Forum Discussion

J4kd182's avatar
J4kd182
Just joined
4 days ago

Failure to apply renewal order.

I am coming to the end of my contract with Virgin Media at the beginning of September. I received an email from Virgin reminded me of this on the 30th of July and setting out my options including a personalised renewal offer. My current contract is for broadband only plus a virgin stream box at a total of £35.10 a month going up to £79 at the end of contract. The renewal offer was for the same value over 24 months which I gladly accepted. I have since received order confirmation and change confirmation emails but nothing is showing in my account and when I contacted support they could neither confirm nor deny that the order had been placed and said it can take up to 14 days for an order to be fully processed. 

has anyone else had the same issue? 

complaint
contract
renewal

3 Replies

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    3 days ago

    Hi J4kd182 thanks for posting and welcome to our community.

    Sorry to hear of any confusion around your renewal. And for any concerns this may be causing. If you've received the confirmation emails, it does sound like the order is going to be applied within the 14 days. I'd like to take a look at your account, to see if there are currently any changes or pending changes. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

  • keithbrown47's avatar
    keithbrown47
    Just joined
    3 days ago

    I'm having similar problems and am increasingly frustrated at not being able to get to actually speak with someone to explain the problem.

     I got E mails re forthcoming contact end and got offers which were very similar to current bills BUT, got another email yesterday stating my new bill would be go up to £89.05 as opposed to the £68.25  quoted in the earlier E mail.In the absence of the opportunity to actually speak with someone I have resorted to cancelling my direct debit in the hope this will provoke a reasonable response.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      3 days ago

      Hi keithbrown47 thanks for posting although we're sorry to hear of your concerns raised regarding your renewal offer.

      Just to confirm here, do you mean that you accepted a renewal offer and this hasn't been processed? Did you click on the renewal offer and had got a pre-contract email for example?