Online Renewal: Midleading and no updates

[redman0923]

My contract is coming to an end on Feb 2nd.  I recieved seral emails from Virgin saying 'Same package, same speeds, less hassle. For just a little extra a month*..   When I clicked through it was £5 more than I had been paying so I was happy with that and accepted.  I recieved contract details and order reference and said activation day would be 6th Jan.

6th Jan come and gone and I can see no changes to my account online. So I called customer services.   During that call it became clear that what I have signed up to isnt the same package. It seems TNT sport and Netflix are not included.  Was told I'd have to call seperately once my new package is activated and add them manually!   This is completely misleading versus what the email offer described.

I am also concerned that the new deal has not activated and we are close to expiry date

Can someone please help as the phone customer service team said they could do nothing until my new deal is available on the system as they couldnt see it yet!

[Zach_R]

Hi @redman0923,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear that there seems to be some complications with a package change. There would've been documents received detailing the offer that you'd then need to use to agree/consent to the new bundle, assuming you're happy with it. If that's not done then the bundle won't be applied and the offer will be retracted.

Did you receive said document and agree to the offer detailed there?

Thanks,
 

[redman0923]

Hi. After i accepted on line i was sent pre contract documents and a order confirmation email with order number but i never recieved anything furtherc asking me to accept.

Does this mean i don't have any change being peocessed. If i try to select renew offer on the email link or via website now i recieve this message '

Sorry! We’re still processing your last order so can’t accept any more purchases at this time.We’ll notify you when this has gone through and you can start shopping'  

Can you help.  I am close to being at the end of my deal.  How do i proceed now? Can you not check my account and see that new deal?  I want to ensure i get the same offer that was sent to me via email which was for same package for only a few pounds more. 

Thanks

Carl

[Steven_L]

Thanks for coming back to us redman0923, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L