Online Contract Renewal not Activated

[PVS23]

On 28th October, I logged into my account online and saw an offer to renew at the same price as my last contract. I clciked the link and accepted the offer and then received pre-contract documents and an order confirmation via email straight away. However, having checked this morning, the order does not appear in my account and has not been activated, despite more than 10 days passing since placing the order was placed. In addition, I have also received my next bill, which has gone up over £40 as my account now says my contract has expired.

Customer services don't appear to be know anything about web orders, so would a VM moderator please help me with this?

Thank you.

[Kath_P]

Hi PVS23, 

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. Until the deal is processed, your billing and services would continue as normal.

As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

Thanks, 

[john-o-nions]

I urge you to get in touch with them as soon as possible - I too renewed my contract through my account (which gave me a great offer) and having noticed it's still not active, I got in touch to be told I didn't have a new contract with them and they wouldn't honour the price they gave me and I accepted.

I have an order confirmation E-Mail and pre contract documents with the offer on, yet they insist I don't have an order with them, would I like a different (worse) offer. They are just ignoring these documents, so unfortunately it looks like I'm going to have to go through the complaints process to find out why they are choosing to renege on a contract offer. The latest is that I must have selected a new customer deal which I'm not eligible for (clearly it's not a new customer offer, it was done through the renew contract link in my account and doesn't match any of their new customer deals anyway). I'm pretty fed up of the gaslighting by support to be honest.

I struggle to accept that the online support can't see if you've initiated a renewal; that seems ridiculous as they're trying to get me to sign up to another contract, despite apparently having already had one?? Hopefully there's some truth in the above reply and I'll magically get what I was offered in another week and a half's time. However, I'm not sure what the accepting terms step refers to - there's no instruction in the E-Mail to do that, it just says make sure you're happy with them. I thought I'd accepted the terms with the checkboxes in the renewal form on the website in my account area?

Good luck, I hope you have better luck than me.

[Kath_P]

Hi john-o-nions, 

We're sorry to hear you're also having the same issue. 

As mentioned above, we, or the teams won't have visibility of the new contract until it's been processed. You'll receive your pre-contract documents but these are sent automatically by the system. Once the back office team pick up the change, they will process this and you'll receive a new email and contract confirming. This can take 14 days. 

Once the 14 days have passed, if you've still not received a new contract then pop back to us in the Community and we can help further. 

Thanks, 

[john-o-nions]

Hi Kath_P

Thank you for the reply - hopefully that is the case. However, might I suggest you feed back that support staff do not appear to have been trained sufficiently; I spoke to two separate people via live chat, and neither seemed to have any awareness that I could have signed up for a contract in any other way, and they are therefore providing incorrect information. Had I trusted them, I could have signed up for a different, poorer-value contract over live chat this afternoon - that's really not on, there may be other customers less... persistent... than me who may be losing out as a result.

[ACB60]

I just renewed and the same story in that I had the documents but nothing else straight away. I contacted Virgin via Whatsapp after 48 hours as I had nothing else and no record according to the agent but as you say they tried to sell me a far worse deal. I then got put through to a UK agent who said to wait. There was no record in my outstanding orders or anything. After 10 days suddenly I received a receipt and my services were upgraded. I know it seems wrong but I suggest hanging in there for the full 14 days before starting anything as my experience ( not  everyones ) was that it did work out. My deal was actually better than I was already on and way cheaper than anything I could get elsewhere. There have been a few technical issues but not relating to the deal itself.

[Ilyas_Y]

Thanks for the reply @PVS23 

Apologies to hear about this.
We'll feed this back so that you don't face this issue in future.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for the reply @ACB60 👋🏽

I understand it can be confusing and alarming.
Glad to hear the contract went through.

Kind regards,
Ilyas.

[PVS23]

Hi, my online contract renewal has still not been processed and it is now 15 days since I placed the order through my account and received the pre-contract and order confirmation documents. As this is now over 14 days, would a VM moderator please look into this, as per the Kath_P's post  on Saturday? Thank you.

[Vikki_M]

Hi PVS23,

I'm sorry to hear the deal hasn't yet been added.

I'll send you a private message now.

Please look out for the envelope in the top right of the page and pop back to me when you can.