I received e-mail to say my contract was ending. There are 3 stages to go through to renew or change, I only did 2 just to look up the price offered. To my surprise I then received e-mails containing details of a new contract that I had not agreed to. I want to stay with VM but wish to make a change so used 150 to do all this. Been with them since 1997, first time I have had to ring for years, asked for a password or a memorable word which I don’t have. Can anybody advise? [MOD EDIT: Subject title changed for clarity]

Hey mrcluade, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this. What did this paperwork contain, was it an end of contract email or did it contain a new package with a new price? We would renew the contract without getting your permission first.

Contract ending and new contract confusion | Virgin Media Community

12 Replies

goslow
Alessandro Volta
11 months ago
Can you reset the memorable word via instructions here?
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223364#M218260
Matthew_ML
Forum Team
11 months ago
Hey mrcluade, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

What did this paperwork contain, was it an end of contract email or did it contain a new package with a new price?

We would renew the contract without getting your permission first.
- mrclaude
  Tuning in
  11 months ago
  I received an ending of contract email (although it isn’t until Oct. I think) . I looked to see what I was being offered, only did 2 stages NOT 3, next day I was surprised to receive another email with contract summary documents. I want to change my package & decided to ring 150.
  I have been with VM since it was NTL in 1997 & have not had to phone for years so have never had a memorable word & cannot remember any original password I might have had. How can I edit a memorable word in My VM settings when I have never had one? I am 85 & I find it very frustrating!
goslow
Alessandro Volta
11 months ago
Have you ever signed in to 'My Virgin Media' before? Here, via the Sign-in button
https://www.virginmedia.com/my-virgin-media
If you can sign into 'My Virgin Media' you would use the information below
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223364#M218260
to reset your memorable word to then be able to phone VM.
If you can't sign in to 'My Virgin Media' you will need further help from the VM forum team via a private message when they get back here.
- mrclaude
  Tuning in
  11 months ago
  Many thanks goslow for your help, much appreciated. I have managed to create a memorable word after jumping through all the hoops of changing sign in email address & verification code etc.
  - Ayisha_B
    Forum Team
    11 months ago
    Glad to hear you've been able to reset your details mrclaude
    
    Do you still need help with anything else?
LauraK01
Joining in
10 months ago
Hi mrmclaude

Did you get sorted? Same thing is happening with me and I have no clue what's going on! Have I actually signed up again even though I didn't continue onto step 3??
- Carley_S
  Forum Team
  10 months ago
  Hi LauraK01
  
  Welcome to the community forums
  
  Sorry to hear of your concerns with a contract.
  
  We do send out pre-contract agreements that customer can look over to see if they're happy with the contract. This would then need to be consented to before it is processed on an account.
  - LauraK01
    Joining in
    10 months ago
    How do you consent to them? The email just says it has attached the precontract and that's it, there's no link?
    I've been back to the app and through the website and can't even find where I originally started it??