Forum Discussion

ceepeebee's avatar
ceepeebee
On our wavelength
11 hours ago

I renewed my contract - no emails, and the app tells me I'm about to cease!

Exactly as the title. I renewed my contract back on the 12th November off the back of some Black Friday deals on the site. I have an order number and the automated confirmation was supposed to be emailed to me....I've received nothing.

Fast forward to 2 weeks later and I've still received no email, and every time I logon I'm being told to renew my contract as I'm going to cease in December.

Being a long time VM (NTLworld) customer, I know full well that this is likely to come down to the last day and me having to shout at people for things to happen. 

The lack of communication is REALLY jarring and I just don't know how to approach sorting. I've tried ringing, 90min lead time. I'm currently on the website and waiting for an agent - I waited for 3 hours last night in the "17 minute queue" but got nothing in terms of a reply.

I'm just tired of chasing - can anybody suggest anything or help with anything?

Contract Renewed
help!

5 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 hours ago

    If you haven't received confirmation, this may be another of those attractive deals that didn't go through and is no longer available. VM call it "confusion". Hopefully a VM person will pick this up and check for you. 

    • ceepeebee's avatar
      ceepeebee
      On our wavelength
      11 hours ago

      I've just had a chat with <sarcasm> helpful </sarcasm> agent on the website who said "they can't renew as it was meant for new customers". The deal I signed up to specifically said "thanks for staying with us again!" - I've screen shotted it.

      It's utterly baffling

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        11 hours ago

        As predicted. This is very familiar I'm afraid. Virginmedia customer care at its finest.