Forum Discussion

Lynnejsquash's avatar
Lynnejsquash
Joining in
4 days ago

Failure to honour discounted price

I responded to an email and text message offering me a discount if I renewed ‘today’ and took out  a special  renewal offer  online on 07/08/25 as my  rolling contract was coming to an end. I was sent the Contract Information  sheet and the Contract Summary  Sheet on the  following day which gave the estimated start date for the new contract as 10/08/25. I can find no details of the new contract when I log in to my account which now shows a considerably increased price for my forthcoming August payment as my original discounted contract period has come to an end. Is there any way I can get confirmation from Virgin that my new contract is being processed?

1 Reply

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 days ago

    Hi Lynnejsquash, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with getting a contract that you agreed to applied. 

    If you've renewed through the email/text that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

    Many thanks,