Appalling customer service for renewals and faults
1. Our router has had a red light on it for weeks and our mesh network has stopped working. Wifi is dire. According to VM website, the red light indicates the router is overheating. Followed all the steps to resolve and still have red light. Then did the recommended factory reset of router and still have red light. Contacted tech support to be told there is a known broadband issue in our area and that is why we have a red light (so not the over heating stated on VM website). However, when I check our broadband status it states there are no issues. Our neighbour is also on VM and not having issues. I was told via WhatsApp support that it would magically be back to a solid white light this morning and it isn't.
2. Our contract is up for renewal. Struggling to get clarity from anyone in customer service, retentions etc. I have complained about misrepresentation of packages when they say all our current channels are included when this is not the case. First they said no film channels and no TNT and now, no TNT but keep saying channels are the same. They then say our current bundle no longer exists and offer me a different bundle but cannot tell me what channels are included (but reassure me it's the same as existing channels) so when I ask if that includes movies and TNT, I'm told that's another £18 please! I have downloaded the channel list from VM website for May 2024 and the bundle they have offered me is not on there. However, my existing bundle for current contract is on the channel list and it includes TNT. So how can they say my channel package would be the same then tell me TNT is not included. They are very quick to ask you to commit with no transparency. I'm going to cancel VM altogether and file an external complaint about their lack of transparency when trying to sign you up to a contract and their misleading, pressurised sales tactics.
3. My father-in-law renewed his VM contract on 2nd May 24 - he has been offered significantly more in a bundle from VM for £78. We however, have been offered significantly less for anything ranging from £99 upwards. I have asked for an explanation of why two existing customers cannot get the same deal and nobody can give me an answer. I have also asked for an explanation of their pricing structure to account for such differences in what is being offered and again nobody can answer.
It's all smoke and mirrors with VM at the moment and sadly after many years, the only thing to do is cancel and file a complaint with Ofcom.