Contract renewal no confirmation

[Paulefc]

I was going to leave TalkTalk in April and move to Virgin media. I had signed up to join Virgin, however on Monday I received a call from TalkTalk and I explained my reasons for leaving, after he spoke to his manager, I was offered a very good deal and accepted it and agreed to go on to a new 2 year contract.

I haven't had any confirmation email and iny account  still has my old contract showing which runs out in June .

I know you've been having technical difficulties, as I've only been able to log in to my account for the first time in days today.. is it because of these differences that I haven't received an email or that it shows up on my account with my previous contract .

Thanks 

[Mandisa-TT]

I’m really sorry that this has caused so much inconvenience and uncertainty. You’ve been extremely patient throughout all of this, and we truly appreciate it. 

If you notice any changes on your account or receive any new communication, please feel free to update us here. We’re not giving up on getting this resolved for you.

[Mandisa-TT]

I have accessed your account, your complaint manager is continuing to monitor the incident on your behalf, and they will reach out as soon as there is movement. I understand how disappointing the delays have been, but please rest assured that the issue hasn’t been ignored. 
 

Regarding the calls you mentioned where the line disconnects as soon as you answer — thank you for letting us know. That is unusual, and I’ve passed that information to my manager regarding this and you will be contacted.

[Mandisa-TT]

Hi @Paulefc 

Thank you so much for the update, and I’m genuinely sorry to hear how ongoing and stressful this experience has been for you. I completely understand how frustrating it must feel to be left without clear communication — especially after doing everything asked of you, including multiple calls to Virgin Media to confirm the cancellation. I will look into your account.

[Paulefc]

Thank you nambuso , you've really tried your best to help.  Just an update, I've still not received any confirmation. Very oddly TalkTalk phone me everyday lastweek during the working week and when I answer they hang up immediately. It's very bizarre.

I've resigned myself to leaving in April when so called Virgin take over, which they won't because I've cancelled, so it looks like when my contract ends 2 months early in April I'll have to pay the £46 leaving fee and then I'll have to pick a new provider .

Like I say thanks once again you've tried your best and I really appreciate the help you've given to me 

[nambuso-TT]

@Paulefc I am very sorry for the recent experience with TalkTalk, I can see that the complaint manager handling your case left notes on the account. As you have confirmed that virgin Media cancelled your account, we have now raised an alternative escalation with our Incidents Team to intervene directly. The request has been received and acknowledged, and our dedicated Back Office team is actively working to resolve the issue. We receive an error message when attempting to make changes on the account. The Incident Escalations Team is working to remove this error so that we can proceed with the necessary updates to your service and the complaint manager also stated that she will continue to monitor your account closely and will keep you informed of all progress. Again, we do apologize for the inconvenience that this has caused to you. The reason why no actions has been taken is because we are waiting for the back-office team to remove the error message so that we can make changes on your account.
 

[Paulefc]

I've received an email that's identical to the one I received a week ago. I've telephoned Virgin on 6 occasions and they state it's been cancelled. Don't know what more I can do. 

It looks like I'll be leaving in April and I will be without a provider. I've no confidence in this getting resolved as I'm going around in circles. 

[nambuso-TT]

Looking into your account I can see that there is a follow up booked for today 25/02/2026 between 10:00-12:00. I am very sorry for the time it has taken us to resolve your complaint. 

[nambuso-TT]

Hi there @Paulefc. I am very sorry to hear this. Please allow me to look into this for you and I will get back to you shortly.

[Paulefc]

Hi have you had any updates? I did put in a complaint and TalkTalk were supposed to call me up but that's not happened.  I've been on chat several times and the email I got from complaints said 

After reviewing your account, I can confirm that there is an active switch order placed by Virgin Media. As a result, we are currently unable to apply the deal you were offered; I recommend contacting your new provider to cancel the order, and once it has been removed, we will be able to proceed with activating the agreed offer.

I have initiated a complaint case, reference number CMP-961093, on your behalf. Our dedicated complaints manager will be in contact with you within the next three working days to address your concerns and work towards a resolution. I appreciate your patience and understanding.

That was six days ago and  I haven't heard a thing since. I've also phoned Virgin Media up on 6 seperate occasions and they have double and triple checked everything and are adamant everything has been cancelled.

To say this is frustrating would be a massive understatement. 

[nambuso-TT]

Hi there @Paulefc. I am very sorry to hear this. I can confirm that I have escalated this issue to the relevant department to have the switch order removed on your account as you have mentioned that you've contacted Virgin active and cancelled the switch. Please bear with us while we do this. I'll let you know once this has been actioned for you, once again we really do apologize for the inconvenience caused by this.

[Paulefc]

I'm still going around in circles . In chat this morning the first agent said that the contract that I was offered on Monday couldn't be completed at the time, and that's why I haven't had a email confirming my new contract, she said she'll put me through to the loyality team and they would sort it out.

The loyality team agent said Virgin media is still showing up, so I've contacted Virgin media again and they confirmed that I had cancelled on Monday and it was also cancelled and TalkTalk were notified.

I think if this carries on, I'm just going to leave when my contract expires soon. I could do without the hassle 

[nambuso-TT]

I can see that the switch order is still active on your account. Virgin active might have cancelled it on their end however it is still showing on our side. What I will now do for you to get this sorted, is to escalate the issue to a team that will have the switch order removed on your account, after this has been done, you can then proceed with re-contracting. I am sorry for the stress that this is causing however rest assured I am going to ensure this is resolved for you and I will keep you updated.

[nambuso-TT]

Thanks for letting me know, I will need to check few things on the account and I will get back to you. Thanks

[Paulefc]

Not sure what is going on. On Monday I was offered Fibre 150 for 24 months for £24 pm that is correct, however I was also promised 2 seperate payment of £72 each to be credited to my account But the lady today said it's 3 months free. So I'm not particularly happy because I was told different 

I received a call from TalkTalk at noon today saying my proposed move to Virgin was still in place, I said I received a confirmation of my cancellation of the virgin move on Monday by email . She said she would get in touch with Virgin and call me back in a few minutes. That was over 2 hours ago.

Started to get stressed out with it all because I keep getting conflicting information 

[nambuso-TT]

Looking at the notes on the account left by one of our advisors on the 09/02/2026, agent confirmed that you were offered Fibre 150 at £24 on a fixed price plan for 24 months as well as 3 months free and further advised you to return after 24 - 48 hours if confirmation has not been received as the order has not and cannot be placed at that moment.

 

[nambuso-TT]

No worries:)

[Paulefc]

Thank you 

[nambuso-TT]

Hi there @Paulefc. I am very sorry to hear this. I will look into this for you.