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Sheila5's avatar
Sheila5
Joining in
23 days ago
Solved

Renewal order not processed - 15 days now

Hi Virgin team,

I accepted a contract renewal offer price on the Virgin app on January 4th and received the pre-contract documents and an order summary by email on the same day. As of today my contract still hasn't been updated. I have an order number and the contract summary sheet reference numbers so could one of the Virgin forum team investigate for me and confirm that the contract renewal is being processed at the accepted price?

Thanks in anticipation.

  • Hi All 👋

    Just returning to this public thread to provide an update. Huge thanks to Sheila5 for PMing with me, and for their patience whilst we were able to get things sorted. 

    I'm pleased to report we were able to locate the contract documents needed to confirm the original package, have generated a new one to match the services included and added a hidden rolling credit to ensure the price matches that of the original contract. 

    A complaint was raised and has now been resolved, but if there are any further issues we will pick things back up where we left off.

    Thanks for your patience whilst we offered support with this! Glad to see it all resolved. All the best 🌞

  • Hi Sheila5 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about your contract change! It would be good to know how you took out the package with us - was this via My VM 👉 virg.in/myVM ? (Just as it can take up to 14 days for packages from My VM to finalise and process.)
    Either way, I will send you a PM to confirm a few account details and take a closer look at what's happening. You can find the PM in your Inbox ✉ in the top right corner of the page. 

    We can return to this public thread with an update when possible. Thanks for your patience in the meantime! 🌞

  • Hi Molly,

    I took up the offer on the My Virgin Media app. Thanks

  • Hi All 👋

    Just returning to this public thread to provide an update. Huge thanks to Sheila5 for PMing with me, and for their patience whilst we were able to get things sorted. 

    I'm pleased to report we were able to locate the contract documents needed to confirm the original package, have generated a new one to match the services included and added a hidden rolling credit to ensure the price matches that of the original contract. 

    A complaint was raised and has now been resolved, but if there are any further issues we will pick things back up where we left off.

    Thanks for your patience whilst we offered support with this! Glad to see it all resolved. All the best 🌞