Hi
on the 24th October I agreed a new contract, got the paperwork from virgin but now there seems no sign of my new contract and can’t speak to anyone about it as it seems the people on the phone don’t have the same access as the web team.
ive just got a bill come in which is a lot more than the contract I agreed online.
how do I get thi sorted out?
thanks
brett
This would appear to be happening a lot judging by all the similar post on here.
I'm in the same position too, starting to wish I just gave my 30 days notice to cancel now especially after I was offered a really good deal for Sky Stream.
Hi brett,
any regrades requested over the phone are usually updated immediately unless they require new equipment to be sent out, in which the regrae won't be completed until the new equipment has been activated.
Regrades requested by any other method can take up to 14 days as they are processed manually by a back office team.
All I want to be able to do is talk to someone who can actually resolve this, can it really be this hard. The online deal is a good one but now at the moment I’ll be paying about £40 more than I should be at no fault of my own. Please just sort it out and ensure I get my refund for the over payment
Absolutely wasting my time put in a complaint and as usual I get the normal response saying they tried to get hold of me then they go totally off subject, I’m so fed up with this company, I’ve written to someone on the executive team that helped me last time with my mothers account when.
all I want to do is get an answer god how hard can it be🤷♀️🤷♀️😡😡😡😡
Hi brettbrtsk,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having issues with getting a contract that you agreed to applied.
If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. Until then, your billing will continue as normal.
As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them.
Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you.
Thanks,
So mean while I’ll be paying over £40 extra, can’t believe there is no one to discuss the situation with, unbelievable way to run a company so much for customer service?
Have you managed to get these issues sorted with an agreeable solution?
I got my pre contracts on the 22nd , still not got the proper contract , the app still says £50 is coming out tomorrow even though the advisor on twitter said it'll be£17.76 then the £36 a month I agreed on , virgin seems to be in a real mess nowadays
Exactly the same as me, pre-contract documents sent but now VM can't see anything pending on my account.
Sadly this has been the final straw, I will now be leaving when my contract expires.
I just got another email stating that the new contract is going through and what my new payments will be. God they make it hard work they really need to work on communication and being able to talk to someone connected to the web offers.
I agreed to renew the contract too, but I've got two orders for the same amount. Good luck getting any clarity for the "customer service" team. I've even had a member of retentions question how I was offered this price as it "shouldn't be the case". On the My Virgin upgrade area within my account, you offered it, I accepted, so should be job done and easy to process. Nope..
Last time I had to get my sister involved as she's within management on the TV side, but people shouldn't have to. That was when they kept turning up, spraying more paint on my driveway and then not doing the install. 3 months later.
