Waiting for New Contract to Apply

[Keebs]

I currently have a broadband, TV, telephone and mobile package (Volt) and my contract expires next month - March 2024. Recently I received an email communication from Virgin offering an exclusive re-contract deal. I clicked the provided link, logged in and reviewed the package and price. As I was happy with it I decided to step through the process and promptly received the two contract documents via email. This is where it gets a bit weird.

I assumed like in the past where I have made package changes that it would be applied ASAP but after a few days there were no changes and I had not received any follow up emails or communications. I therefore reached out to Customer Services which is always "fun". The first, I assume level 1 type representative said there was no record of the order and promptly tried to sell me a new package which I was no interested in. I was then put through to the next level and after some back and forth they said I had not "approved" the contract; but I had never been asked or communicated with to say I needed to do anything further - I was very confused. They then sent me a text message with a URL where I could go, review the CSS documents and approve; which I promptly did.

I disconnected with Customer Services and now felt like I was back on track; however another few days have now past and still no changes have been applied and there are no "new" orders showing against my account. I am very confused; why has this change not just gone through like has happened in the past and what am I waiting for? Can anyone give me some wisdom here.

Thanks.

[Reece_MH]

Hi Keebs 👋

Thanks for posting, and a warm welcome to our Forums.

I'm sorry to hear you've accepted a deal online, but haven't seen any further updates on this. In some cases, depending on the changes you have made, our Back Office teams may need to manually process your order.

Any changes that require manual processing can take up to 14 working days to be completed. Are you able to confirm when you made these changes?

Thanks,

[Keebs]

Hi Reece_MH

Many thanks for your reply. I applied for the re-contract on Sunday 4th February 2024 which I appreciate is not yet 14 days but I would have thought the order would be showing as pending within the My Virgin Media App.

Regards

Keebs

[Reece_MH]

Hi Keebs 👋

I completely understand. The order wouldn't show as Pending as it wouldn't have been entered into our system. Our Back Office Teams receive the order details and then enter this manually.

Once this has been entered, you'll see this in your Pending Orders, or receive an update via email.

Thanks,

[Keebs]

Still no sign of this order being processed and it has now been 10 days. How do I get this done as something is clearly not right here?

[Robert_P]

If you requested the changes on the 4th February and as advised by my colleague Reece, these can take 14 days to process of which we're still in the timescale of Keebs. We'd need to allow this to pass before we can look to escalate this further.

Rob