New Contract not showing in account

Question

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?

Steven_L · Answer

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

james-28 · Answer

Same here. I accepted a renewal offer yesterday and received contract information and confirmation of the order.&nbsp;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.&nbsp;Why is renewing a contact such an issue each and every time&nbsp;

idunno · Answer

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 yeahPayment taken today for new contract keep an eye on payment&nbsp;

Sayulita · Answer

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

Tom_W1 · Answer

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

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