Need advice - new contract

[jababsa7]

Hello!

Would like some advice...

Had some issues with virgin media last month - was told I had entered into a new contract and they emailed me the documents.

Lo and behold...problem with my bill this month. Rang VM again today - customer service agent started gaslighting me saying no contract etc - despite me having the contract pdfs.

He transferred me to another 'internal department'...this new agent (very nice) took my details and disclosed this first agent was still on the line - listening and she'd call me back and escalate to her line manager...

[MOD EDIT: Subject title changed for clarity]

[Molly_T]

Hi jabasabsa7 👋 Welcome to the community forum! Thanks for posting. 

Sorry to hear about your experience getting support with this by phone. 

We will need to take a closer look at the account so we can see what's happened and offer further support. (We may also get you to send us over a copy of the documents received if needed!) We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞