Problems renewing my contract

Hello,

I am now in May 2025 having renewed my contract in April 2025 as it approached the end of contract. Followed the instruction to renew  my account online and received confirmation of new contract. Following renewal in April I noticed that nothing was updated in my account - no mention of the new account.

I contacted Virgin on messaging 3 times and they said everything was fine and they kept confirming that it will be updated online within 48 hours. Nothing happened. 

Then my online account stated that my contract had expired and there was no mention of the new contract that I had agreed on 7th April 2025. FYI the Contract summary sheet number was 100316450368 18 months.

 I contacted Virgin again on 13th May online messaging and spoke to Anushree. She looked into the situation and said my contract has expired and said she could open a new contract as she couldn't find details of the previous account. 

My bill currently states that I have to pay £59.62 at the end of this month. The contract I had agreed on 7/4/25 was for £31.11 per month for 18 months.

Anushree arranged a new contract yesterday for £32 per month for 24 months (broadband Volt M250 and phone) which I agreed to accept to get the business settled. 

Now today looking at my account/contract online is still says my contract has expired and direct debit set for £59.62.

Is it possible to check this and see whether I have a contract or not? If I have a contract please advise the payment schedule from this month. According to Anushree my schedule will now be £22.72 26.06.25 , although it will actually be £0.00 because I have a £22.72 credit, then £31.11 28.07.25. Please also advise the payment amount for this month. 

I would like to be able to see this information in my online account.

Thanks for your help and look forward to hearing from you. 

Kind regards,

Roger.