New Contract ordered but not implemented yet

[Clcheung]

Hi,

I ordered a new Contract for broadband and phone with lower price on 6 September in the my virgin media app.  Pre-contract document and oder confirmation advising the new service was commencing from 9 September. I receive a bill with much higher price today and noted my order is still being processed.  Tried to call but in vain. 

I am still waiting for this new contract /  order to be implemented and would like to pay the new Contract price but not the higher one. 

[Adri_G]

Hi, Clcheung.
Thank you for joining our help forums and fr your first post here.
A warm welcome to the VM community, nice to have you on board! 🙂

We're sorry to hear of the package and price issues you've had recently after placing a new order online, we'd love to assist where we can with this.

Although we do not support package changes over the forum we'll be eager to look into what went wrong and you're being billed for a different price than your new ordered deal.

Could you please advise if you've received your new contract documents and/or a confirmation that the service change has taken effect and did this happen before your latest bill was issued, if so?

Also, do you have access to MyVM online to view and confirm what's your current package and price showing there and if this reflects the new agreement you signed up for?

Please, share more on this and we're eager to help out.

[Clcheung]

Hi Adri, 

Thank you for your reply. 

I ordered the new Contract in My Virgin Media App by clicking the options 'Change your Package' and subsequently received an email with pre-contract document and another one confirming my order. No other emails nor document were received. 

I can access both My Virgin Media App and MyVM, both showing I am with the old contract.

Thank you

[r7homas]

I'm having exactly the same problem. Price was due to double due to coming out of contract. Spoke to somebody on the live chat who changed it. Got the email, the streaming box and the sim card but nothing in my virgin media to indicate it has changed and still due to cost double next month. 

[Adri_G]

Hey, Clcheung.
Thanks for your reply and for sharing more on this, I'm sorry to hear you never received a new contract document and your package is still showing as the one you had before.

This indicates that your online order did not go through successfully, we're sorry to see of this error and we can advise the best you could do is place a new order to make this change.

Any pro-rate corrections needed based on the new price and compared to the last bill you've had will be made on the next bill to follow if you do this.

However, it may be best to reach our contact teams over a chat, text on WhatsApp at +447305 327 112 or call at 0345 454 1111 to make sure it's been processed for you this time. 🙂

Our apologies as we don't support package changes via the forums, we're sure our teams will be happy to assist with this if you get in touch though.
Do let us know how you get on and if you need more advice, we'll be eager to offer our support.