Forum Discussion

Kwatkins11's avatar
Kwatkins11
Settling in
3 days ago

Weborder issues

Hi all,

I recently contacted Virgin to cancel my renewal (due to the massive price hike) and was then offered the usual renewal offer through the chat function to make it more affordable.

I decided to decline this as it was still too expensive, but then got sent a renewal through the "weborder" team that I ended up accepting.

Several conversations later, this still hasn't been updated on my account (it's now gone past the 14 days they advised to wait) despite having the order confirmation email and contract details in my emails!
Totally archaic systems which now means I'm left uncertain whether I have entered into a new contract or not!!

Can anyone shed some light on outcomes they've had from this situation please?! 

4 Replies

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      3 days ago

      Hi Kwatkins11, 

      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 an offer that you accepted, 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. If you've not yet received a new contract, this would suggest the team had issues applying the offer. 

      As these offers are online exclusive, us, the Sales or Customer Services team won't have visibility of them. When going online, is the offer still available? Did you receive some pre-contract documents and then accepted the terms and received an order confirmation after this?

      Let us know so we can help further. 

      Many thanks, 

  • Kwatkins11's avatar
    Kwatkins11
    Settling in
    2 days ago

    Hi, the offer is no longer available as it says I have already completed the order.

    I received the precontract documents and the order confirmation email too.

    I received an email today from Virgin media websales saying I needed to contact the team to provide some further details but when I called they said I could not do anything because the 14 days wasn’t up, which makes no sense?!

     

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 days ago

      Thanks for coming back to us Kwatkins11. I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L