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JFearn's avatar
JFearn
Joining in
17 days ago
Solved

14 day cooling off / new contract issue

Hi, hopefully someone can help me here that knows what they are doing.

So I signed a new 18 month contract in August 2024. Since then with price rises etc.. I'm happy to see that out and renegotiate a better deal at the end or leave. Recently there was an offer for what I thought was a free upgrade in TV box.. the 360 box I believe.

So I took advantage of the generous offer. Not long after that I received details of a new 18 month contract (same price etc). which to my knowledge wasn't mentioned when taking the box.

I spoke on live chat to whoever and told them the situation. Basically saying I had not agreed. Which they didn't seem to understand. At which point I said you know what, here we are.. I'm well within the 14 day cooling off period. Cancel that and let my contract from August 2024 carry on. They agreed.

One hour later I receive yet another new 18 month contract. So back on to live chat explaining the situation again and asking why I've been sent yet another? Only to be told well.. that's what I asked.. (I made it very clear to roll back and saved the transcript). I asked yet again to cancel the contract and roll back to my August one. To which I was told this isn't possible and I would need to take a brand new one. 

I argued that I'm pretty sure under UK law that isn't legal and have raised a complaint. Currently have a complaint ref and are waiting since Tuesday for an update.

I see from past posts that this has been happening to people for a few years now.. why?? This needs to be stopped.

Can anyone please with any common sense, help me out here. Many thanks.

  • Good afternoon JFearn 

    Thanks for posting and welcome to the community. Very sorry to hear of this dispute.

    I'll send you a PM now to assist further.

    Best wishes.

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    AFAIK, the cancellation should revert you to your previous contract with no changes?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    From all the reports on here it would seem that VM use many tricks to sign people up for deals they did not want or accept. If you don't get a satisfactory answer soon, in writing, you might need to be proactive and issue the cancellation. Make sure it's clear you are cancelling the new contract and not the old one. 

    I do wonder how many people have unwillingly accepted the unwanted new contracts because they have been defeated by the impenetrable contact system. 

    • JFearn's avatar
      JFearn
      Joining in

      Yes I've been very clear twice now. That's why I'm at the complaints process. I'm pretty sure it's illegal with what they are doing.

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team

        Good afternoon JFearn 

        Thanks for posting and welcome to the community. Very sorry to hear of this dispute.

        I'll send you a PM now to assist further.

        Best wishes.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The complaints process is very slow. You won't get a satisfactory answer within your 14days.