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elinida76's avatar
elinida76
Tuning in
29 days ago
Solved

Contract not updated online

After 2 years just before my old contract ends I renewed my contract via online chat adding a new service. I received a new contract by email but on my VM online app and web page there is still the old contract also saying that is going to expire soon. It shows my old contract and no new service added to the new one. Logging to my account in incognito mode doesn't change the status of my contract. It still shows the old one. Is any one here who can help with that?

  • Robert_P's avatar
    Robert_P
    21 days ago

    Hello elinida76,

     

    Sorry to hear the old contract details are still showing on your account, we appreciate you raising this via the forums. Depending on when the package is changed, it can take a while for all of the information to update via your online account. 

     

    Are the services fully updated to any changes made during the package change?

9 Replies

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  • Paul_DN's avatar
    Paul_DN
    Icon for Forum Team rankForum Team
    29 days ago

    Hi elinida76,

    Thank you for reaching out to us in our community and welcome, sorry to hear a new contract you agree to isn't showing, when and how was this agreed and this you receive a confirmation email showing the new contract.

    Regards

    Paul.

    • elinida76's avatar
      elinida76
      Tuning in
      28 days ago

      The new contract was agreed via VM online chat 5 days ago. I received emails about it with a new contract, and even an additional email to give VM feedback, which I am not going to give until the new contract appears on my online account completely. I have already new service added and it is working. The online account still not changed.

  • Hariak's avatar
    Hariak
    Just joined
    28 days ago

    This has happened to me. I think there is a systemic failure with Virgin of not allowing people to complain about their services as the complaints tab never works. In addition, the only way to contact is via their Chat and you cannot find any one that responds. 

    • elinida76's avatar
      elinida76
      Tuning in
      28 days ago

      Well I tried to use the online chat but call the subject menu led me to waiting for an always busy assistant and it takes ages, so I gave up. I also tried to call the customer service but the same menu leads me to the option waiting for an assistant and it takes ages again. I will try later maybe less busy part of a day. 

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      28 days ago

      Hello Hariak.

      Thanks your post and welcome to our community.

      Can we please ask if you still need any assistance with your account?

      Gareth_L

      • elinida76's avatar
        elinida76
        Tuning in
        21 days ago

        I don't know about Hariak's problem, but mine is still not solved. The account still shows old contract with is going to expire soon and still shows old package. The new service for the renewed contract is working. I only hope that they are not going to charge me normal price on top on the negotiated new contract.