Forum Discussion

Neiland67's avatar
Neiland67
Joining in
2 years ago

Pre contract agreement email

Hi,just wondering if anyone can help ,my contract is coming to an end in a couple of days so I was thinking of cancelling due to the huge price increase that would take place if I didn't cancel or renew,anyway on the My virgin media app I had a Renawal offer so I took a brief look at the offer which looked very fair all of  my current services plus a broadband speed increase from 250mb to 350mb for an extra £5.61 a month, I wasn't 100% sure if I was ready to accept it so I clicked back to the previous page on my account and thought no more of it ,however I received a pre contract agreement via email with a couple of pdf attachments one for tv and one for broadband, I wasn't sure why I received them so today I've been on live chat with an agent to see if they can explain why I've received this pre contract agreement and if the pdfs actually are offering me a new contract with all my existing services (tv) ,phone package and increased broadband speed at the stated price in the email for the next 18 months, the person on chat said they couldn't see anything on my account regarding any pre contract agreement email so couldn't help me,I copied and pasted the relevant information onto the chat to see if they could explain it and still they said they couldn't, my question is why can't the advisors on chat help me or simply tell me how to take up the offer if it is as it seems a decent deal,there is no way to click or sign nothing,and will it be definitely a new contract for the next 18 months at the price displayed on the pdfs,sorry for the rambling post it's just got me baffled

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi Neiland67, 

    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 there has been some confusion. When you click on a deal, before you can move forward, we would send pre-contract information. This is so you can check the contract before you agree to the terms. On the next page, it will ask you to confirm you're happy with the terms, and once this is done, the actual contract would then be sent to you. 

    Online offers through My VM, are not available via the team directly so this is likely why they were unable to see the order or offer. 

    If you would like to go ahead then you would need to sign back in to My VM and if the deal is still available then you can complete the process. 

    Keep us posted on how things go. 

    Thanks,