Cant confirm new contract

[Hezza86]

I have just come off the phone to retentions and been offered a new deal/18 month contract which Im happy with. 

Ive had my new account summary emailed through then got a text to view and consent to my contractual document but when i type in my name and do the verify bit and hit go it just brings up the same page with my surname scored out in a red line.... so I cant confirm the new contract. 

Ive tried it on my laptop aswell and still get the same issue as below... any help!

[Matthew_ML]

Hello Hezza86,

 thank you for reaching out and I am sorry to see these issues. 

Please can you let me know if you type it and press enter will it allow you to proceed? 

Sometimes it can take up to one hour for the order to go through, this could be another reason why it got this message. 

Please do let me know what happens. 

Thanks 

[Hezza86]

Hi Matt,

If i verify again and hit go again it just recycles back to the same page with the red line through my name. 

Ive had my "all sorted" email through from virgin with my new contract details. and next bill details. 

But still cant do this bit. 

Heather

[用心棒]

Have you tried capitalising the first letter?

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[Hezza86]

Yeah 

I've tried both with and without the capital first letter and with it and I've tried all caps. 

Makes no difference at all.

[Hayley_S]

Hello @Hezza86,

I am sorry that it is not working for you.

Now it has been over an hour, can you please try doing it again for me?

Let me know what error message comes up.

Many thanks,

[newapollo]

Same issue with another customer <<< here >>> 

[Hezza86]

I have tried again and it's still not working. Same problem and it looks the same as my first picture.

Heather

[Hayley_S]

Hello @Hezza86,

Thanks for the confirmation.

I will send you a private message now, so I can see what more we can do to help.

Please look out for a purple envelope, it should appear at the top right of the page.

Many thanks,

[dduk100]

My mum is having the exact same problem. Type in our surname, click the robot box, hit Go and it just comes back with a red line through it. I've just tried it on my laptop too and it still doesn't work on there either.