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.
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.