New contract not set up

Question

My new contract hasn't been set up. I accepted it on 21 November and have the confirmation email, but I received my bill yesterday and to my surprise it was still based on my now expired old contract, so it's over £150, when it should be less than half this. I've been into my account and there's no sign of the new contract, it just says I'm out of contract and offers me a much more expensive option to renew (over £100).

I've read some other posts on here and can see the admins have often said you're supposed to verify back in your account to finish the contract setup, but there's no mention of this in the email I received (exact wording copied below for reference) and I haven't received any subsequent emails from VM.

Would really appreciate some help from VM on here rather than having to jump through the horrendous hoops of chat/phone customer service.

Email received 21 November:

We're nearly there!

Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into.

Your documents also contain some key terms & conditions and information regarding your cooling off period.

Please keep these documents for your future reference.

Kind regards,

The Virgin Media team

Adduxi · Answer

As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.&nbsp; Otherwise just phone Customer Services, 150 from your Virgin Media home phone or 0345 454 1111

Mr_K · Answer

Bet if you ring up and query it, they'll deny it ever existed, and try to sell you a more expensive one. It's the way they operate ( its illegal too).&nbsp;

BandB58 · Answer

Thanks. That was my plan, but thought I'd give this approach a try because of the issues I've had with their 'customer service' previously. My thinking was it can't be any worse / more painful than phoning them even if it takes a bit longer&nbsp;

Steven_L · Answer

Hello BandB58,
Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your new contract.&nbsp;
I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.Kind Regards,Steven_L
&nbsp;

BandB58 · Answer

Funnily enough I already have an open complaint with them because the Black Friday offer that was shown to me miraculously disappeared when I went to renew. The difference between that BF price and the renewal I reluctantly accepted (or at least thought I'd accepted as per OP here) was only £5 per month, but that's still £120 over the 2yr deal and the principle, which as you say is illegal. Luckily for that one I have screenshots, but they're still denying it was an offer shown to me and basically accusing me of lying.

Right now though this issue of still being on my expired old contract is the priority because there's no way they're taking £150 off me in a couple of weeks. As I mentioned in OP, I have the confirmation email from them with all the services explained and the new price, it's crystal clear as is the fact there's no ask of me to take further action so they really don't have a leg to stand on.

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New contract not set up

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