Forum Discussion

turnitup's avatar
turnitup
Joining in
12 days ago

New contract offered but not applied

A month ago,Virgin sent a new package offer by e-mail,if i renewed my contract early.The message asked me to answer "accept" if i was interested.I done this,but a week later,after not hearing anything i contacted by phone.I was told they had details of the offer being accepted by me,but it would not come into force until 9th January 26.Today is the 10th,and there is nothing showing about the new contract in my online a/c,just the current contract details(Ends April 26)

Any help would be appreciated.Can send a copy of the e-mail, if it is needed.I have not contacted the overseas support,as my wife said she could see steam coming out of my ears last time,which is not good for my health,she said.(She did check my life insurance policy afterwards for some reason)

  

7 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 days ago

    It can sometimes take a couple of weeks for online updates like this to register on your account. 

    But if you haven't heard by then you will need to chase it because it is common for VM to change the contract to more than you expected, and say the original deal isn't available even though you have the email. You can find examples on here. 

  • turnitup's avatar
    turnitup
    Joining in
    12 days ago

    I was told it would be applied by 9th Jan.The offer was accepted by me 30 days ago.Surely that is long enough to apply the change.Also if Virgin does not honour an offer they sent me,without me asking for it,i will leave Virgin,after 30 years as a loyal customer.Also,if Virgin say my offered deal isn't available anymore after i accepted the new deal 5 minutes after it was offered,that is disgraceful and surely illegal(Deception)Clearly designed to get a new contract signed,without supplying the services at the offered price.How are they able to get away with this.Services have gone to s**t in this country-sick of it.   

     

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      12 days ago

      You'll need to wait for a VM person to pick this up. They have been known to correct this same issue before. 

      https://community.virginmedia.com/discussions/ManageAccountCable/problems-with-pre-contract-offer-from-retention-team/5506383

      • turnitup's avatar
        turnitup
        Joining in
        12 days ago

        Thanks for your message.I am not receiving any notifications of replies to my posts.I have enabled all notifications in settings.Also signed out and in again.Still nothing.Any ideas?

    • Deepak_S's avatar
      Deepak_S
      Icon for Forum Team rankForum Team
      12 days ago

      Thank you for reaching out turnitup! 

       

      We can see you are querying a contract that you accepted and it not showing up as being actioned- is that correct? 

       

      We will send you a private message shortly, at which point we can security and investigate this matter further 

      🙂

      • turnitup's avatar
        turnitup
        Joining in
        12 days ago

        Ok Deepak,I'll wait until i hear from you.I have a copy of the contract offer e-mail that was sent to me on 12/12/25, which i accepted,if you need it.