Contract renewal via email

[Andh1]

I responded to an invitation to renew my current package for a few pounds extra.I received a contract summary sheet and information sheet. Also received a " Your Virgin media order" with an order summary. All good so far but nothing seems to be updated in my virgin media account. I hope someone can shed some light on this as my contract is coming to an end in a couple of weeks and don't want to be paying over the odds.

[Tractorboy]

Yes updates would be nice , did the same on the 8th and heard nothing since and nothing has changed !

Not a problem at the moment as my current contract does not expire until next month but would be nice to know what the timeframe is and reassurance that the all is going ok ..

[Ashleigh_C]

Hi there @Andh1 

Thank you so much for your post and welcome back to the forums, it's great to have you here.

I am so sorry that this has happened and thank you again for posting, can I just ask, were you sent any documents that needed you to accept after requesting this package at all? 

[Andh1]

The pre contract documents were sent to me on 1st November. There was no accept button as such. After I had opened them I received an order summary a minute later Thanking me for choosing Virgin media with a payment summary stating the new monthly payment. I read like it had been accepted and was ready to roll.

[Tractorboy]

Same for me. The email had an estimated activation date of 11th, …

[Carley_S]

Thanks for confirming this @Andh1 

There should be within the email details on how to accept the pre-contract summary and go ahead with the contract. 

Was this not on the email that was sent to you? 

[Andh1]

The very 1st email I received advising me of the offer had a "renew now" button, which I used. This then generated the pre contract documents,  which appeared as 2 x pdf attachments at the bottom of the email,  which advised me to look them over. Again,  no details as how to accept the offer.  A short time later I received the order summary with activation date ( 4th November), an order reference (CH2053379828) and my hew monthly payment. 

[Tractorboy]

There is nothing in the emails to click and accept the contract. That was done online at the time of placing the order , which was then confirmed in a further email , giving an estimnated date for activation.

What is going on , does anybody know ?

[Andh1]

No, there wasn't.  The order summary came very shortly after the pre contract documents.  Again, the order summary had an activation date, new monthly payment and an order reference ( CH2053379828)

[Kath_F]

Hi both, 

Thanks for coming back to us and updating us here. Once you accept a package change online, the details go to a back office team who then process this. It can take up to 14 days for this change to be made. 

Once it is done, you'll receive an email confirming the changes and a new contract too. 

If after the 14 days, no changes have been made, pop back and let us know so we can help further. 

Thanks,