Forum Discussion

LauraK01's avatar
LauraK01
Joining in
7 months ago

Contract ending but sent precontract?

Hi!

I received e-mail to say my contract was ending then there were 3 stages to go through to renew or change, I only did 2 just to look up the price offered.

But then received e-mails containing details of a new contract - but I never completed the stages? What happens now? Does that mean my contract is going to renew to this new one? There were no links in the emails to click and I can't find my way back to it on the website?!?

Help! 

  • Vikki_M's avatar
    Vikki_M
    7 months ago

    Hi LauraK01

    We're sorry to hear you've received some unexpected emails regarding a new deal. 

    You may have received a contract summary sheet, this just details the offer.

    If this isn't accepted however, it won't be applied to the account.

    I'll send you a direct message now so I can check this for you.

    Please look out for the envelope in the top right of the page and pop back to me when you can.  

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    7 months ago

    Hi LauraK01

    We're sorry to hear you've received some unexpected emails regarding a new deal. 

    You may have received a contract summary sheet, this just details the offer.

    If this isn't accepted however, it won't be applied to the account.

    I'll send you a direct message now so I can check this for you.

    Please look out for the envelope in the top right of the page and pop back to me when you can.  

  • LauraK01's avatar
    LauraK01
    Joining in
    7 months ago

    Hi!

    I started a post 2 weeks ago about my contract ending...

    The original post was

    "I received an e-mail to say my contract was ending then there were 3 stages to go through to renew or change, I only did 2 just to look up the price offered.

    But then received e-mails containing details of a new contract - but I never completed the stages? What happens now? Does that mean my contract is going to renew to this new one? There were no links in the emails to click and I can't find my way back to it on the website?!?

    Help!"

    You wrote and we took it to private messages but I'm still not sorted? My contract is up in a few days and I can't afford the new payments. Can someone please answer me more than one message every other day or even phone me??

    I want to accept the contract in the email but there's no links?

    • bhaskarsamani's avatar
      bhaskarsamani
      Superfast
      6 months ago
      LauraK01 wrote:

      Hi!

      I started a post 2 weeks ago about my contract ending...

      The original post was

      "I received an e-mail to say my contract was ending then there were 3 stages to go through to renew or change, I only did 2 just to look up the price offered.

      But then received e-mails containing details of a new contract - but I never completed the stages? What happens now? Does that mean my contract is going to renew to this new one? There were no links in the emails to click and I can't find my way back to it on the website?!?

      Help!"

      You wrote and we took it to private messages but I'm still not sorted? My contract is up in a few days and I can't afford the new payments. Can someone please answer me more than one message every other day or even phone me??

      I want to accept the contract in the email but there's no links?

      if virgin media can't give you a better price, shop around for better deals elsewhere 

  • Derwentmailman's avatar
    Derwentmailman
    Up to speed
    6 months ago

    I too have got this pre-contract set of documents today when all I was doing was looking to see what the offer was in detail.  I assume that this pre-contract document has not been applied to my account.  Can someone please check?

    • Megan_L's avatar
      Megan_L
      Forum Team
      6 months ago

      Hi Derwentmailman,

      Thanks for your post and welcome back to our Community Forums. 

      I can see why you're a little concerned here, the last thing you want to do is initiate a new contract when you're just window shopping!

      I can assure you these documents you were sent were just pre-contract docs, as long as you don't accept/consent to the deal it won't be activated on your account. 

      If you're still unsure and want a little more clarity then reply back to me and we'll go through your services together 🤗

      Thanks,

      Meg

      • Derwentmailman's avatar
        Derwentmailman
        Up to speed
        6 months ago

        Thanks for your reply and the reassurances you have given.

        I've got to say that it makes little sense for customers to be given a 'pre-contract pack' as there are things in it which might lead an unwary customer to think the opposite of what VM are intending

        1.  The title of this pre-contract email states 'Virgin Media Order Documents' when no order has been effected when the customer is just, as you say, 'window shopping'.
        2. The Contract Information & Contract Summary documents themselves make no reference to them being 'pre-contract' although the logo at the top of the email tells you they are Pre-Contract documents. There is no indication as to the relevance of these pre-contract documents as the customer is already aware of what the offer entails.  I would assume that customers who followed through all stages would then receive the two documents.

          

         

  • Derwentmailman's avatar
    Derwentmailman
    Up to speed
    6 months ago

    I contacted VM today and agreed to re-contract for another 18 months on the basis of what I think was a good offer after phoning up and selecting the 'thinking of leaving' option.  Interestingly though I received the same pre-contract documents that I referred to in my previous post.  Hmmm.  However the £ amounts matched to what I agreed to during the call.  As yet no contract specifying start and end is visible on the account itself but I was assured that this new contract was now active.  Should I expect to see an updated contract within the 'View bill in My Virgin Media' of the Billing menu?  And if yes, then when?  Could someone please confirm that my I now have a new active contract? 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      6 months ago

      Hey Derwentmailman, thank you for reaching out and I am sorry to hear this.

      I have taken a look and I can see you've spoke to the team since this post, did they help at all?

       

      • Derwentmailman's avatar
        Derwentmailman
        Up to speed
        6 months ago

        Just checked my online acount and new contract is sitting there now starting from today.  All good 😁

         

         

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    Do make sure you have the contract conditions in writing, saying clearly what the monthly payments will be.  Do not rely on what you think may have been promised earlier. 

    • Derwentmailman's avatar
      Derwentmailman
      Up to speed
      6 months ago
      jpeg1 wrote:

      Do make sure you have the contract conditions in writing, saying clearly what the monthly payments will be.  Do not rely on what you think may have been promised earlier. 

      Yes just to clarify what happened with me.

      I originally looked at the 'upgrade/offers' available via my account online.  Having gone through the first couple of 'continue' stages you are presented with a tick box kind of page (i.e the 'commit to contract stage').  I, and probably the OP, did not proceed any further.  Both of us received 2 pre-contract documents and probably wondered if we had unwittingly agreed to a new activated contract when all we were doing was 'window shopping'.  Ignored these pre-contract docs given the assurances in this thread and the fact that nothing had changed in the account i.e. no activation.

      Roll on to today where I ring up retentions (circa 8 am), got through very quickly and was offered a new 18m contract (with the same current package) with a much more generous discount than I was expecting so I accepted without hesitation.  I received the same 2 pre-contract documents that I received when I was window shopping as per previous paragraph albeit with the package £ amounts agreed to in the phone call.  The difference was that a few hours later I now received an email with the contract document proper (replicated in my account as well) with all details correct (price, package, start and end dates of discount) as per the earlier phone call.

      Got to say that VM has got it right (so far) with my re-contracting so no complaints from me😁 

  • efpk1959's avatar
    efpk1959
    On our wavelength
    3 months ago

    I was out of contract in August 2024 and have just received an email from Virginmedia with two attachments showing details of my new 18 month contract.  I have not agreed to or taken out a new contract.  All I did was look at the offer on my account, but at no point did I go- ahead with it.  Will be ringing Virginmedia at lunchtime today to find out what is going on.

    • Zach_R's avatar
      Zach_R
      Forum Team
      3 months ago

      Hi efpk1959,

      Thank you for your post and welcome back to our community forums. We're here to help.

      I'm sorry to hear that there seems to be some disputed emails regarding a bundle change. I'm going to send you a private message shortly so we can take a closer look at what's happened. Please respond to that when you can and we'll go from there with this.

      Thanks,