Contract ending but sent precontract?

[LauraK01]

Hi!

I received e-mail to say my contract was ending then there were 3 stages to go through to renew or change, I only did 2 just to look up the price offered.

But then received e-mails containing details of a new contract - but I never completed the stages? What happens now? Does that mean my contract is going to renew to this new one? There were no links in the emails to click and I can't find my way back to it on the website?!?

Help! 

[Vikki_M · Accepted solution]

Hi LauraK01

We're sorry to hear you've received some unexpected emails regarding a new deal. 

You may have received a contract summary sheet, this just details the offer.

If this isn't accepted however, it won't be applied to the account.

I'll send you a direct message now so I can check this for you.

Please look out for the envelope in the top right of the page and pop back to me when you can.  

[LauraK01]

Hi!

I started a post 2 weeks ago about my contract ending...

The original post was

"I received an e-mail to say my contract was ending then there were 3 stages to go through to renew or change, I only did 2 just to look up the price offered.

But then received e-mails containing details of a new contract - but I never completed the stages? What happens now? Does that mean my contract is going to renew to this new one? There were no links in the emails to click and I can't find my way back to it on the website?!?

Help!"

You wrote and we took it to private messages but I'm still not sorted? My contract is up in a few days and I can't afford the new payments. Can someone please answer me more than one message every other day or even phone me??

I want to accept the contract in the email but there's no links?

[Derwentmailman]

I too have got this pre-contract set of documents today when all I was doing was looking to see what the offer was in detail.  I assume that this pre-contract document has not been applied to my account.  Can someone please check?

[Megan_L]

Hi Derwentmailman,

Thanks for your post and welcome back to our Community Forums. 

I can see why you're a little concerned here, the last thing you want to do is initiate a new contract when you're just window shopping!

I can assure you these documents you were sent were just pre-contract docs, as long as you don't accept/consent to the deal it won't be activated on your account. 

If you're still unsure and want a little more clarity then reply back to me and we'll go through your services together 🤗

Thanks,

Meg

[Derwentmailman]

Thanks for your reply and the reassurances you have given.

I've got to say that it makes little sense for customers to be given a 'pre-contract pack' as there are things in it which might lead an unwary customer to think the opposite of what VM are intending

1.  The title of this pre-contract email states 'Virgin Media Order Documents' when no order has been effected when the customer is just, as you say, 'window shopping'.
2. The Contract Information & Contract Summary documents themselves make no reference to them being 'pre-contract' although the logo at the top of the email tells you they are Pre-Contract documents. There is no indication as to the relevance of these pre-contract documents as the customer is already aware of what the offer entails.  I would assume that customers who followed through all stages would then receive the two documents.

[Steven_L]

Thanks for coming back to us Derwentmailman. We will be sure to pass on the feedback that you have provided from your experience to help improve the services that we offer to all customers and to make things as clear as possible.

Kind Regards,

Steven_L

[Derwentmailman]

I contacted VM today and agreed to re-contract for another 18 months on the basis of what I think was a good offer after phoning up and selecting the 'thinking of leaving' option.  Interestingly though I received the same pre-contract documents that I referred to in my previous post.  Hmmm.  However the £ amounts matched to what I agreed to during the call.  As yet no contract specifying start and end is visible on the account itself but I was assured that this new contract was now active.  Should I expect to see an updated contract within the 'View bill in My Virgin Media' of the Billing menu?  And if yes, then when?  Could someone please confirm that my I now have a new active contract? 

[Matthew_ML]

Hey Derwentmailman, thank you for reaching out and I am sorry to hear this.

I have taken a look and I can see you've spoke to the team since this post, did they help at all?

[Derwentmailman]

Just checked my online acount and new contract is sitting there now starting from today.  All good 😁