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ABrowne
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Status/start date of new contract?

My current reduced price contract with Virgin Media comes to an end on 4th August, at which point the monthly price will increase by 30%. Under normal circumstances I would have called 30 days before the contract end date to seek to downgrade to a cheaper package, since elements of the package are more than I really need and hence I can't justify paying such a large increase.

However on 10th June, and again on 16th June, Virgin Media emailed me with an offer of a new 12 month contract at a discount that represents a lower increase of 15% on what I am currently paying and also includes a Broadband speed upgrade. I decided to accept this offer, partly to avoid having to try calling Virgin Media during this difficult period, and accepted it on 26th June. I received an email the same day saying "Good news – we’ve received your upgrade order and we’re busy getting it all sorted."

My question is: When will this new contract start - since it hasn't yet? I would obviously prefer it to start at the point my current contract finishes, so that I get maximum benefit out of my existing discount. When I heard nothing further after the acknowledgement of my order, I thought perhaps that this was indeed what would happen. However today I received an email from Virgin Media (as per the new Ofcom rules) informing me about the end of my current reduced price contract on 4th August, and the subsequent 30% price increase, even though I have accepted the offer of a new contract with just 15% increase.

Please could you clarify whether my new contract (with associated speed increase) will start when the current one finishes? I am just slightly concerned, after the email today, and as there is nothing on My Virgin Media showing an open order, that perhaps the order may have got lost somehow, and I will end up with the 30% increase that I don't want.

Many thanks.

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Aaron2
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Re: Status/start date of new contract?

if there's any downgrades to the package then it'll be 30 days, check your online account or via the App and it will tell you whether there are open Work orders..


** I work for VirginMedia but all opinions posted here are my own.
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ABrowne
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Re: Status/start date of new contract?

There are no downgrades to the package. There's a broadband speed upgrade, and everything else is the same as I currently have. There is no open order showing in My Virgin Media. 

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Lisa_CC
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Re: Status/start date of new contract?

Hi ABrowne,

 

Are you able to find any emails or communication following your new contract? I ask because I can't find anything using the details we have. Can you also confirm whether the email is one from Virgin Media? I ask because if you followed the instructions within the email the agent will have picked it up to process it.

 

Thanks,

 

Lisa

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ABrowne
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Re: Status/start date of new contract?

Hi Lisa,

Yes, I have the email(s) containing the offer, and the email acknowledging my acceptance of the offer.  The emails are all from email@em.virginmedia.com.

 

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John_GS
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Re: Status/start date of new contract?

Hi ABrowne.

 

Thanks for coming back to me. I'll happily sort this out for you via PM.

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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John_GS
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Re: Status/start date of new contract?

Thanks for joining me on PM, ABrowne,

 

Just to update the thread, the contract issue was sorted 🙂

 

Kind regards

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"