Forum Discussion

sr16's avatar
sr16
Joining in
24 days ago
Solved

Online renewal not showing after 14 days.

Hi I renewed my contract via the virgin media app on 26/9/25.  I have had many issues when coming to renew my contract previously using chat & on the phone. Was hoping the app would be a smoother process, but this looks like it is not as straightforward! I understand it can take up to 14 days to process the order but still nothing is showing. Hoping someone from virgin media can reach out to help.

renewal
  • Ayisha_B's avatar
    Ayisha_B
    24 days ago

    Hi sr16 👋,

    A warm welcome to our Community Forums and thanks for your post. 

    Sorry to hear that there's not been any update to your contract renewal. 

    It can take 14 days to process but as there doesn't appear to be any movement for you, I will pop you a PM now so we can take a closer look into this for you.

    I hope to hear from you soon 😊

2 Replies

  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    24 days ago

    Hi sr16 👋,

    A warm welcome to our Community Forums and thanks for your post. 

    Sorry to hear that there's not been any update to your contract renewal. 

    It can take 14 days to process but as there doesn't appear to be any movement for you, I will pop you a PM now so we can take a closer look into this for you.

    I hope to hear from you soon 😊

    • Colin_Robinson's avatar
      Colin_Robinson
      On our wavelength
      23 days ago

      Hi,

      I'm having the same problem. I accepted an online offer on the 29/09/25. I received 2 emails, one with an order reference number, and another with two pre contract documents. There's been nothing since.

      I checked the account to see if there has been any progress and nothing. We have actually just had a bill generated with the higher cost of our old contract.

      I thought the online process was going to be a lot easier, and I was happy with what I've been offered, but now I'm stressed. Can any of the Forum Team help me?