a month ago
Hoping someone can assist.
I cancelled my services no problem over the phone on 19th Jan and received an email the same day notifying me of this.
The next day I received a call from a member of the virgin cancellation team offering me a new deal which I did accept.
(They already had all my details and just needed a verbal confirmation)
Now I have yet to receive any emails regarding an updated contract so was hoping someone could assist in seeing what was going on as there doesn't seem to be any changes on my account?
Have you looked at the contract section of My Virgin Media account.
I did yes and it still displays the original 2019 contract.
There is also no mention of an end date so I am unsure what the current status is?
Any orders processing in the order tracker?.
Sadly no I cannot see anything under orders.
Hang on here and a staff member will take a look at this for you.
3 weeks ago
Thanks for posting. My apologies for the delayed reply and the confusion with the order.
Some orders require 30 days notice to go through, this if downgrading or cancelling. Does this explain it?
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My bill today for March is at the higher number still.
However I did find an upgrade scheduled for the 21st Jan in the orders section.
Is the thinking that the new contract will start once the notice period i originally gave has ended?
Thanks for coming back to us. If a downgrade or change of service results in a 30 day notice period being needed, then potentially you'll be billed at the higher rate during this period.
When the account package goes through, then you'll see the changes 🙂