Forum Discussion

trevorshackleto's avatar
27 days ago
Solved

Have I got a new contract?

Last Wednesday I attempted to renew my contract (which expires on 31/01/25) online.

I received pre-contract details and accepted the offer online.

I got an email from the webteam  with a summary of the order (ref. XS1000344482)

However, I have not received a contract via email, nor have the details on my account page changed.

So, given my past experience with Virgin Media losing orders, I would like to know whether my contract has actually been renewed?

Thank you,

Trevor 

  • Kath_P's avatar
    Kath_P
    17 days ago

    Hi trevorshackleto, 

    Thanks for coming back to us on this one. As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them or be able to apply them. 

    As it's been over 14 days, we can take a look at the account to see why the order has failed though. In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

  • JOPI's avatar
    JOPI
    Joining in

    I’m having exactly the same problem after attempting to renew my soon-to-expire contract online just after midnight and would also appreciate help from the Virgin Media Community to sort this out.

    I also have an order number in an email from the “web team” and received pre-contract documents by email but no actual contract.

    I do know that something has changed with my Virgin TV package as I’ve just received an email from Netflix telling me that Virgin has downgraded my subscription plan (included in my package) from Standard to Standard With Ads.

    And, like you, Trevor, I’m seeking clarification. 

  • Hi trevorshackleto 

    Welcome back to the Community Forums, 

    Sorry to hear that you've not received communications regarding confirming your online renewal order. 

    Can you advise when you made the order online? It can take up to 14 days for the deals to be applied on the system if ordering online. 

  • Thanks @Carley_S.

    I agreed the new contract on 15/1/25 - so I suppose I've got another week to wait before seeing if its worked.

    Is there any way to see if its in the system waiting to be updated?

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Thank you for reaching out and unfortunately we have no way of seeing this sorry.

      If you have got the order confirmation this mean it has gone through, please do not worry. 

  • Thank you for the attempt at reassurance, but I am not reassured!

    I have today received another email reminding me my contract was expiring.

    My contract expires on  31/1/25.

    On 8/1/25 I renewed online (myvmo2) I received pre-contract info, which I accepted online and an emailed acknowledgement of the order with the details I had accepted. However, I have not received confirmation that the offer has been accepted, or a renewed contract.

    However, online my contract has not been updated and contains the same offer as I have just accepted as an option I have just received an emailed reminder to renew. It is over 14 days since I accepted.

    What is happening with my order?

    If I used webchat would I receive the same offer as shown on my account page?

    Thank you.

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi trevorshackleto, 

      Thanks for coming back to us on this one. As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them or be able to apply them. 

      As it's been over 14 days, we can take a look at the account to see why the order has failed though. In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks, 

      • trevorshackleto's avatar
        trevorshackleto
        Tuning in

        Thank you very much for checking this offline Kath.

        I'll make the general comment that a lot of my and Kath's time and some angst could have been saved if VM's communications had been better.

        Trevor