Forum Discussion

redhat1991's avatar
redhat1991
Dialled in
25 days ago
Solved

Contract Problems

Hello,

My contract is due for renewal so I started exploring my options. Unfortunately I have inadvertently 'accepted' a contract offer, by clicking the wrong button, and have now received contract documents. I do not want this contact & I do not want to rely on in not being implemented because I have not sent a signed acceptance.

Ideally I would like Virgin to email me confirmation that this new contact will not be implemented when the old one expires.

Can anyone help?

Thanks

Redhat1991

 

 

 

  • Kath_P's avatar
    Kath_P
    24 days ago

    That's right, if you didn't receive an order confirmation then this would suggest the order never completed, or sent to the Back Office teams to process. 

    If you have any further concerns or questions, pop back and let us know. 

    Many thanks, 

8 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    25 days ago

    You can officially cancel the contract within 14 days of it going live, without having to pay anything. After that you will be trapped. 

    • Alby41's avatar
      Alby41
      Superfast
      20 days ago

      Get out whilst you can .. think again .. see whats on offer ..Vm will shaft you if they can

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    25 days ago

    Hi redhat1991, 

    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've had some issues when looking at a renewal. Whenever you look at an offer, we would always send pre-contract documents for you to look at before anything further is done. After these are sent, you're asked if you wish to proceed and accept the terms. After receiving the pre-contract documents, did you then get an order confirmation? 

    If yes, when you renew 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 so we're not able to cancel them before they are applied. Once applied, you'll have a 14 day cooling off period so will be able to contact the team who can remove the offer and revert you back to what you had.

    If no, then as you've not completed the order, no changes will be made. 

    Keep us posted on how things go. 

    Many thanks,  

    • redhat1991's avatar
      redhat1991
      Dialled in
      25 days ago

      Hello,

      Thank you for your reply.

      You wrote "After these are sent, you're asked if you wish to proceed and accept the terms. After receiving the pre-contract documents, did you then get an order confirmation?"

      So far I have only received pre contract documents, there is no option to accept or decline and I've not had any further email. 

      From what you wrote I assume this might just die of its own accord, if I do nothing further.

      Regards

       

       

       

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        24 days ago

        That's right, if you didn't receive an order confirmation then this would suggest the order never completed, or sent to the Back Office teams to process. 

        If you have any further concerns or questions, pop back and let us know. 

        Many thanks, 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    24 days ago

    But don't assume anything. If you want to cancel you must positively do so.