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 

[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.