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CazH73's avatar
CazH73
Joining in
11 months ago
Solved

New Contract not Received

I renewed with retentions team over the phone, decided to upgrade to Mega TV with Sky Sports & Cinema,250mb broadband & weekend chatter for the offer of £48.62 per month,as the agent discounted by an extra £10 per month.

I have received the pre-contract documents,but not my actual new contract and my old contract is still showing on my account.

Also,on the MyVirgin app my next bill is showing as £63.15?Can you please check that my new contract has gone through?

  • jpeg1's avatar
    jpeg1
    11 months ago

    Yes, you should have a new contract in writing to confirm what you will be getting and how much it will cost.  Otherwise you may find (as others have done) that you have been given and charged something different.

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    11 months ago

    Hey CazH73, thank you for reaching out and I am sorry to hear this.

    Please do remember we do bill a month in advance and also sometimes a new deal may not start right away.

    It may start in 30 days. 

    I can also see you've been in touch with us, have the team helped at all?

    • CazH73's avatar
      CazH73
      Joining in
      11 months ago

      Hi,no I was in touch this weekend to arrange for an engineer to fit a co-axial cable for the new 360 box,as the one supplied wasn't long enough.

      I have only just noticed on the Virgin app the new billing information.I thought I should have a copy of my new contract though before my 14 days cooling off period expires?

    • CazH73's avatar
      CazH73
      Joining in
      11 months ago

      So will I be receiving my new contract documents before the cooling off period ends,as I have no way of checking that my order has gone through properly otherwise?I did agree over the phone with the retentions guy that I agreed to the new pre contract documents and was happy with it.

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        11 months ago

        You Should of got these documents already?

        Just to confirm did you never get any pre documents?

        Have you checked your spam / junk box?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    Yes, you should have a new contract in writing to confirm what you will be getting and how much it will cost.  Otherwise you may find (as others have done) that you have been given and charged something different.

  • pau1200's avatar
    pau1200
    Dialled in
    11 months ago

    After the experience I have had I would make sure you have the details before the cooling off period has ended as in my experience they sometimes don't honour the deal.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    You have two choices.

    You can trust that VM has signed you up to the deal you agreed with the sales person, and wait to see how much you are charged next month. 

    Or you can phone in now and say you are cancelling the new contract because you haven't seen it in writing. That may well get a copy emailed to you. 

     

     

    • CazH73's avatar
      CazH73
      Joining in
      11 months ago

      I will be chasing this up over the phone this week,I also note down date,time,names etc.

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        11 months ago

        You mentioned a visit in regards to the new contract, was this for equipment? Is this currently not working? When is the visit due?

         

        Rob