Forum Discussion

Raviandruth's avatar
Raviandruth
Tuning in
3 months ago

Contract renewal call us email

Hi

I've had the same email (Re: challenger rapid testlab) a few others have had requesting a call to provide missing details in order to complete a contract renewal. 

I can't get through to anyone on the number so not sure what to do next. The order still shows as processing in my account. 

Any help would be appreciated. Thanks!

Email derails:

Hi there,

Thanks for contacting Virgin Media about making some changes to your account.

We'd like to talk to you to as it appears that some information that we need to process your order was missing. This will help us take the next steps towards getting signed up, so just call our team on 0800 064 3830.

We're looking forward to hearing from you!

Kind regards,

The Virgin Media team

10 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 months ago

    Hello Raviandruth,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your contract renewal at the moment this isn't what we want to see. Have you been able to get this looked into further since you last posted? 

    Kind Regards,

    Steven_L

    • Raviandruth's avatar
      Raviandruth
      Tuning in
      3 months ago

      I've not been able to make any progress. Have called the number but can't navigate the bot and none of the options match my issue. Any help would be much appreciated. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    Any message that asks you to call and provide information should be treated with great suspicion. 

  • Raviandruth's avatar
    Raviandruth
    Tuning in
    3 months ago

    I agree. The concern is that the email references private Virgin information (e.g. order confirmation number) and the relevant order is showing as not yet processed on virgin systems (from 28th March so not yet 14 days). Hopefully the team here can help. 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      3 months ago

      As you have advised, online orders are usually keyed by a back office team and this can take up to 14 days to be processed fully and in some instances during busy periods longer.

       

      I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • Raviandruth's avatar
    Raviandruth
    Tuning in
    2 months ago

    I have been dealing with a similar issue. Robert P from the team has been helping over the last few weeks (contract was signed end of March!), had an unexpected high bill in April, and I have now lost access to add-on channels (sports and cinema) which were contractually agreed.

    Could the team help me today so I can access subscribed channels this weekend. 

    • japitts's avatar
      japitts
      Very Insightful Person
      2 months ago

      I've moved your post back to your own thread rather than confusing someone else's.

      Does your online account still show the channels in question as part of your package? And are you using a TiVo, V6, TV360 or Stream box?

  • Raviandruth's avatar
    Raviandruth
    Tuning in
    2 months ago

    Thanks. Only just spotted this now.

    Stream box. 

    Yes still showing in online account.

    Just received another random email from virgin and live sky cinema channels are now working on the app again (yay!) 

    On demand movies not yet working. 

    Sports app not working yet. But perhaps there is a timing delay with servers? 

    I'll check the TV in a few minutes to see if the channels are available there. 

     

     

     

     

     

    • japitts's avatar
      japitts
      Very Insightful Person
      2 months ago

      Received via PM from user:

      Thanks for your earlier response.

      Any idea how I can get this resolved before the match tomorrow? 

      Response: This forum is not a real-time support service, and you could easily be waiting a few days for the VM staff team to pickup. For a quicker response, you should call in via the usual numbers. 0345 4541111 or 150 from a VM landline.

      TiVo/V6 have a menu option to re-synch your account with your box's EPG, but this isn't available on TV360 or Stream

      • Raviandruth's avatar
        Raviandruth
        Tuning in
        2 months ago

        Thanks. Will await a response. Apols had assumed you were part of the team!