Contract Renewal - Not Activated (help!)

Reading through the forums this seems to be a common theme.  I received an email inviting me to renew my contract at a rate of £72.88 (up a few pounds from current cost). This looked ok to me as it was for the same services (including TNT Sports - another common discussion point I see).  Once I clicked to renew I pretty much received email confirming the order followed by another email with the Pre-contract documents.  Everything looked fine.  I then received a bill a couple of days later showing the full undiscounted amount to be charge.  I then contacted via the webchat who claimed they couldn't see my renewal confirmation (depsite me having the contract summary reference numbers etc) and tried to get me to renew for a much higher cost.  After an hour online I then got disconnected when I asked to speak to a manager.  Then I decided to call the 0345 number, think I asked for retentions, again no joy and all i was being told is that I hadn't renewed as 'I hadn't clicked to accept' I asked what did I need to click on!  At this time after a lot of back and forth I was put through to retentions in UK and spoke to a lady called Nicky.  Nicky then advised that I had to wait 14 days as 'it's a very small team that handle renewals'.  I then asked how did I 'accept' the deal as shown on the pre-contracts summary sheets, to which the response was when I clicked on them originally that would have been my acceptance and that I am only seeing a straight PDF file now because I did that.

I'm really not convinced by anyone that I have spoken to regarding this matter and have spent over 4 hours trying to confirm my order.

Can someone on the Virgin team look at my account and confirm what is going on please.