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Etherow's avatar
Etherow
On our wavelength
2 months ago
Solved

Contract weirdness

It seems impossible to speak to a human when ringing VM, so I wonder if anyone else has the same problem.

Our contract runs out in March and I accepted an offer of a new price and received an acknowledgment and a contract in an email.

 

HOWEVER, I've since received an email saying your contract ends soon and will go up to a much bigger price than the previous email and contract. 

What is going on?   How do you actually contact a human?

 

 

 

 

  • Carley_S's avatar
    Carley_S
    2 months ago

    Hi Etherow 

    Welcome back to the Community Forums. 

    Sorry to hear of your contract concerns. How did you accept this new offer? Was this through an email, with an agent or via your Virgin Media online account?

    It can take up to 14 days for a deal to be applied from an email or account-specific offer. You'll continue to receive communication as normal until the new deal and contract has been applied. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

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  • Robbb270's avatar
    Robbb270
    Joining in
    2 months ago

    I have wrong bill compared to contract.  After an hour trying I got a human whose English was so broken I couldn’t understand so  back to square one

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Etherow 

    Welcome back to the Community Forums. 

    Sorry to hear of your contract concerns. How did you accept this new offer? Was this through an email, with an agent or via your Virgin Media online account?

    It can take up to 14 days for a deal to be applied from an email or account-specific offer. You'll continue to receive communication as normal until the new deal and contract has been applied. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • Etherow's avatar
      Etherow
      On our wavelength
      2 months ago

      Ah!  On the My Virgin Media page, there was a "here is your offer". I selected that and shortly after (26/02/2025) got an email saying "Thank you for making those changes" with a PDF attachment showing the new monthly rate and the increases to happen in 2026. 

      Then yesterday, I got an email saying "A little reminder about your contract" and a new monthly rate over £50 a month higher than the for email.

      I did wonder if the fact that I changed the email address I used for My Virgin Media (because I needed to do an Outlook password change) had anything to do with it, as the first email with the reasonable details came to by ntlworld address and the second with the much higher amount came to my third party email address.

      However, perhaps it just takes time for the first, reasonable renewal to filter through.  I hope that's it.

       

       

       

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Sorry for the confusion caused by the email you received after you applied for the renewal deal. 

        Yes, this should all change over for you within 14 days, but should you've any further concerns or questions with your billing after this time, please do let us know, and we can investigate further if you need.