Virgin reneged on written offer.

[Chrisibrown]

My contract is due to expire next month. I agreed a new package and received both the usual terms email and the order summary, with order reference and an estimated activation date. When the date came and went I contacted virgin to be told that they couldn’t honour the agreement. I was told that this was an offer for new customers. This was patently nonsense, as the agreement referenced both my old service and new service. I was then told I’d have to be passed to the CR team who might be able to help. They never picked up my case. I am at a loss. What is going on?

[Matthew_ML]

Hey Chrisibrown, thank you for reaching out and a  warm welcome to the community I am so sorry to hear this.

If you was sent a contact summary sheet this would of mean a new deal was accepted and put through on our system.

How did you accept this was via email or did you reach out and contact us? Cheers