Forum Discussion

DollyBlue's avatar
DollyBlue
On our wavelength
6 months ago

Renewed my Contract

Can any of the Mods on here help please?

I took up the Time to Renew your contract offer on 9th July 2024 that was showing on my online account.  It also said it was giving me the same Virgin Plan that I have now.  I was happy with the amount quoted but I wanted to check that I would still have TNT Sports and the 2 additional boxes for that price as I couldn’t see it on the new contract that had been sent before I agreed to it.

I phoned up and after spending an hour trying to explain this to various people, I was eventually passed through to the Retentions Team and a lovely helpful person (I have her name) said to agree to the new contract and she would put a note on my account that I was happy with the price but was worried in case I lost TNT Sports and the additional boxes and what to do if this happened.   I accepted the new contact and have been sent a copy and an order number but that was 3 weeks ago.  My online account it’s still showing the Time to Renew messages and my recent bill is still at the old price.  Can you help?

  • Lee_R's avatar
    Lee_R
    Forum Team
    6 months ago

    Hi DollyBlue thanks for posting and welcome back to our community.

    Sorry to hear your agreed package has not yet been applied. And for any concerns this may be causing you. I'd love to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

  • DollyBlue's avatar
    DollyBlue
    On our wavelength
    6 months ago

     

    Thanks.  When I can view it, I will give it my personal attention 


     I am in tomorrow between 8:00am and 4:00pm, that's if I don't get to see it tonight.

    This was the last message I had from Lee_R from the Forum Team on Friday August 2nd.    I have not heard anything since.  Not sure what I should do at the moment as he had been looking into it for me  through several emails and attachments.

    Hope one of the Team can help?

    • Robert_P's avatar
      Robert_P
      Forum Team
      6 months ago

      I can see my colleague has picked this up via Private message, DollyBlue 😊

  • DollyBlue's avatar
    DollyBlue
    On our wavelength
    6 months ago

    A big thank you to Molly, Beth and Lee from the Forum Team and everyone else involved for all their help in sorting this out for me.

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      6 months ago

      Hi DollyBlue,
      We're happy to hear this is resolved :).

      We'll pass your thanks on to those members of the team.

      If there is anything else we can help with, please pop back to us and we'd be happy to help.