Online subscription renewal

[CraigR11]

Hello, I renewed my subscription online last week and upgraded my package slightly. 

I received an email with my contract but the service hasn't started and not showing on my app

I called the Virgin media help team but they just wanted to renew and upgrade my package over the phone and charge me more money

Does anyone know how long this will take?

Thank you in advance ☺️ 

[newapollo]

Hi @CraigR11 

When renewing subscriptions/agreeing a new contract over the phone then the changes are made immediately (unless the change also involves new equipment, in which case that won't complete until you've received and activated the new equipment)

Changes made by any other method can take up to 10 working days as the changes are performed manually by a back office team

[Kath_P]

Hi CraigR11, 

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. 

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,