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Renewed contract and upgrade not showing

Joining in

Hi, I’m hoping someone can help. 

I recently renewed my contract and got a TV package. I received the order confirmation and documents for both, but the new monthly contract cost and TV package are not showing on my account under ‘Orders and Appointment’ (accessed via the app). 

How long does it normally take for the changes to take effect? I understand the TV box etc may take 7-10 days to arrive, so does it take as long for the contract changes to happen? 



Forum Team
Forum Team

Hi @Jimmy1111 

Welcome to our Community Forums and thanks for your post. 

When did you renew the contract? It can take a few days to update.

Forum Team

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

Last Saturday. 

Hi Jimmy1111 👋 thank you for getting back to us!

Can we just check how you took out the order with us? (Was it via your My VM account here 👉 )

If so, we just need to wait 15 days from the order being requested for it to complete (along with any equipment being sent to arrive.) If not, please let us know and then we will send you a PM and get you to pop us over a copy of the contract documents so we can offer further support with this! 

Wishing you all the best. 🌞


We are having exactly the same issue. 

We logged into our VM account a couple of weeks ago and looked at the upgrades available. We selected one and ordered it on the 27th November. 

Our initial 18 month contract is up on the 30th December so we have literally just upgraded and began a new 18 month deal. Or so we thought. 


I spent 2 hours on the live chat on Wednesday and was told that I he order we made on the 27th can take 15 days to process! I mean how stupid is that! 

Today we had a bill for nearly £68 as a 'month 19' on the initial contract. Which we will not be paying as we have started a new contract with you. We have the pre contact documents and I have screenshot the live chat to prove it. Why is this all so complicated? Surely you want to keep customers? If this isnt resolved by the end of the month then we are moving elsewhere 

Dialled in

Hi sorry to jump on but have exactly the same issue, i signed up for a new contract on Thursday 30/11/2023, said estimated activation date Sunday 03/12/2023. Not quite sure what was going to be activated as the package is exactly the same as i already had but was slightly cheaper at £77 instead of £86. I have tried to log into my account via the link in the bill i've just received from Virgin, the bill is for £86 not £77 and i can't access the bill via the link on web browser, just get a blank page and if i try to view the bill via the My Virgin Media app it says i can't view the bill as i'm not the main account holder YES I AM. What on earth is happen to VM

Regards KeithW


Hi KeithW,

Thanks for posting and sorry for any confusion regarding your package. 

We don't deal with package changes via this forum, however I've popped you over a private message to take a closer look at things.