New online contract is not accepted

Staff here cannot deal with contract matters. They can help you to create a formal complaint, if you believe that might help. 

It's a common complaint on here that contract renewals go wrong. Remember you have 14 days to cancel a new contract. 

Thank you for your advice. Do you know if there is a chance that the contract I signed up to online (I have an email with my virgin media order and an email with a pre-contract documents) will be accepted? Otherwise I will have to pay over £150 in 9 days (as my original contract runs out). Any idea what my options are?

If you have a contract with a price that you accepted, then you should be able to insist on it. Do you have written evidence that they received your acceptance? 

What has happened in other cases reported on here is that VM subsequently said they never received the acceptance and that offer is no longer available. The customer then has to take the new higher offer or go elsewhere. Does that sound familiar? 

I have the same problem, my contract with Virgin is coming to an end in April, took the online deal, received a pre-contract document (no mention when it will implement), and not sure whether it is consider legit as it is not showed on my virgin account website and is still showing the old contract. Will anyone know the pre contract is legit? If not i will have to cancel and look for other provider.

Thank you both! How awful that this is a common occurence! I received a pre-contract document, with a contract summary sheet including a date and amount of my new bill (thanks Jan_L for reminding me to check) and an email confirming my order (incl order number). So I feel safe to a point that I can fight it if they dont want to accept it. Awful though that customer service on the phone tried to sell me a more expensive deal just to make sure!

Thank you for your help!