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MaffewE's avatar
MaffewE
Dialled in
2 years ago

Renewed contract, but not showing on my account, and package has not changed.

As my contract has expired, yesterday I negotiated a new contract by chatting with a Virgin Media representative via the webchat functionality on the Virgin Media website. I received my pre-contract documents, agreed to the new contract in chat, and later on received my new contract via email (attached to a 'Thanks for making those changes' email received around half 5).

However, at time of writing, my new contract is not showing on the My Virgin Media website - which still invites me to get in touch to renew my contract, and has no contract available to view. Additionally, the service changes that were a part of my new contract have not occured - for example, I can still view the kids channels (though kids pick should have been removed) and TNT sports (though this is not included in Mega TV).

When chatting with the Virgin Media representative yesterday, they said it should all be live and displaying in my account within 24hrs. It has been longer than this, and as I say, no changes have yet appeared.

The contract states a start date of today (Tuesday 16 April) , and if I check the 'My Orders and Appointments' section, there is a 'downgrade' listed, with scheduled date of yesterday (Monday 15 April) - though as I say, no changes seem to have yet occured.

Is there a reason why my new contract seems to not have been implemented? When can I expect these changes to occur? Are you able to check to ensure there are no issues with my account or new contract?

6 Replies

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 years ago

    Hi MaffewE 

    Thanks for posting and welcome back to the community.

    Sorry to hear of the confusion of the order.

    Normally online orders can take ten working days to apply.

    However with what you've said this isn't the case.

    You've mentioned a date which is today, so any work order change can take upto midnight on that date specified to go ahead :).

    If it's not done by then, let us know and we'll intervene :).

    • Adrian53's avatar
      Adrian53
      Joining in
      2 years ago

      I renewed my contract on the 26 March and it's still not on my account. Customer service web chat was an absolute waste of time , I have a contract for £68 for 18 months but nothing showing on my account . And when contacting customer support all  they are interested in is selling me a package for £95. I am just asking what was sold to me and what I was contracted for. I am getting fobbed off from one web chat to another and am back to square one each time . 

      • daz_city's avatar
        daz_city
        Joining in
        2 years ago

        same here. i already spent couple of days chatting and calling them. no results. 

    • MaffewE's avatar
      MaffewE
      Dialled in
      2 years ago

      Hi John,

      As of this morning, I no longer have access to the kids channels and TNT Sports. However, my contract is still not showing when I log in to My Virgin Media, and I am still invited to 'explore my renewal deal'.

      Are you able to check my account and confirm that the new contract has been applied, and that I will be paying the new reduced monthly cost going forwards?

      My new cost per month should be £82, with the first month's bill estimated as £61.25 due to a credit of £26.86 (to 'cover the changes up to the next bill period'). I can supply further details by private message if required.

      Additionally, can you confirm when I can expect my contract to be visible in My Virgin Media, and why it is not currently visible? I have tried clearing my browser cookies / cache, with no effect so far.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 years ago

        Hi MaffewE 

        It can take a while for the online account to update with the new contract information, but we'll be able to confirm that your new package and price is showing at our side should you have any concerns. 

         

        Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 years ago

    Thank you for joining me on private message MaffewE 

    Glad we were able to get this clarified and sorted for you today. 

     

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