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Problem with new contract

Brentc
Tuning in

on ‎21-07-2024 09:57

Hi. I’ve recently come to the end of a contract. I did the online chat to cancel and whilst I was on I was on the website and signed up for a new deal so ended the cancellation chat. I was sent a contract for £60/month. My account says my next bill will be £124/month. There’s no way I will be paying that. Obviously there’s no one to email to discuss this with. Virgin should honour the new contract that I’ve been sent. Please could you help with this or send to someone that can. Much appreciated. Regards. Brent

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5 REPLIES 5

Adduxi
Very Insightful Person
Very Insightful Person

on ‎21-07-2024 10:14

If you are within the 14 days just cancel.  Walk away and go elsewhere

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Brentc
Tuning in
In response to Adduxi

on ‎21-07-2024 11:17

Thanks but I don't want to cancel I want to go on the £60/ month contract that I have been sent. Brent

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Kath_P
Forum Team
Forum Team
In response to Brentc

on ‎21-07-2024 15:59

Hi Brent, 

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. 

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, 

Kath_P ✨
Forum Team

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Brentc
Tuning in
In response to Kath_P

on ‎21-07-2024 18:16

Kath. Thanks for replying. It was 30th June when my new contract was emailed to me so should be visible by now? What do you think? Regards. Brent

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Kath_P
Forum Team
Forum Team
In response to Brentc

on ‎22-07-2024 08:06

Hi Brent, 

Thanks for confirming that. In that case, we can take a look at the account to see what's happened 😊

I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

Kath_P ✨
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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