Problem renewing my contract

I've been with Virgin Media (VM) since Nov 2023 and contract ends this month. Back on 6 April I accepted the "renew now" offer in my online account. This would be an 18 month contract for the same package but at a slightly increased amount. VM emailed me the contract on the same day, 6 April.

I've contacted VM twice and the employees have said the same thing - they cannot find anything about the new contract. Both have tried to offer me a much more expensive package with reduced broadband and TV options. When I said I couldn't accept that, I was told to wait until next month to find out if VM will honour the contract agreed back on 6 April. 

My online account is showing my next bill on 1 May will be for £84.19. This would be in line with what I'd pay if my contract ends and I go into a rolling 30 day situation. Virgin Media had agreed a contract with me back on 6 April that my monthly cost would rise to £37.78 and stay that amount for 12 months before rising to £41.28.

Genuinely, I do not know why renewing my package is so complicated and why Virgin Media appears unable to tell me if the contract we have agreed will actually be put in place.

I hope someone can advise on what I should do.