upgraded on app no contract emailed

[coddog]

My current contract comes to an end on 9th March. I used the app to upgrade to a new 18th month contract on February 13th with which I received an email outlining the deal with a reference number. But this deal is still not showing on my account 2 weeks later and have received no formal contract and when I called they are saying it is not there.

[Ilyas_Y]

Hey @coddog Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to hear about the issues with the email for the contract renewal. 😞
I will assist you on this and look in to the matter for you.

I will send a private message to further assist.

Kind regards,
Ilyas.

[Ilyas_Y]

Thank you @coddog for speaking with us today on the Virgin Media forums! 😇

I'm glad after speaking privately we were able to sort this out.
It turns out that on our end that the order had to be processed, so it was ready but not completed.

After a few magic clicks here and there.... I'm happy to say this has been resolved.
As advised - if you do have any further queries or any other questions, reach out to us and we will be the first to assist where possible.

Kind regards,
Ilyas.!

[coddog]

Thanks again for your help 👍

[Ilyas_Y]

No worries @coddog 👋🏼

It's why we're to here.
To get things right when they go wrong!

Take care and enjoy your week. 😇

Kind regards,
Ilyas.