How can I get Virgin Media to actually enact the contract they agreed with me at the end of March.
There is no sign of it on My Account. I have been on chat to rectify it, a week ago. I came back today and there is still no sign of it. I'm on chat again now but I'm losing patience.
The old contract ends tomorrow. The bill is exactly as it was.
What is going on?
Welcome to the Club! You, me and many, many others are in the same position.
Virgin Media customer services are an absolute shambles and soon will not have any customers left to service. The staff would do well to remember that as they will be out of a job when the company goes under.
Thanks Hayze. I noticed I was not alone.
The call centre seems to be a very separate entity - you can chat all you like, they are really polite - but what is the point. Nothing happens at the sharp end.
I will cancel the DD as a next step, and escalate the publicity as well
HI baffled9,
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 having issues with getting a contract that you agreed to applied.
If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. 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.
We would advise against cancelling the Direct Debit as this doesn't automatically mean someone will be in touch. It can also cause late payments which can affect your credit file.
Please pop back and let us know once it's been 14 days so we can help further.
Thanks,
Hi Kath_F
Thanks for your reply. I do appreciate the response.
To clarify, this wasn't an email offer. I rang up, and was directed to chat. The chat history is as clear as day. I agreed to a revised contract on 26 March.
I wasn't warned anywhere that nothing would happen to my account for 14 days - not even a 'contract pending' notice is there.
This isn't normal practice, anywhere, to agree a contract and it not even appear: leaving a bill for the next period standing, as if nothing had happened.
So you're advising I sit tight until the 9th of April, which is into the next contract period, and is the same day the cooling off period ends.
I'm not sure I am happy with that. I'm not concerned about my credit file, but I do thank you anyway, for that warning. I will now consider next steps. Thank you again,
Hi baffled9
I accepted a new contract on the 23rd March, the 14 day period has passed and I'm still on my old contract with no "Open orders or appointments" showing on My Virgin App??
I don't know how Virgin Media are getting away with this, I really don't.
Absolutely shocking customer service from every angle.
