Renewal Contract Not Activated - 15 Working Days Later

Hello,

My first 18 month contract with Virgin Media was ending on the 2nd February 2025 so on the 26th January I checked my VM account on the VM website to find a Renewal Offer was being made at a very reasonable price with the assurance that I wouldn't lose anything from my package. After reviewing and agreeing to the offer, I agreed to the T&Cs and placed the order. A message on the screen told me "Done! You've changed your package" and that "Good things are coming your way soon..." Great!

However, this renewal contract (that I have the order no. and css no. for) is yet to be activated and despite numerous calls to Virgin Media through their landline 150 number over the last couple of weeks (which resulted in me being assured by all that the new contract could be seen on the system and that I just had to wait for it to be activated) I have now been billed for over twice as much as the new contract price and the money has gone from my bank account. It has been 20 days since I agreed to the renewal offer (15 working days).

I am so disappointed and frustrated with my first VM renewal experience. As advised, I have remained patient and waited for the Back Office team to process my online renewal contract, all the while suspecting they wouldn't. I have spoken with somebody in Retentions this morning and they have apparently sent a message to the Back Office, but she could not guarantee when the Compliance Team will deal with the issue. So, once again, I wait, and no doubt will be having to chase this again.

Is there someone who can help me resolve this issue today? This renewal process experience has honestly left me feeling battered and I cannot face yet another follow up call.