Online Contract Renewal not activated

On 12th December, I logged into my VM account online to look at my contract renewal options. There was an offer to renew at the same price for an additional 18 months so I clicked the link, read through and agreed with the pre-contract documents, and then accepted the offer. I got an order confirmation via email straight away, but nothing has updated in my account online. I’ve already had the last bill I paid go up since part of the advance billing goes beyond my existing contract. However I’m now due to get another bill which presumably will bill me full price for the whole advance period as the system says I haven’t taken out a new contract. Of course, when the paperwork is processed, I’d hope the reduction would be back-dated as there’d be no gap between contracts, but I’d rather not be paying out lots extra upfront if the contract details could be updated beforehand.

Looking through the forums, it seems to say that If you've renewed online, these orders then go to a back office team who apply the deal. This apparently can take 10 to 14 days to process and before you receive another email confirming the change has been made. According to what I’ve read it appears these offers are online exclusive, so the Sales or Customer Services team wouldn't have visibility of them (so there’s no point phoning up if I’ve read things right). 

But after 14 days which is where I’m at now (albeit I appreciate it’s the Christmas period), it says a VM forum moderator might be able to help with this.

I have an order reference number and details of the contract offer I can supply via private message if required.

Thanks for your help.