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Raviandruth's avatar
Raviandruth
Tuning in
15 days 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

5 Replies

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  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    14 days 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
      14 days 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
    14 days ago

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

  • Raviandruth's avatar
    Raviandruth
    Tuning in
    14 days 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
      14 days 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.