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markgoldstein's avatar
markgoldstein
Joining in
6 months ago
Solved

Renewal Order Not Processed (Over 14 days)

Hi,

I accepted an email renewal offer on October 19th 2024 and received the pre-contract documents and an order summary on the same day. As of today (November 5th 2024), the order still hasn't been processed.

The end of contract statement in my account states that my current contract ends on November 10th. At this point I'm unclear if Virgin will terminate my services on that date, or if I'll pay an inflated monthly rate on a rolling basis.

Could someone please advise how best to get my new contract processed before November 10th?

 

  • HavencroftKev's avatar
    HavencroftKev
    6 months ago

    No confusion, same happened to me only to be told that the offer I received via email can't be honoured. 

    It's not confusion, it's incompetence!! 

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  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    6 months ago

    Hi markgoldstein,

    Thank you for your post and welcome to the community. 

    We're very sorry for any confusion with regards to the renewal you have advised. 

    We can certainly take a look into this for you. 

    I will private message you now. 

    ^Martin

    • HavencroftKev's avatar
      HavencroftKev
      Rising star
      6 months ago

      No confusion, same happened to me only to be told that the offer I received via email can't be honoured. 

      It's not confusion, it's incompetence!! 

    • mjb_123's avatar
      mjb_123
      Joining in
      5 months ago

      Same situation here, I received pre-contract agreement and documents on 18/11/24 but latest bill is not agreed deal price ..plus my account still says 'out of contract'  with a 'renew now' link at much higher price.

      @ Martin_N can you please private message me with details on how to resolve this. Thank you.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        5 months ago

        Hi mjb_123 

        Welcome to the Community Forums. 

        Sorry to hear you're also having issues with your renewal order not processing. 

        You mentioned you received your pre-contract agreement, did you consent to this when it was sent so the order agreed to be processed by the dedicated team?