Another Contract renewal problem!
Original contract was due to expire at the end of October 2025, cost would be £123.12/month but I arranged as I thought a new contract online of £95.62/month in September 2025.
On 18th September 2025 VM sent me an email with Pre-Contract Documents stating, "Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into." There were two docs attached to that email, a Contract Summary Sheet and a Contract Information Sheet. Both of those docs clearly show that myself/VM had entered into a legally binding agreement for £95.62/month but there was no mention in their email of having to accept the offer, and nothing mentioned in the contracts either.
Following a complaint I made on 7th December 2025 about the above contract not being introduced at the end of October 2025, I received an email on 11th December 2025 with the following statement :- ‘After reviewing your account, we do not see any active contract recorded. If you opted to take the contract online, consent is required, and you should have received an email confirming approval. It may be that, since no consent was provided, no changes were made to your account.’
VM have already taken £123.12 out of my account for November and December 2025 whilst they are apparently resolving my complaint. On 12th December 2025 I received an email with the following statements contained within :-
‘Here’s a summary of the complaint outcome and what we propose as a resolution:
To resolve the complaint, we see that the contract changes have not happened as you have placed it online. We am sorry for the hassle. We will be able to give you a deal with 1 GB broadband, Mega TV with Sports and Cinema, Netflix with Ads, and Anytime Chatter for £95.37 with a 24-month contract.’
‘You will shortly receive information via email regarding the package’
‘All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the detail before you accept that you are happy to proceed’
‘We request you to please reply back on the same email with the consent to change the package. We will process the request’
To date I am still awaiting the promised email with contract offer. Despite several attempts to contact the Resolutions Team in 6 emails sent over 16 days, I am still waiting for a response/ acknowledgement from them.