day cooling off period which hadn't been reached yet.

December 27th bill came through and it's still not been applied. When I go online my February 2023 contract is still showing and it's telling me time to renew, we may be able to reduce your monthly payments. I have and they already should have been 🙂

Cardiffman282 · Answer

"Came back and said that they were aware of the new contract but had to wait before applying it to my bills as there was a 14 day cooling off period which hadn't been reached yet."

Maybe the VM forum team can explain this one.

Daniel_Et · Answer

Hi MikeB12 👋 Thank you for your post and welcome to the Virgin Media Community 😀
 We're sorry to hear about the poor experience you've had 😔
 It can take up to 14 days for an online order to be processed on our side, but given that timeframe has elapsed, we'll send you a private message on here to look into the matter further. Look out for the envelope in the top right-hand corner.&nbsp;
 If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
 Regards,
 Daniel

SaltnVinegar · Answer

Cardiffman282&nbsp;wrote:"Came back and said that they were aware of the new contract but had to wait before applying it to my bills as there was a 14 day cooling off period which hadn't been reached yet."&nbsp;Maybe the VM forum team can explain this one.&nbsp;It would appear that no, no they can’t!

Daniel_Et · Answer

Hi MikeB12, thank you for speaking to us via private message.
 If you have any further issues or queries, please don't hesitate to contact us.
 Regards,
 Daniel

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Black Friday online renewal contract not applied to my bill

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