Forum Discussion

Stonehenge's avatar
Stonehenge
Tuning in
8 months ago

Renew online ,what happens next

On 8th January, I logged into my VM account online to be reminded my contract ends 3rd February 

I took up the offer to renew for 18 months, at the same price and received a pre contract document and a contract summary sheet . 

I called to find out how to accept and was told to wait fourteen days for something to show up .

I have received my next bill and the amount does not match .

 I was expecting to pay what I had agreed to when renewing my contract  There is no online confirmation of me renewing my contract 

Does it kick in on the date that my present contract ends ?

I have seen other people get help with this matter and can forward the  order reference number and details of the contract offer I can provide if needed

Can anyone help? 

Many Thanks  from a long standing customer 

 

 

8 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    8 months ago

    It sounds like you didn't complete the acceptance process online for the new deal.  When I did this in December it all went through within 24 hours.  Is there an acceptable new deal showing online for you now?

    • Stonehenge's avatar
      Stonehenge
      Tuning in
      8 months ago

      Good morning Graham ,

      Thanks for taking note of my post

      I didnt find anywhere to accept ,tried to reply to the pre contract email,s to the web team which came back as unsent .  

      At the moment I am trying to catch up with Daniel-Et to go through security . Which from what I gather has to be completed within five minutes

      After that I hope it will be plain sailing lol

    • Stonehenge's avatar
      Stonehenge
      Tuning in
      8 months ago

      now after a whole day of talking to daniel,a new one has activated itself  at three times  the price .and much more than what they swapped it to . should have left 1at the £131.00 pound .but the contract said ,Ohh dear , dont know what to do .

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team (Retired)
    8 months ago

    Hi Stonehenge 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the situation you find yourself in 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Thank you for your support Graham_A 👍

    Regards,
    Daniel

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team (Retired)
    8 months ago

    Hi Stonehenge, thank you for speaking to us via private message.

    If you have any further issues or queries, please don't hesitate to contact us.

    Regards,
    Daniel

  • Stonehenge's avatar
    Stonehenge
    Tuning in
    8 months ago

    omg ,,it is now three times the price and they have activated the contract , I am so upset ,sat here in tears .

  • Stonehenge's avatar
    Stonehenge
    Tuning in
    8 months ago

    Dialled 150 and got Prajawal a really decent bloke .

    He explained it to me and  hopefully all will be well .