Forum Discussion

Craigthommo's avatar
Craigthommo
Tuning in
2 hours ago

My contract renewal hasn't started

Hi, I got an email that my contract was coming to a end so I visited virgin media Web site and agreed to a new contract. I received two emails, one with my new contract details and including a free upgrade to sky sports hd and the second email explaining billing info etc. This was back on the 28th of November and I still havent been upgraded yet plus I got another email today 8th of December,  reminding me of my contract coming to an end and to hurry and renew.

I've been all over virgin media Web page and app to try and find a solution but can't. I then try to find how to contact via email or live chat which I also can't. How long does the upgrade take (last time it was within 5minutes) and how can I message them 🤷‍♂️

contract
renewal

1 Reply

  • newapollo's avatar
    newapollo
    Very Insightful Person
    27 minutes ago

    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)