Cancelled but sent pre contact email?

[Raffy1]

Hi, i cancelled my broadband last Thursday, via whatsapp, due to the price rises. I received a confirmation email stating my service will end on the 25th of march 2023 but yesterday i received another email with pre contract documents containing a new contract, which i haven't discussed with anybody from virgin media, Is this just an offer for me to consider?

[Adri_G]

Hey Raffy1, thank you for reaching out on our help forum and a warm welcome to our community.

We're sorry to hear of this confusion caused by our communication received about the cancellation and a new package, we'd love to best assist with that.

Can you please confirm if you've contacted us or received any calls after the time you cancelled your services over WhatsApp, just to be sure?

Also, is the email received stating this is a contract copy and advising the details (services and monthly rate) for a new deal and are there any dates confirmed or any other useful info in regard?

You may as well attach a screenshot of this here if you like (just make sure we can't view any personal details on it) so we can view more.

Please, kindly let us know and we're happy to support you.

[Raffy1]

Hi Adri_G 

I have neither contacted virgin or received any calls from virgin since i cancelled my service. An hour ago i received another email thanking me for making changes and my new contract which I haven't authorised, although i am happy with. I'll attach screenshots to show.

 

 

 

 

[Adri_G]

Hey Raffy1, thanks for the reply and for providing these.

I'm sorry to see this, eager to help further by having a look into it for you as soon as possible.

For this, I will send you a PM here shortly.
Please, check the top right-hand side of our page to find a purple envelope.
Click on this and you'll see my message.