Forum Discussion

Brentc's avatar
Brentc
Tuning in
6 months ago

Problem with new contract

Hi. I’ve recently come to the end of a contract. I did the online chat to cancel and whilst I was on I was on the website and signed up for a new deal so ended the cancellation chat. I was sent a contract for £60/month. My account says my next bill will be £124/month. There’s no way I will be paying that. Obviously there’s no one to email to discuss this with. Virgin should honour the new contract that I’ve been sent. Please could you help with this or send to someone that can. Much appreciated. Regards. Brent

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    6 months ago

    If you are within the 14 days just cancel.  Walk away and go elsewhere

    • Brentc's avatar
      Brentc
      Tuning in
      6 months ago

      Thanks but I don't want to cancel I want to go on the £60/ month contract that I have been sent. Brent

      • Kath_P's avatar
        Kath_P
        Forum Team
        6 months ago

        Hi Brent, 

        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 you're having issues with getting a contract that you agreed to applied. 

        If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

        As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

        Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

        Thanks,