Upgraded online but still not actioned

[brettbrtsk]

Hi

on the 24th October I agreed a new contract, got the paperwork from virgin but now there seems no sign of my new contract and can’t speak to anyone about it as it seems the people on the phone don’t have the same access as the web team.

ive just got a bill come in which is a lot more than the contract I agreed online.

how do I get thi sorted out?

thanks

brett

[HavencroftKev]

This would appear to be happening a lot judging by all the similar post on here.

I'm in the same position too, starting to wish I just gave my 30 days notice to cancel now especially after I was offered a really good deal for Sky Stream.  

[newapollo]

Hi brett,

any regrades requested over the phone are usually updated immediately unless they require new equipment to be sent out, in which the regrae won't be completed until the new equipment has been activated.

Regrades requested by any other method can take up to 14 days as they are processed manually by a back office team.

[brettbrtsk]

All I want to be able to do is talk to someone who can actually resolve this, can it really be this hard. The online deal is a good one but now at the moment I’ll be paying about £40 more than I should be at no fault of my own. Please just sort it out and ensure I get my refund for the over payment 

[brettbrtsk]

Absolutely wasting my time put in a complaint and as usual I get the normal response saying they tried to get hold of me then they go totally off subject, I’m so fed up with this company, I’ve written to someone on the executive team that helped me last time with my mothers account when.

all I want to do is get an answer god how hard can it be🤷‍♀️🤷‍♀️😡😡😡😡

[Kath_P]

Hi brettbrtsk, 

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. Until then, your billing will continue as normal. 

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, 

[brettbrtsk]

So mean while I’ll be paying over £40 extra, can’t believe there is no one to discuss the situation with, unbelievable way to run a company so much for customer service?

[HavencroftKev]

Hey brettbrtsk, 

I just thought I'd share my experience with you. 

I was in the same situation as you, I renewed online and received all the contacts via email then nothing, complete silence.

My post was finally picked up by a Moderator called Daniel_El, who was quite proactive, but he didn't see any pending contract or any sign I'd renewed at all.

After sharing all the contract information I'd received from VM with the Moderator, he replied saying the best price he could offer for the equivalent package was £148 not the £91 I'd already agreed.

He did say he would request a credit of  £57 to be applied to my account each month to offset the difference.

Sadly I don't feel this is acceptable, I just want to be offered the contract I thought I'd agreed. I don't want to have to chase VM each month for the credit to be applied, because I bet I'd have to.

I do hope your resolution is happier than mine. 

[brettbrtsk]

I have the documents sent to me so if I don’t get the agreed amount then I will take it further 

[HavencroftKev]

I am going to do the same, @Ofcom here we come.