I have accepted a contract renewal offer. The WhatsApp team support asked me to wait 6-7 days for it to be updated in my account, but it has been 8 days there is nothing updated on my account. I did receive some pre-contract documents, but the order confirmation email sent to me is just a completely blank placeholder email (attached). Is the offer a false advertisement?

Hey Harry_hz,Welcome to the Community Forums and thanks for the post.Sorry to hear you have been having this issue with your contract, I would like to be able to look into this with you, for me to do so I will need to confirm some information in a quick private message, if you have not used this feature before you can access it via the envelope at the top of your screen.Joe

Virgin Media Contract Renewal not updated, email blank

23 Replies

Joseph_B
Forum Team (Retired)
2 years ago
Hey Harry_hz,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your contract, I would like to be able to look into this with you, for me to do so I will need to confirm some information in a quick private message, if you have not used this feature before you can access it via the envelope at the top of your screen.

Joe
taylorjoanna
Joining in
2 years ago
I've been receiving emails to say I haven't paid my broadband account there was a problem with my direct debit plus I've been receiving texts via my (new O2!) mobile number yet when I logged on today to my Virgin Media account it said my account is paid and up to date and everything is fine.
Last month I was charged a late payment fee for my new/transferred O2 mobile bill as I was being spammed with various odd differing texts asking me to input my bank details and by the time I sorted this out I was penalised for being cautious and careful!
Has anyone else started to have these spam/payment issues since 'O2' got involved?
I never had any problems before and I've been a Virgin customer since 2005.
PS I will be leaving Virgin full stop as I'm moving away from the UK within the next couple of months so it's not worth my time setting up new services ....
- Robert_P
  Forum Team
  2 years ago
  Apologies for the messages and emails received, as you have advised and are aware, these are phishing emails. We have help here for emails of this nature, when you're nearer to the date of moving give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. This would need to be 30 days notice.
  
  Rob
  - taylorjoanna
    Joining in
    2 years ago
    Dear Joe or Robert or everyone else!
    Are you just another artificial intelligence BOT monitoring and replying to this post?
    Or are you an actual real life person?!
    
    If you are then you have my phone number and I look forward to hearing from you....
    If not then I've being paying your Virgin Mobile salary since 2006 so I ain't very impressed!!
Duckwantbread
Joining in
2 years ago
I renewed my broadband contract today and the exact same blank "confirmation" was sent to me, will be interesting to hear what the outcome of this is.
Furthermore despite the offer I accepted claiming that I'd double my broadband speed (from M125 to M250) when the new deal started I've looked at the pre-contract documents sent alongside the confirmation email (this one did have my name on it) and the speed seems to be unchanged at M125.
- Martin_N
  Forum Team
  2 years ago
  Hi Duckwantbread,
  
  Thank you for your post and welcome to the community.
  
  Have you had an emails regarding the upgrade?
  
  Please check your spam inbox.
  
  ^Martin
  - Duckwantbread
    Joining in
    2 years ago
    Hi Martin
    Since accepting the renewal this morning the only email I've received is the pre contract and this confirmation email which looks to just be a blank template with no actual info:
peterhull90
Tuning in
2 years ago
Hi Everyone,
I had the same thing as harry_hz and duckwantbread - I responded to an email from VM about an offer, went through the process on the website and received some contract documents and that blank/template email. But my latest bill shows nothing has changed. I don't think it was a scam as everything was on the VM website and I didn't put in any bank details.
Since then I've tried to get in touch via chat/whatsapp - the first time I gave up after waiting an hour, the second I initiated the chat at 5:30 and they finally told me they were ready to chat at 9:20 then closed it when I didn't respond within a minute or so.
Can someone tell me how to sort this out?
- Paul_DN
  Forum Team
  2 years ago
  Hi peterhull90,
  
  Thank you for reaching out to us in our community and welcome, sorry to hear you also received a new contract offer which was blank, So I can have a look into this for you I will send you an invite into a private chat, once received please click on the purple envelope to accept.
  
  Regards
  
  Pau.
  - peterhull90
    Tuning in
    2 years ago
    Hi Paul DN,
    I haven't had any purple envelope yet, where should I be looking?
    Unfortunately I can't phone you during my work hours, and evenings you seem to be too busy. I've got some time off this week so I might be able to try then.
- aluminium92
  Joining in
  2 years ago
  how did you get this resolved?
  
  Jake
aluminium92
Joining in
2 years ago
i am having this exact issue as well. Just got an email saying 25% off from email@em.virginmedia.co.uk. clicked it, shown me a new package, sent me a precontract document from vmteam@virginmedia.co.uk. Then i accepted, and now my upgrade page is just showing .
Phone sales cant see my upgrade or customer services.
The email i got from webteam@virginmedia.com looks like

Dont know what to do now...

please help!
Jake
- Chris_W1
  Forum Team
  2 years ago
  Hi aluminium92, thanks for the message and sorry to hear that you are having issues with the order.
  
  Can you confirm if you get the same issue on multiple browsers and if anything changes once the cookies are deleted?
  
  If the same issue arises please contact the customer services team on 0345 454 1111 so that they can apply the package change.
  
  Chris.
  - carl_pearce
    Superstar
    2 years ago
    Chris_W1 wrote:
    Hi aluminium92, thanks for the message and sorry to hear that you are having issues with the order.
    Can you confirm if you get the same issue on multiple browsers and if anything changes once the cookies are deleted?
    If the same issue arises please contact the customer services team on 0345 454 1111 so that they can apply the package change.
    Chris.
    It's the format of the email that's broken, nothing to do with which web browser is in use (Happened to me also).
Andh1
Joining in
2 years ago
I have had exactly the same issue as Harry_hz. The pre contract documents were emailed to me, along with the blank order summary, on 31/08. My account doesn't appear to have been updated. To my surprise, I had another email on 14/08 inviting me to renew my contract.
Metroman
Joining in
2 years ago
I also have had the exact same problem, when I tried to resolve via phone this all I got was an more expensive offer than the online ones and eventually cut off when I persisted in querying what was going on. It’s almost as if it’s deliberate on VMs part.
LewisKR3
Tuning in
2 years ago
I've had the same email twice, but my contract is coming up for renewal next month.
Accepted the online offer and received confirmation email but no changes.
Has this been a scam?!
- Adri_G
  Forum Team (Retired)
  2 years ago
  Hi, LewisKR3.
  Thanks for posting here, although we're sorry to hear you're having issues with your deal renewal.
  
  We can advise that if this nw deal was ordered by our email link or online from your VM account there is not need to worry for scams, however we'd like to know a bit more so to help with your issues.
  
  Can you please advise what date your contract was confirmed to take effect (start date) and did you have any new equipment that we need to send to you and install it along with the new package?
  
  Share more on this and we're eager to advise further and assist you.