Forum Discussion

Anonymous53's avatar
Anonymous53
Settling in
29 days ago

Pending Contract

I agreed a new contract to start 08-07-2025 when my present deal ends.  I have phoned explaining to the agent I wasn't happy and she told me that to get the payment to the correct figure quoted she would need to start the contract from June 2025 . I didn't get any email confirmation or able to see this showing on my online account I logged a complaint.

Today the complaints department rang and after a long conversation she offered me another deal which was £3.00 lower than my previous deal so I excepted. I can see all the contracts online but am also still seeing this pending contract how can I get that cancelled?

11 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    28 days ago

    Hello Anonymous53 

    Thanks for posting and welcome to the community. Sorry to hear of this experience.

    We don't do package changes via the Forums, so please call the team on 150 / 0345 454 1111 option 4. 

    They'll be able to ensure you're on the best package that suits your needs.

  • Anonymous53's avatar
    Anonymous53
    Settling in
    28 days ago

    Thanks for the reply John_GS I am happy with my package offered but I can still see the pending contract on my account for 8-7-2025 and want to know to remove it. I don't want it to activate.

     

     

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      28 days ago

      If you speak to the team on that number, they can do it :).

  • Anonymous53's avatar
    Anonymous53
    Settling in
    28 days ago

    Hi John_GS

    I did phone as you suggested but they told me they can only see the contract agreed today and not the pending contract so we're unable to help sort it out

     

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      28 days ago

      Sometimes contracts do not generate until later on,

      For example if you made this new contact online it can take up to 14 days for it to activate, 

      We are not able to see pending contacts if you have done this we need to wait the time frame.

  • Anonymous53's avatar
    Anonymous53
    Settling in
    28 days ago

    Hi Matthew_ML

    The pending contract was done over the phone.

    Also I can't understand why I can see it on my online but your call centre are unable to see it?

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      28 days ago

      When was this done?

      Has this new contact started?

      When we say pending is this a contact you agreed to thinking about it?

      If its showing on your account its most likely already started. 

  • Anonymous53's avatar
    Anonymous53
    Settling in
    28 days ago

    Hi Matthew_ML

    Thanks for the reply.  The Pending contract which is showing online was taken out on 12/05/2025 by phone.  Start date 08/07/2025.

    When the documents were sent via email it was showing the first payment higher than I had been told. I phoned the same day and the agent I spoke to said she needed to changed the start date to 08/06/2025.  I logged a complaint at the time of the phone call.

    Yesterday the complaint department phoned . I was offered a new deal which would start that day 10/06/2025 as this was a lower price I agreed to this deal. This is now showing on my contract page of my online account. 

    As I mentioned to my first post the Pending contract for 08/07/2025 is still showing on the contracts page. 

    I seem to be going round in circles if I can see the contract why can't the agents at the call centre?

    I just need help in how I can make sure the pending deal is cancelled and will not activate

     

  • Anonymous53's avatar
    Anonymous53
    Settling in
    6 hours ago

    Update on previous post

    I checked my contract page this morning and can see the contract of 08/07/2025 marked as accepted (no longer showing as pending).  Why has this contract changed from pending to accepted if Virgin Media support say it's not showing on the system?

    I just need confirmation of what contract I have signed up for?

     

     

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      3 hours ago

      Hello Anonymous53.

      When customers renew contracts online, it goes to a team that applies these manually. We then only get to see them once it's been activated.

      I'm happy to check your account and see what's happening.

      If you don't mind, I’ll need to send you a private message to pass security. 
      If you can check the logo top right of your screen, that would be great. 
      Regards     
      Gareth_L