Hi, I placed and order on 30th November and received the order summary and order documents emails but have heard nothing since and there is no order showing in the app. The chat bot is unable to help. Phoned Virgin 3 weeks ago but they were more interested in trying to sell me an alternative package or suggested just waiting for the order to proceed. Can anyone help?
Hi Nathan72,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you're having issues with getting a contract that you agreed to applied.
If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made.
As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them.
As it's been more than 14 days, we can take a look to see if there are any notes to show why the contract has not been applied. In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,
