Renewal Order Not Processed (Over 14 days)

[markgoldstein]

Hi,

I accepted an email renewal offer on October 19th 2024 and received the pre-contract documents and an order summary on the same day. As of today (November 5th 2024), the order still hasn't been processed.

The end of contract statement in my account states that my current contract ends on November 10th. At this point I'm unclear if Virgin will terminate my services on that date, or if I'll pay an inflated monthly rate on a rolling basis.

Could someone please advise how best to get my new contract processed before November 10th?

[Martin_N]

Hi markgoldstein,

Thank you for your post and welcome to the community. 

We're very sorry for any confusion with regards to the renewal you have advised. 

We can certainly take a look into this for you. 

I will private message you now. 

^Martin

[HavencroftKev · Accepted solution]

No confusion, same happened to me only to be told that the offer I received via email can't be honoured. 

It's not confusion, it's incompetence!!