Contract ending and new contract confusion

[mrclaude]

I received e-mail to say my contract was ending. There are 3 stages to go through to renew or change, I only did 2 just to look up the price offered. To my surprise I then received e-mails containing details of a new contract that I had not agreed to. I want to stay with VM but wish to make a change so used 150 to do all this. Been with them since 1997, first time I have had to ring for years, asked for a password or a memorable word which I don’t have. Can anybody advise?

[MOD EDIT: Subject title changed for clarity]

[goslow]

Can you reset the memorable word via instructions here?

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223364#M218260

[Matthew_ML · Accepted solution]

Hey mrcluade, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

What did this paperwork contain, was it an end of contract email or did it contain a new package with a new price?

We would renew the contract without getting your permission first.

[mrclaude]

I received an ending of contract email (although it isn’t until Oct. I think) . I looked to see what I was being offered, only did 2 stages NOT 3, next day I was surprised to receive another email with contract summary documents. I want to change my package & decided to ring 150.

I have been with VM since it was NTL in 1997 & have not had to phone for years so have never had a memorable word & cannot remember any original password I might have had. How can I edit a memorable word in My VM settings when I have never had one? I am 85 & I find it very frustrating!

[goslow]

Have you ever signed in to 'My Virgin Media' before? Here, via the Sign-in button

https://www.virginmedia.com/my-virgin-media

If you can sign into 'My Virgin Media' you would use the information below

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223364#M218260

to reset your memorable word to then be able to phone VM.

If you can't sign in to 'My Virgin Media' you will need further help from the VM forum team via a private message when they get back here.

[mrclaude]

Many thanks goslow for your help, much appreciated. I have managed to create a memorable word after jumping through all the hoops of changing sign in email address & verification code etc.

[Ayisha_B]

Glad to hear you've been able to reset your details @mrclaude 

Do you still need help with anything else?

[LauraK01]

Hi mrmclaude

Did you get sorted? Same thing is happening with me and I have no clue what's going on! Have I actually signed up again even though I didn't continue onto step 3??

[Carley_S]

Hi @LauraK01 

Welcome to the community forums 

Sorry to hear of your concerns with a contract. 

We do send out pre-contract agreements that customer can look over to see if they're happy with the contract. This would then need to be consented to before it is processed on an account. 

[LauraK01]

How do you consent to them? The email just says it has attached the precontract and that's it, there's no link?

I've been back to the app and through the website and can't even find where I originally started it??