Contract renewed but not received by email

HELP PLEASE!

My reduced fee 18 month broadband contract ends on Sunday (significant) 28 December 2025 so yesterday I phoned the number Virgin gave me 02037436971 to renew.  The assistant couldn’t offer me a continuing deal at our current broadband speeds so suggested I opt for higher speeds and a new router to continue on current fee – locked in for 2 years. I don’t really need increased speed but this would be cheaper than the alternative. So I tentatively accepted.

She asked for confirmation of email to send contract then said she had a different email address. I asked what that was, she wouldn’t tell me – privacy issues…..it’s my account isn’t it? I have used my virgin.net email for years. Virgin have contacted me on it. After some “discussion” she sent the contract to the email I gave her. I didn’t receive it. Tried again, still no contract. She tried my alternative email, twice, still no luck. She had nothing to suggest except wait till today….still not received.

So, can a Virgin moderator come to the rescue please. I NEED to see that contract. Why isn’t it arriving? Can someone in the UK sort it out, as it’s not arriving from the Philippines!

Also I used to get a Virgin email each month advising that bill was ready. Those emails stopped arriving in October 2024, 3 months after new contract. But I could still access my bill – until June 2025.

I feel inclined to go back and accept a continuation of existing contract although it costs more as long as it’s shortish term. Less hassle BUT will a contract arrive in my Inbox?!

I’m really disappointed that Virgin has farmed out “Customer services” to the Philippines. My phone call yesterday lasted nearly 50 mins. and I’m afraid much of that time was due to my having to ask the assistant to repeat what she’d said. She tried hard but it was difficult.

I’m just venting really but help on how to see my contract would be appreciated. I’ve been with Virgin for a long time….

 

[Mod - Due to multiple threads, they were all caught in our system's spam. Duplicate threads removed]