Forum Discussion

Sayulita's avatar
Sayulita
Tuning in
3 months ago

New Contract not showing in account

I renewed my contract via the 'renew now and lose nothing' option on 2nd Jan 2025 and received an order number but the updated contract did not show in my account.  I have  spoken to multiple Virgin team members online and over the phone to discuss this and 2 weeks ago it was confirmed that the contract was renewed, as per the offer and the new end date is 6/7/26.  I asked for my account to be updated but it is still showing the old contract.

My previous contract was due to end on 1st Feb 2025 and today I have receieved a mail stating that I am out of contract, despite 'my cuurrent package' showing the new end date and the February 2025 bill being available to view as per the new agreement in my account. 

Can someone help to get my account updated with the new contract please?

10 Replies

  • Hello Sayulita,

    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 having with your online contract renewal. It doesn't sound like the contract has been renewed as a new agreement has been sent out to you.

    I'd be happy to take a further look into this for you but first 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

  • Thanks Steven, I haven’t received a PM as yet, will revert as soon as I get it.

    • Sayulita's avatar
      Sayulita
      Tuning in

      Hi, could you send me the PM please as still not received, thanks

  • Same here. I accepted a renewal offer yesterday and received contract information and confirmation of the order. 

    Have just spoken to live chat who says there is no record of an offer or acceptance and nothing is being processed. The only “offer” that was showing was my out of contract price.

    I’m glad I’ve started to chase this now otherwise I’d be in the same situation as yourself. 

    Why is renewing a contact such an issue each and every time 

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team

      Hi james-28 thanks for your post here although we're sorry you're having ongoing issues renewing your contract. 

      How was the renewal offer accepted, was this online or was this via a phone call or WhatsApp message for example?

      Please let us know so we can advise and guide further. 

      • james-28's avatar
        james-28
        Up to speed

        Hi Tom, appreciate the reply.

        I accepted the renewal offer via the My VirginMedia app.  I received email confirmation shortly after with a reference number. 

    • idunno's avatar
      idunno
      Dialled in

      Same here old contract showing online rang on Saturday said its showing new contract on account was told it takes time has to go from one department to another 2 weeks on takes time yeah

      Payment taken today for new contract keep an eye on payment 

  • Have received further email confirmation this morning that my renewal offer has been accepted and is now active. 

    I do think that when you accept an online renewal offer through the app, that this can take up to 14 days to become active.

    Thanks for the support from the forum team and contact center. All sorted for another 18 months.

     

     

  • 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.

     

     

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team

      Thanks for reaching out to us Mince, and welcome back to our Community Forums!

      Sorry to hear of the poor experience you have endured when trying to renew your contract with Virgin Media.

      I'd be happy to take a look into this for you to see exactly where we're at in terms of your agreement and what is due to be paid.

      Check out the envelope in the top right hand corner for a private message from me.

      Thanks,

      David_Bn