Pre contract email

[Thomasba]

Recieved an email for a new offer as my contract had run out. I followed it through and have recieved Pre contract email with attached documents but my account still shows old contract and I see no way to accept the contract that was sent to me.

[Zach_R]

Hi @Thomasba,

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 kind of complication regarding a potential contract change and getting pre-contract documentation. If you're having trouble with a contract package change and you'd like some help pushing this through, I'd recommend reaching out to our retention team on 0345 454 1111 (or 150 from a Virgin Media landline).

Keep us posted.

Thanks,
 

[Thomasba]

should there be an option to accept the offer in the email?

[Zach_R]

Hi @Thomasba,

As advised, if you're struggling to complete the order yourself via an online method then please contact the number provided so that the team can assist you.

Thanks,
 

[Derek918]

"Should there be an option to accept the offer in the email?" It's a yes or no question Zach_ R. 

[Thomasba]

By way of an update...the advice on here was to "ring the number" so I did...40 mins on hold and got told they had no record of that offer and I needed to use web chat to get the offer added
1 hour on hold on with Bidisha via webchat I get told hold on while I transfer you to the online team....1 hour later still no reply.
Try again the next day and after 2 hours on hold get through to Hermiely on web chat. who after 40 mins of back and forth tells me they have filled out the form that accepts the offer. (why that couldn't have een included in the pre-contract email is beyond me) I'm then given a reference and told it has been done.
9 days later and my account still shows the old expired contract and no mention of anything to do with my new contract. 
2 days ago i requested contact via whatsapp...I'm stilll waiting.
What is going on at VM if you don't want my business just say so!

[Derek918]

My contract runs out in October and one thing I've learnt via this forum is not to Trust the offers via email. Mind you with the carp Wi-Fi I've been getting in my single storey flat I'm very unlikely to renew anyway! I feel for you not getting the Help you requested in this forum.

[Vikki_M · Accepted solution]

Hi Thomasba

To set expectations we can't do package changes over the forums, however I would be happy to send you a private message so we can look into what has happened regarding the offer.

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

[Thomasba]

Many thanks to Vikki for getting this sorted to my satisfaction.

[Martinez77]

Hi Vikki, was this issue eventually resolved? It seems that I am going thorough the same issue - accepted web-team online offer, got pre contract information, confirmation email (albeit only the template, without actual details what led to me to raising the enquiry on this forum), even my account saying that the order is on its way but for some reason your colleagues can’t find anything on my account. Can you help with that since you might know the actual solution, please?