Forum Discussion

SPD3's avatar
SPD3
Joining in
2 months ago

Contract not updated online

I have been a virgin media customer for many years. My recent contract expired last December 2024 and I took the opportunity to renew my contract via the new online function rather than call up and negotiate.

The package was deployed and I received an email confirmation with the new contract. However, when I login to my online account, if I click view contract, it still shows the old contract and the front page also shows contract expired. Only when I click deeper into my package does it show my new package. It also doesn’t show my add on, tnt sports, in the flex plan section.

I tried to speak to an operative via the chat function, but they say my account does show the right contract.

I was going to add some extra subscriptions via the flex plan. But don’t want to go anywhere near it until my contract is showing correctly on my account.

Anyone else had this issue and been able to resolve it.

 

contract
online
  • SPD3's avatar
    SPD3
    Joining in
    2 months ago

    To add to this. I am being billed correctly on my new contract. So I guess the systems aren’t talking to one another to show the latest contract.

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 months ago

      Hi SPD3,

      We're sorry to hear the new package isn't showing via the online account. Are you accessing your online account via the app? Or via web browser? 

      If this is via the app, could you please try logging in here instead and letting us know if the new package is showing?

      Please pop back to us when you can. 

      • SPD3's avatar
        SPD3
        Joining in
        26 days ago

        Both the link (website) and the app are the same and show end of contract at the front page.

        I also cannot access the subscriptions app on the TV box too. It comes up with a black screen.