Order not gone through

[antonypg]

Recently I was contacted by Virgin Media and was offered an 18 month contract at a reduced rate. I agreed to the new contract and received a number of emails, one including an order number. This was on the 30th of November,

Since then I have not heard anything. My latest bill is for a much larger amount. When I login to my account on the Virgin Media site there is no reference to the new order.

Who do I speak to? Should I reply to the email that was sent to me?

[Molly_T · Accepted solution]

Hi Antonypg 👋 welcome back to the community! Thank you for posting!

Sorry to hear about these issues with a package change. Usually when an order goes through you receive email confirmation of this - so sorry to hear there is still an ongoing issue! 

We will need to send you a PM to confirm a few account details, and will also send you instructions as to how to forward in the contract information you received so we can offer further support. 

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. 🌞

[Molly_T]

Hi All 👋 Just returning to this public thread to keep things updated!

Thanks to Antonypg for PMing with me 📩, for sending over the required contract information, and for their patience and understanding throughout the process of getting things resolved!

We have now been able to build a matching package, and ensure the monthly payment cost is that of the original agreed contract. A complaint was also raised and resolved on this basis. 

If there are any further issues you need our support with, please don't hesitate to get in touch!

Wishing you all the best. 🌞

[antonypg]

Thanks very much Molly for the excellent help, this was resolved very quickly.