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v box upgrade contract change?

I received a letter saying my v box needs to be replaced (for free) with a Tivo box. The instructions given didn't work so I had to call the usual number. I gave up several times after waiting 45 - 60 mins but did eventually get through and now have a box ordered. I received a confirmation email shortly after that stated;

Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.

I logged in to my virgin account today to see a message stating;

Your contract is currently unsigned
Please review and accept your contract before your services are installed.
We sent you an email on the 8th of August with your contract to e-sign.
 
Prior to the replacement box request no contract details were shown online. I don't have a contract to sign, e or otherwise, and I don't have the time to wait on the phone at the moment.
 
Has anyone else had the same experience?
 
Thanks.
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Re: v box upgrade contract change?

Hello Steve_1953

 

Thanks for taking the time to make us aware of this via the forum. I'm going to send you a Private message to look into this further for you.

 

Looking forward to your response.

 

Rob

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Re: v box upgrade contract change?

Many thanks to Robert_P and Paul_DN for investigating and clarifying the situation.

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