Virgin have my order - but can't tell me when the contract begins

[Niconiconico]

Existing customer nearing contract renewal...

I received an offer (sent to me by SMS promotion) on 7th November and verbally agreed with customer service. No link to accept or approve contract via email. Was informed that services would start in 48hrs, and if not to call back.

I phoned again on 12th November. I was informed that I needed to accept this offer digitally, and was sent the CIS for approval by email and SMS.

CIS documents approved 12th November via the SMS link and order reference number generated. I was told 48hours until services begin and I should see this in my Virgin Media. 

48 hours later I chased.

Depending on who I speak to at Virgin customer services the order exists and will begin in 48/72hrs, 14 days OR... Does not exist.

I am burning time trying to get to a resolution with Virgin Customer Service for something so simple.

When do the services I have agreed to start?

I've requested my transcripts via Subject Access Request as there doesn't appear to be continuity between teams. Phone customer service push me to WhatsApp and WhatsApp agents suggest calling. I am repeating order reference numbers and CIS numbers but not getting anywhere with it.

I am stuck, please help. 

[Tom_W1]

Hi @Niconiconico thanks for your post although we're sorry to hear of the concerns you've raised here.

We do want to try and help you further here, so please expect a PM from me to arrive shortly so we can look into this further.

Respond directly when you can!
Many thanks