Problem with extending contract

I was supposed to cancel my services on July 7th, but on July 4th received an offer to extend for 25 GBP per month which I accepted (Contract information sheet number: [REMOVED]). I confirmed with Martha in customer service (disconnection team) that it's approved and there will be no disruption in service.

On 7th my service was still disconnected, and I was informed when I called that it may take 72 hours to set it up again.

Later in the day I had a visit from Sales Team to tell me that they don't see any information about me extending the contract, I am just no longer a customer. They have made me believe that instead of waiting to extend which won't happen, I should start a new contract with them on the spot. They have promised to match my extension offer of 25 GBP per Volte M350 and send new router within 24h, but I received a contract for 29 GBP and installation date for July 10 (Contract number: [REMOVED]). He even told me I should receive next generation router - 4th generation at least. Of course, he was not honest with us, and we received the Hub3.

The salesperson said I need to create a new account, but I can't use my email because it's already used by another account (yes, me!).

I am very unhappy about how the extension deal has been handled and that I can no longer just continue services as confirmed but have to set it up again.

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Can someone have a look at my case (C-0707256388) and proceed with:
-Match my extension deal of 25 GBP per month as offered (Contract information sheet number: [REMOVED])
- Dispatch return box for my old router since I have to have new one
- Release my email address so I can create new account (I mean please connect my new account number to my email address from the contract)
- During a call with customer team on morning 7th (before the salesperson visit) I was also offered 25 GBP credit to my account as good will for the inconvenience (Complaint reference: C-070725274)

Hi boseschuler 

Thanks for posting and welcome back to the community.

Sorry to hear of this experience. I'll send you a PM now to help.

For community members interested in a solution:
John quickly and politely resolved the issues:
- Matched my extension deal of £25 per month as offered. - Confirmed that the salesperson had done so and the rolling credits were added.
- Returned the dispatch box for my old router since I have to have a new one. - I received the email that the box would be dispatched within two weeks.
- Released my email address so I can create a new account (I want to connect my new account with the email address from the contract). - My profile is back with the new account.
- During a call with the customer team on the morning of July 7th (before the visit from the salesperson), I was also offered a £25 credit to my account as good will for the inconvenience. - From that moment on, Virgin Media's approach changed, as they began blaming me for the entire situation (instead of their consultants, who had misled me). I was rudely informed that £25 would be added to my account as "last goodwill ever" with a note on my account. This sounds like I have been added to Virgin Media's blacklist, and it doesn't seem fair.

Additionally, internal feedback was sent about what went wrong, so hopefully some of you will not have similar experiences in the future.