Forum Discussion

woodsey1982's avatar
woodsey1982
Tuning in
2 months ago
Solved

Upgrade offer accepted but not processed

I'm coming to the end of my initial contract. This is due to end tomorrow (20.02.25) - back in December I logged into my account and was prompted with an upgrade offer, this offer was for the same package I'm on currently at price I was happy with. I accepted the offer online and received confirmation of my order and a separate email with the contacts attached. I received an email in the last few days which told me that my contract was due to end, so confused I logged on to see that I had another offer (although this one removed some channels and increased the price). I spent 3 hours this morning on a live chat to be told that my original offer doesn't exist and the best offer is considerably more than I was offered. I have a contract between myself and Virgin which now hasn't been fulfilled. Any advice?

  • Daniel_Et's avatar
    Daniel_Et
    2 months ago

    Hi woodsey1982, thank you for your posts.

    We're sorry to hear about the poor experience you've had 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    Regards,

    Daniel

  • Gordon65's avatar
    Gordon65
    Joining in
    2 months ago

    Can’t really advise other than to say the exact same thing happened to me and I got nowhere trying to get the deal offered to me online. As the same thing happened before our previous re contacting 18 months ago we just decided to cancel the television and landline and will in all probability cancel the broadband next time. 

  • IoanaNeacsu's avatar
    IoanaNeacsu
    Superfast
    2 months ago

    Have you tried to give them a call and just tell them the whole story and that you have a contract received from them? I mean that contract you received by email couldn’t have disappeared into the cloud, someone from Virgin must have access to  it. And as long as you have everything stated into the contract, start date, end date, package and channels included then happy days. Probably that email that said that your contract is due to end it’s just an automated system one, separate from the one with your new contract. I know it’s frustrating and no one should have these issues but honestly it happened to everyone even with other suppliers (not only tv and broadband) to receive emails about an issue after that issue was solved.

    • woodsey1982's avatar
      woodsey1982
      Tuning in
      2 months ago

      I've contacted their chat option and the advisor has told me that the offer doesn't exist anymore - even after sending them both the agreement and the contract emails. My work hours make it hard to get them on the phone (but I can message from my mobile) but I'll maybe try them this evening.

      • roy247's avatar
        roy247
        Superstar
        2 months ago

        If you have copies of the emails I would wait for one of the forum team to respond which is usually 2 to 3 day's and they will ask you to send them copies or screenshots of the deals offered. I had a similar experience and a member of the forum resolved the issue. 🤞