New contract

[varoach]

Good morning. I renewed my contract online on 11/11 and received a confirmation email and ne documents but it is still not showing on my account and I am being charged for old contract and not discounted new contract.

Thanks

[David_Bn]

Thanks for reaching out to us @varoach, and welcome back to our Community Forums!

Sorry to hear of the new contract not seemingly being brought into play.

Can you confirm if this was an upgrading or downgrading of the services?

As we bill in advance, the downgrade or cancellation of services within the subscription would require a 30 day notice period to be served before the new agreement comes into play

Thanks,

David_Bn

[varoach]

My contract is coming to an end. On 11 Nov I accepted an offer under your renewal deal option ( grab a deal) of 96.10. I received email confirmation and documents confirming this. However my contract on my virgin media did not update and my new bill did not reflect this either. I reached out to your web chat team who said that despite receiving confirmation emails these ‘deals’ do not always go through! They offered to re check deals available which the came to £130 despite the current ‘grab a deal’ showing on my account as £110. I was told that deal was no longer available which I was not happy with and was then transferred to customer services. Eventually after some discussion the £110 was agreed! My real issue is what happened to the £96 which was agreed on 11 Nov and when will the deal I was offered and accepted today actually appear under my contract? I do wish to raise this as a complaint as I believe your option to upgrade and keep your deal for the price displayed is misleading as it never materialised. I do have documents to confirm this.

[Kath_P]

Hi varoach, 

Thanks for coming back to us on this. 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. 

If you've accepted a new deal with the team now, this would supersede the original offer. In terms of when this will go live, unless there is a downgrade in play, the new deals are usually processed live on the call so should be completed within 24 hours. If there is a downgrade in play then as mentioned above, there would be a 30 day notice so the new deal would go live after that. 

Please let us know if you have any further queries or questions. 

Thanks,