Contract renewal
 

Our current VM TV Broadband contract is up for renewal at the end of this month (Jan 2026
I used the My Virgin Media app on my iPhone to do this and got a message on the app saying Your changes are on the way with an order summary and order reference code. Apart from this i have heard nothing.
Is the above info i received all that happens or has something gone wrong.

BTW it has been a week since i did this.

Re: Contract renewal
 

I recently re-contracted through the app as well, I got email copies of the new documents and a confirmation of the order. Have you checked your spam folder?

Re: Contract renewal
 

They claim it takes weeks to implement if you renew online/ the app. Goes to some incredibly inefficient back office team. However renew over the phone, via retentions, you'll get a much better deal and its implemented immediately.

Re: Contract renewal
 

I don’t know who "they" are who claim that, as I renewed my deal online last Thursday morning (I was automatically offered £14 off my current price on the website, as the current contract ended mid-February), and received the confirmation paperwork by email less than an hour later..

Re: Contract renewal
 

You may have received automated emails but has it been applied to your account? This is where it can fall down.

Re: Contract renewal
 

https://www.cableforum.uk/board/atta...5&d=1769078405

Re: Contract renewal
 

The ‘they’ who Mr K referred to earlier would be the many, many VM customers, posting on their official support forum, complaining about accepting an ‘online’ offer, getting confirmation, but it not actually being honoured. Plus the many posts on said forum from member of the official forum team (VM employees) who outright admit that these offers need to go to a semi-mythical ‘back office’ team to actually impliment them.

Of course your milage may vary, and it all works out just fine, but please reserve judgement until you get your next bill and see if it has actually taken effect.

Re: Contract renewal
 

I renewed my contract last month on the 'phone.

The contract shown in the app on online does NOT match the agreed contract. The dates show I'm out of contract with no discounts.

I've had emails that do NOT match the agreed contract.

Yet - several calls to CS agree with what I think the contract is and also my billing is what was agreed.

Re: Contract renewal
 

I would recommend (if you haven’t already) you ask CS to email you what they have, so you have documented evidence in case of issues.

Also (and it should be the same) check on the website (not through the app) what is on your contract - I have had issues with another supplier with different info showing on their app than I see on their website.

Re: Contract renewal
 

In my and others experience, where Virgin are concerned, whoever or whatever is actually at fault, it will be the customer that is wrong through them "misunderstanding" or it will be implied that they are lying.

Recordings of the phone call will be 'unavailable'. Even getting them to put the agreement on the notes no longer works as, last time I did that, the notes contained the wrong information so didn't help my case.

Doing as Hugh has suggested appears to now be the only solution for those staying with Virgin.