Forum Discussion

Anonymous's avatar
Anonymous
2 years ago

Contract renewal not actioned

Seems other people are having the same issue. I accepted an offer online last Friday, 28th, and it's not been actioned. Nor does it show in my orders. What is showing is an order 7th July which is when the contract ends and the price increases. I cancelled the contract

 

We've called and contacted Virgin Media via WhatsApp (that was fun) and we are also told this offer isn't available and offered a much higher price? Like I've been offered this price and you're now offering the package at twice as much. I'm not going to accept it. Other than that, we had no help

 

My contract has expired anyway but I'd like to know what Virgin Media are doing. 

  • Akua_A's avatar
    Akua_A
    Forum Team
    2 years ago

    Hi Anonymous 

    Welcome back to our community forums and sorry to hear the deal you accepted online did not come through on your account. We can understand the frustration caused and we want to do our best to help. Can you let us know when you accepted this offer? Do you also have any screenshots of the offer? 

    Thanks,

    • Anonymous's avatar
      Anonymous
      2 years ago

      Hi, I accepted it last Friday, 28th. I don't have screenshots, only these-when I click on view your offer, I get this landing page

       

      • Akua_A's avatar
        Akua_A
        Forum Team
        2 years ago

        Thank you for letting us know. Typically we would send pre-contract documents. Did you receive any at all? Also, which section of the website did you get the deal from? 

        Thanks,

    • Anonymous's avatar
      Anonymous
      2 years ago

      This as my order

      • Akua_A's avatar
        Akua_A
        Forum Team
        2 years ago

        In this case Anonymous I am sending you a private message to best look into this issue. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

        Thanks,

    • hotbath1962's avatar
      hotbath1962
      Tuning in
      2 years ago

      Dear Akua-A or another Forum Team colleague

      I have exactly the same problem.  Please could I pm you with details?  I agreed a new contract on 19th Sept, for action on 22nd Sept.  I called at the weekend and was told it would be actioned by today, it is not and I have been billed the wrong amount today.

      I've just spent nearly an hour waiting to get through on the phone but without reply.

      Many thanks

      Philip

      • Lee_R's avatar
        Lee_R
        Forum Team
        2 years ago

        Hi hotbath1962 thanks for posting and welcome back to our community.

        I can see that you're liaising with my colleague Alexandra.  I will therefore leave you in her very capable hands.

        Regards

        Lee_R

  • metallikat27's avatar
    metallikat27
    Joining in
    2 years ago

    Sorry to jump on this post but i have had the same issue. Been offered a new deal as my contract has ended, ive received pre-contract documents and an order email but nothing is showing in my account. Can someone help please?

    • Akua_A's avatar
      Akua_A
      Forum Team
      2 years ago

      Hi metallikat27 

      Welcome to our community forums and thank you for your first post.

      Sorry to hear you are having a similar problem with your package deal not being processed. We want to best help. Can you let us know when and how you processed the deal with us? Also, when last were you in contact with our team regarding this offer? 

      Thanks,

      • Anonymous's avatar
        Anonymous
        2 years ago

        I found my email. I've sent the unedited version pm. Blocked my details on the one posted here

  • Anonymous's avatar
    Anonymous
    2 years ago

    As the title, I accepted an offer online on Friday. I'd been made the offer three times(my contract has expired)-by phone call, by SMS and online at my account. I accepted the offer online and received the email shown below. This hasn't activated and now Virgin Media won't honour it. They say that this is not an offer. No, but it is confirmation of the order, surely? Can someone help advise me here please? Really stressed out by all this. I've cancelled another provider as I received this offer

  • Anonymous's avatar
    Anonymous
    2 years ago

    so my confirmation email has been deleted

    • Akua_A's avatar
      Akua_A
      Forum Team
      2 years ago

      Hi Anonymous 

      We would not delete your confirmation email. If you are able to provide any further evidence such as pre-contract documentation, text offers, or full online offers, we will be happy to take a look.

      Thanks,

  • Szamir's avatar
    Szamir
    Joining in
    2 years ago

    Can one of the virgin media team help me as this seems the only place to get some success and the customer service team seems very unhelpful and rude despite having people wait hours to get through. The solution I was told to wait. How does that help, they don't give me anyone to contact. Try sales and sales were exactly the same, retentions were unhelpful. I just want what I was legally entitled to when accepting an offer and an agreement being made. 

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 years ago

      Hi Szamir

      Thank you for your post and welcome to our community.

      I am sorry to hear there has been some issue with a new offer made. 

      Could you expand on whats happened please?

      Have you received a contract email that has a different price to what was agreed?

      Was the contract taken online or over the phone?

      Please pop back to us when you can.