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Contract ending and new contract confusion

mrclaude
Tuning in

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]

1 ACCEPTED SOLUTION

Accepted Solutions

Matthew_ML
Forum Team
Forum Team

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.

Matt - Forum Team


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6 REPLIES 6

goslow
Alessandro Volta

Matthew_ML
Forum Team
Forum Team

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.

Matt - Forum Team


New around here?

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
Alessandro Volta

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.

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.

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

Do you still need help with anything else?

Ayisha_B
Forum Team

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