Problem getting new package offer

[Reevefamily]

My contract is coming to an end and the app shows a great offer. I tick and click through and it states nearly there and that an email has been sent. However no email arrived. I don’t know if the package has gone through. I messaged on the online chat and the they were going to try and help and sent me an email link to send details. They were going to email or call back but I have heard nothing. I need a confirmation that this is being processed. It looks like others have had that problem.

[roy247]

You might need some screenshots to help prove what you were offered.

Speaking from experience.

[Cardiffman282]

Have you tried going to your offers page directly without the app? https://www.virginmedia.com/myvmo2/home

Also double check your contact email address https://www.virginmedia.com/myvmo2/account-settings/marketing-and-contact-preferences 

[Stevej54]

I’m having a similar problem , but I have had the email as confirmation , but it made no difference lol . You contact them and they have no record of your order or offer then try to offer you something else or a stupid offer much higher ! It’s hopeless 

[Reevefamily · Accepted solution]

They have now phoned me and sorted out a good package

[shamrack]

had the exact same issue! saying he will see what he can offer me, despite me stating i have signed and accepted and gave him the reference. he was then like AHHHH okay ill try and match it for you, which he did, for about £30 more a month, disgraceful 

[Robert_P]

Hello Shamrack,

Sorry to hear of the package issues experienced, we understand the concern this can cause and you raising this via the forums.

We can see you have raised this in another thread which my colleague has responded to, we ask members not to post the same query in multiple threads as this doesn't get an earlier response and if anything can delay a reply and convolute any support offered. As my colleague has advised we'd recommend calling the team and will arrange for this thread to be closed.

[MrHalfAsleep]

Renewing the contract hasn't worked.  I have no digital record of it according to the account details.  I now have another offer to renew costing less than the offer I previously accepted.  Looks like there's a problem with the website not saving things properly.  As mentioned elsewhere, I accepted the offer and expected my current bill to be less; however, on logging in, I'm still out of contract and have an even better offer.  If I accept this newer offer will it work?

[Ilyas_Y]

Hi there @MrHalfAsleep Thanks for reaching out to us on here. 👋🏽

I'm sorry to hear you've had issues with the online renewal.
When doing the online renewal it can take up to 2 weeks before it is processed on our end.

Has it gone over the 14 day period?
Let us know and we can go on from there.

Kind regards,
Ilyas.

[MrHalfAsleep]

Didn't get a confirmation email 1st time round (the 1st offer was around £60).  The contract PDF disappeared.  Since I got no confirmation email I presumed it had failed to go through.  Got another offer for less (£52), so accepted that as well (screenshots available), so this is what may be causing problems and confusion.  I now am unsure what I've said yes to and if the lesser offer as a new(er) contract is valid or not.  Having logged into my account, there was a "grab my deal" button, so I grabbed it.  According to the latest paper bill I'm still out of contract and the bill hasn't been reduced as I thought it would.  As far as I am concerned (either rightly or wrongly) I have accepted the £52 offer.