Hello
I was offered an online renewal which I accepted and submitted.
I received emails with the details of the new contract.
However I can't see any changes on my online account, and the online chat people have said that the renewal has not gone through, although it was unclear why it hadn't.
Can someone check if the renewal has gone through please.
Thanks in advance.
Matt
Hi Matt,
The frontline agents don't have access to see or process online renewals or package changes.
When renewing subscriptions/agreeing a new contract over the phone then the changes are made immediately (unless the change also involves new equipment, in which case that won't complete until you've received and activated the new equipment)
Changes made by any other method can take up to 10 working days as the changes are performed manually by a back office team. Has it been over 14 days?
Doing anything online with VM is the slowest route. The opposite of anywhere else.
Hi
No I had assumed online renewal would be immediate. I will wait and see what happens.
Forum TeamHey haynesm1966,
Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your online renewal. As newapollo advised that it can take up to 14 days to be fully completed on your account. When did you process your renewal request?
Kind Regards,
Steven_L
Hi Steven - thanks for your response.
It was the 20/7 - I'll wait and see what happens.
Maybe there should be some indication that this takes some time to action the renewal (or I missed this?), I assume most people would assume that it would be automated on online submission.
Thanks Matt.
I renewed via chat message a few days ago and got a fantastic deal. Renewal started next day and i got my Renewal emails almost instantly. My new contract price took a few days to show up on my virgin media.
