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Ghart's avatar
Ghart
Joining in
22 days ago

Contract renewed online but chat advisor says not gone through help

Hi everyone I renewed my contract over the phone on 21 March but today when I logged Virgin Media app there was good offer than what  I was offered over the phone I did accept the offer through app and have received order confirmation too but when I went to chat to confirm these I have been informed that online renewed hasn’t gone through and offer has gone up when I went back to app it still shows the offer which I have accepted.

My 14 days cooling off period ends soon I am worried about I will end up having two contract. How do I confirm if my online renewed contract has actually gone through or not?     Please help 

       Thanks a lots 

5 Replies

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    21 days ago

    Thanks for reaching out to us Ghart, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues with the preferred renewal seemingly not showing.
    We would advise that online renewals can take up to 14 days to process and complete on our systems and this may be the reason why it's not currently showing.

    Do please allow the 14 days to pass and if this has not been added, we can then look into this for you.

    With this, we would advise retaining any paper work (usually issued to you in the form of E-Mail) you have been issued in relation to the deal, we can refer to that when amending the package price, with the potential of rolling credits being manually added to your account.

    Thanks

    David_Bn

    • Ghart's avatar
      Ghart
      Joining in
      21 days ago

      Hi David thanks for reply my previous contract expired on 30 March I did renew contract over the phone on 21 March I am on 14 days cooling off period which will expire Tomorrow.

      Could you please confirm by accepting renewal contract from Virgin App directly would take over by cancelling other previous contract accepted over the phone?

      Thanks 

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        21 days ago

        Thanks for coming back to us Ghart, this should indeed take over the precedence of the previous deal agreed and with itself offer a new 14 day right to cancel period.

        Do you have the paper work that confirms the acceptance of the most recent renewal? 

        Thanks,

        David_Bn

  • Ghart's avatar
    Ghart
    Joining in
    21 days ago

    Yes I have received recent contract by email this morning. 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      21 days ago

      Thanks for confirming Ghart.

      Please report to us after the 14 day period beyond the latest renewal has expired and if this is still not showing on the account, we can seek to amend this on our side for you.

      Thanks,

      David_Bn