Forum Discussion

SparkyQ's avatar
SparkyQ
Joining in
3 months ago

Advice on what to do next - renewal

Have called twice and been disconnected twice while negotiating with no call back. I have been offered deals that are more expensive than the rate I fall on when my contract ends which seems bonkers. 

Chat is going nowhere either, been through this rigamarole many times before but don't remember it as bad as this, 90 mins in now and no progress and what makes it worse is I only got the price increase email today and my contract ends tomorrow - totally against OfCom guidance, meaning I have little time to look around and sort something all the while paying an inflated price. I think I might be done with VM now after many years.

Any ideas on what I should do? Call again?

 

10 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 months ago

    Hi SparkyQ,

    According to Ofcom  https://www.ofcom.org.uk/phones-and-broadband/service-quality/companies-must-tell-customers-about-their-best-deals/?SQ_VARIATION_191375=0

     Phone, broadband and pay-TV companies  should warn customers between 10 and 40 days before their contract comes to an end.

    However every VM bill and emails advising that your bill is ready and waiting for you online states the date any discounts are due to end which normally ties in with the end of your current minimum term.  Your latest contract also advises of the dates any promotional discounts will end along with end date of your minimal term.

    I suggest calling VM. You should select options 1,4 and 4 when dialing 150 from a VM landline, or 0345 454 1111 from any other phone, which should put you through to retentions (thinking of leaving)  They have better offers than the front line agents.  Although you might speak to a first line agent to begin with tell them you are wanting to speak to cancellations and they should then pass you through to the actual retentions agent.  

    Do your homewqork first though and price up similair speeds/packages with other suppliers.

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    3 months ago

    Or alternatively just tell them you want to cancel amd await developments. They'll make offers   but beware they all tie you in for 18 months, so make sure you're happy before accepting. 

    Or just go elsewhere , plenty of options around now. 

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    3 months ago

    Hi SparkyQ thanks for posting although we're sorry to hear of your concerns raised regarding your contract price.

    All offers are subject to availability so we can only offer you what is available - these do change regularly though so it is possible in a short period of time there might be a better range of offers that suit you.

    We would advise you to contact us directly on 150 / 0345 454 1111 where we can look into this further for you, hopefully this helps.

    Many thanks

    • SparkyQ's avatar
      SparkyQ
      Joining in
      3 months ago

      I gave up after 2 and a half hours and 3 phone calls and 2 chats half of which I was disconnected from. I had offers for more than than the standard renewal price, thats just stupid, and it took me 45 minutes to put a cancellation request in, this needs to be easier, the 1 day notice and crazy rigmarole of customer service (well lack of) means I have lost all faith in this company. 

      • SparkyQ's avatar
        SparkyQ
        Joining in
        3 months ago

        I couldnt think of anything worse than phoning that number again

    • unfit's avatar
      unfit
      On our wavelength
      3 months ago

      I have been the looking for new deal loop over the past week. Happy to pay near what currently am but not £28 I aint paying £50 for just BB either, so I've cancelled. 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        3 months ago

        Hi unfit, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐ We can see you've posted on a few different threads and had a reply already. 

        Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one or commenting on someone else's. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

        Many thanks, 

  • davefb's avatar
    davefb
    Joining in
    3 months ago

    Sadly can't advise, I feel stuck in the same boat. Feel like a right idiot not addressing this sooner(since I do now have a choice for bb), because I'm just going to have to "click renew" on the website offer. ( still about 10/month price rise).
    I was on 70quid month ( out of contract 130). Previous two renewals have gone okay. But this time the creep up was a bit much so was trying to get a lower bundle.
    I've been offered 96/month or a 114/month or 77 for just broadband. I can't change to a lower package on the website (it just jumps to the 'renew' offer) and been refused by customer services ( and retentions!) , they refuse to mention any lower packages/prices. Stunned. "you should just accept this 96/month, then query it within the 14day cooling off period" was the "best advice"..
    I know I've had good deals in the past (not the best I've seen), but I've been with "VM" 20+ years, kinda hoped that might count for something.........