Forum Discussion

alanhjames's avatar
alanhjames
Joining in
12 months ago

Why am I receiving a "pre-contract" email?

After browsing upgrade options on your website I have now received an email with 2 "pre-contract" documents.

I have not asked you to change my package or start a new contract. Why am I receiving these documents?

There seems to be nothing on your website allowing me to cancel or even see what this contract is.

I see other people have posted about receiving the same pre-contract emails that they didn't ask for.

Very underhanded of Virgin Media to allow people to sign up to new contracts without agreeing to them or even realising that browsing your website is some form starting a new contract.

I was browsing to see if I could reduce my monthly bill by a downgrade, I have to seriously consider ditching Virgin Media after this underhanded tactic.

Alan

  • Hi alanhjames 

    Welcome to our community forums and thank you for your first posts.

    Sorry to hear you received some pre-contract documents after browsing our website for some deals. We can understand your concern. To best look into this, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

  • I’ve had the exact same issue this morning. Just browsing, not checked out any order and received 2 pre contract emails as well. Can you contact me to resolve as well please. 

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi Lenny_S, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

      When you look at any deals/offers available to you, we have to send a pre-contract document. This is for you too look over and decide if you wish to go ahead. Unless you've then clicked further to accept, no changes will be made to the account. 

      To help put your mind at ease, this is something we can certainly check at this end for you but in order to do that I'll need to confirm some information with you to pass security. 

      I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks, 

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi Lenny_S, 

      Thanks for sticking with me via private message. I'm happy I was able to confirm things and get your mind put at ease. 

      You know where are if you have any further queries or questions. 

      Thanks,