Forum Discussion

Thomasba's avatar
Thomasba
On our wavelength
19 days ago
Solved

New contract not showing

I signed up to a new 18 month contreact on the 20th of February but as yet my account page is still showing I'm out of contract and is offering renewals. can someone look into this please as I had the same issue when the contract last ran out, and it was only with the help of Vicky on here that it gort resolved.
many thanks

Brian

  • Kath_P's avatar
    Kath_P
    18 days ago

    Hi Brian, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with getting a contract that you agreed to applied. As mentioned above by newapollo, it can take up to 14 days for the Back Office teams to pick this up. 

    Even though we're still just inside that time frame, we can check to see if there's been an issue applying the deal. In order to do that I'll need to confirm some information with you to pass security, so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks, 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    19 days ago

    Hi Brian,

    Did you sign up for the new contract over the phone? If so it should have updated immediately.

    However, if you've agreed to the terms and conditions  for any online renewals or regrades made through My Virgin Media or via an email offer that was sent to you, the orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them so there's no point calling them up to chase the order or check the status.. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and update this thread and a mamber of the forum team will be able check things further for you. 

    • Thomasba's avatar
      Thomasba
      On our wavelength
      19 days ago

      Hi it was done on the vm website when I logged in it said I was out of contract and there was a link to the offer. I have the email with the new contract details, I'll do what you say and give it a another week or so. This all sounds so reminicient of the last contract :) 

      Regards

      Brian

      • Kath_P's avatar
        Kath_P
        Forum Team
        18 days ago

        Hi Brian, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you're having issues with getting a contract that you agreed to applied. As mentioned above by newapollo, it can take up to 14 days for the Back Office teams to pick this up. 

        Even though we're still just inside that time frame, we can check to see if there's been an issue applying the deal. In order to do that I'll need to confirm some information with you to pass security, so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks, 

  • Thomasba's avatar
    Thomasba
    On our wavelength
    14 days ago

    Can I just say how great Kath_P is, Whatever VM are paying her it's not enough. she solved my issue and put up with my rantings and ramblings and got my contract sorted. THANKYOU!!!

    • Kath_P's avatar
      Kath_P
      Forum Team
      13 days ago

      Hi Thomasba, 

      Thanks so very much for your kind words. I'm happy I was able to get things sorted for you. 

      If you have any further issues, you know where we are 😊

      Take care and enjoy your weekend. 

      Many thanks,