My contract renewal hasn't started

Once you've agreed to the terms and conditions  for any online renewals or regrades made through My Virgin Media or via an email offer that was sent to you, the 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. 

Changes made over the phone are usually actioned immediately (unless the change also involves new equipment, in which case that won't complete until you've received and activated the new equipment)

You could contact the Sales or Customer Services team over the phone (150 from a VM landline or 0345 454 1111 from any other phone and ask them to process the renewl. However if this offer price is an online exclusive, then the Sales or Customer Services team won't have visibility of them and will probably be unable to match that price point.

You can also get in touch using one of the following contact methods:

WhatsApp: 0780 3089 684

Or you can contact VM on Social Media by either messaging 

Facebook: https://www.facebook.com/virginmedia/

Or Instagram DM (@virginmedia)

(Once it's been 14 days, if the new contract hasn't been put in place, pop back and update this thread and a member of the forum team will be able check things further for you) 

Hi there, I had to end up phoning up virgin media as I hadnt heard anything till I got my next bill and that being double what I pay. Turns out there was a glitch with the renewal and it had went through, emails contracts sent but the system automatically cancelled. Similar things happened that weekend with other people. Spoke to the first lady and she saw what had happened but couldn't match the offer so transferred me to retention (I think that’s what it’s called) as they could access better deals and they did. Right from the start it was recognised it was a fault on there side , so I ended up with a MUCH better deal 

Throughout out my whole experience in trying to deal with this , the thing I dreaded most was having to phone someone about it but it turned out to be the best experience. Online chat through the app was useless I’m afraid. Your help worked , I tried Facebook messenger first but they couldn’t help but told me to phone and what department to select and both people I dealt with acted professional throughout and were brilliant ,10 out of 10 all round customer care from both phone departments . 

very happy customer