Forum Discussion

scarletp's avatar
scarletp
Superfast
28 days ago
Solved

My Virgin Media offered another renewal deal

My broadband/phone contract ends 2 September and midweek I decided to select an online renewal offer which had appeared in My VM as opposed to adding Full Fibre to our Sky TV package which is almost out of contract. 

After a simple process to accept the deal I received an order reference etc straight away via email, along with full summary and info sheet. 

Late the following day I was curious what the next step was so I checked in My VM expecting to see an order update but could find no reference to what I had done.  I was however puzzled by the fact that I was still being offered a new deal and then I noticed it was less than the one I had selected.  Unsure what to do I decided to repeat the process and was very surprised when it all went through.  The emails with the new deal information and new order reference arrived immediately.   

Three days later I have still heard nothing more, either via email or online within My VM so I am concerned something is amiss as there is still no confirmation or update to either of the deals and whether either of them is likely to be actioned (the second one preferably) as obviously, I am keen to save a bit more money if I can.

I would appreciate any advice and to save myself from the hassle of ringing up for an acceptable deal.  

Thank you

  • Gareth_L's avatar
    Gareth_L
    15 days ago

    Hello scarletp

    Thanks for your time over the last few days.

    We're glad to know everything is now sorted with your renewal offer.

    Should you need anything else, you know where we are.

    Gareth_L

15 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    27 days ago

    Hi scarletp 

    Welcome back to the Community Forums. 

    Sorry to hear of your concerns regarding your renewal. 

    It can take 14 days for an online renewal request to be processed by the team on their side. Should you not see your contract/package updated 14 days after you made your request, please do let us know. You might also find that the first deal you agreed to is applied first. 

    Keep us posted, and if needed, we can support further if the second deal has not gone through after 14 days. 

    • scarletp's avatar
      scarletp
      Superfast
      27 days ago

      Helo Carley_S

      Thank you for your quick response.

      I must have misunderstood something along the way as thought MyVM would show the order within 24 hours from application.  At least I know now it's 14 days. 

      I have just recently received an email saying I am 'all sorted' along with the contract (the first and dearer offer I had selected) which incidentally surprised me by saying the start date is tomorrow 28th July.  I was expecting it to be from 3rd September when my current contract ends but hey ho! I could be overthinking things.  

      From what you say - is there a chance the second offer I had more recently selected online  may still go through, meaning the first one will be cancelled out?  

      Interesting thought and I will certainly keep my fingers crossed.

      Thanks again and I am so glad I do not have your job!

       

       

       

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        27 days ago

        Ah, that's good to know that the team have already been able to apply the first deal. 

        Yes, the new contract would begin once applied by the team, rather than being manually arranged for the end of your contract. 

        Keep us posted if the second deal doesn't apply, and you would like to go ahead with the second deal. If the second one is applied by the team, this will cancel the first contract out and be its own new contract in itself. 

  • scarletp's avatar
    scarletp
    Superfast
    23 days ago

    Hello Carley_S

    To keep you in the loop. 

    Time seems to be going very slowly and am thinking that the second, better renewal deal I selected on 24th July could have been denied.  

    As it only took a mere 5 days for the first deal to be applied I have been expecting that the second deal I selected would more than likely be at the top of the pile for action in a similar time frame. 

    7 days has elapsed and nothing has changed.  The contract info in my account clearly still shows the first contract which has already started 28th July and somehow I cannot see that changing now.  Am I overthinking things?

    Thank you for your thoughts.

     

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      23 days ago

      Hi scarletp,

      Do please report back to us after the advised 14 days have elapsed and if the deal has still not been issued, we can look into this to offer further support.

      Thanks,

      David_Bn

      • scarletp's avatar
        scarletp
        Superfast
        23 days ago

        Ok, I will do that.  I have never been good biding my time but I will do as you say.  

        Thank you 

  • scarletp's avatar
    scarletp
    Superfast
    15 days ago

    Thank you for your patience Gareth_L

    I am grateful for the team's assistance over many years.