Same issue with me. Originally renewed over the phone on 8th March 2025. Clicked the agreement on the text and was told it has gone through. Was given a 'contract summary'. Checked online account a few days later (12th March 2025), and new contract was not showing, so contacted via web-chat.
Only to be told it had not been put through. The person took my contract summary and said they cannot offer the same deal, but he would credit the amount for the contract so the same amount can be paid throughout the contract subject to the price rises. The transcript has been saved for my records. Again was told the contract was accepted and would received within 24 hours.
No email to confirm received so telephoned again on 14th March 2025. Again was told that the contract had not been put through. She put the contract through again by looking at the the previous records she could see that I had contacted Virgin. She said the deal now had a couple of pounds less and she would put that through. Again the email was accepted by clicking on the link on the email. She said it has gone through and she went through what the bill would be from in March and April 2025. She said an email will be received in 24 hours and the online account will be updated.
Checked today, still no email and online account does not show my new contract. Each time I click on view bills, I get I message 'oops' which is what I have been getting since I first tried to renew.
I am not convinced this has gone through and the wrong higher unauthorised payment will be taken as I have the summary contracts and transcripts of what was said.
Come to a point now just seem to be wasting my time and just seem to be going round in circles. Each one I contacted assured me 'this time it has definately gone through'. Still waiting Virgin.
