Forum Discussion

Scoobycat's avatar
Scoobycat
Joining in
15 days ago

Newly agreed contract price not applied

Good afternoon….could I please ask for a member of staff to message me directly to discuss a problem around a new contract. Thank you. 

  • Kath_P's avatar
    Kath_P
    Forum Team
    14 days ago

    Hi Scoobycat, 

    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. 

    If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these 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. 

    If it's already been 14 days, pop back and let us know and we can check things further for you. 

    Many thanks, 

  • Scoobycat's avatar
    Scoobycat
    Joining in
    14 days ago

    Hello Kath

    Thank you for your reply and I can confirm that it has been more than 14 days. 

    • tafrock's avatar
      tafrock
      Superfast
      14 days ago

      I have the exact same problem. Thought opting for renewal via an email SENT to me would make renewal a breeze. No such luck. I've since had another email offering me same renewal process. I click on that it says order still in progress. How do we get to actually contact this back office team (surely there's a way) . I'm happy with the price but want it renewed

    • Kath_P's avatar
      Kath_P
      Forum Team
      14 days ago

      Hi Scoobycat, 

      Thanks for coming back to us on this one. 

      As it's been over 14 days, we can take a closer look at tings for you but in order to do that I'll need to confirm some information with you to pass security. 

      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, 

  • Laurz's avatar
    Laurz
    Tuning in
    14 days ago

    Im having the same issue. I was sent a new deal contract on 07/03/25 as my current deal had come to an end.  I have been trying to accept it but Virgin Media seem to have no record of sending me this contract and dont seem to want to honour it. I have it in an email from them which the advisor sent to me. Ive been ringing, WhatsApp chatting and webchatting and have wasted hours of my life talking to staff who havent got a clue whats going on. Now they are disconnecting me next month. I havent agree that and dont want to be disconnected! I just want to take up the new deal they offered!! Theyre a nightmare! Ive asked to make a complaint and still got no where. Now im going to the ombudsman but come April ill have no services thanks to Virgin.