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Lisa6789's avatar
Lisa6789
On our wavelength
6 months ago

Contract renewal pending?

Hi team,

I went online 7 days ago and clicked through to  renew my contract, following the process that offered me no changes to my current package. I received all the pre contract paperwork.. then nothing. If I log in now, there’s no indication of that paperwork and it’s still offering me the option to renew my contract, and there was no mention of it on my bill received today.

Ive tried using webchat that put me through to WhatsApp where I never got a reply, I’ve tried webchat without WhatsApp where I’m told I’m almost there, then told the wait is an hour; this seems like the most sensible place to get a response at the moment.

So 2 questions:

1. Is this contract still progressing and when can I expect it to kick in?

2. Can someone confirm it is the same as I currently have - it’s very difficult to unpick what constitutes what service. I don’t see the second box mentioned explicitly but I think it was part of a package when I got it and the package names haven’t changed on my pre contract paperwork which seems different to what I’ve seen other people have on here.

Many thanks,

Lisa

1 Reply

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  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team (Retired)
    6 months ago

    Hey Lisa6789 Thanks for reaching out to us on the Virgin Media forums. 👋🏼

    We're sorry to hear about the issues with the service you are facing.
    We will assist you on this and get you the support needed.

    We will send a private message for further support.

    Kind regards,
    Ilyas.