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jbdbevan's avatar
jbdbevan
Tuning in
6 months ago

At my wits end with upgrade offer not gone through

Dear All, 

I recently upgraded from broadband to broadband and tv with some add ons on 23rd August but this for whatever reason has not gone through and the new contract is wrong. 

I can't work out if this is a genuine error v lowballing but I'm so frustrated with it. 

Is there any reason the staff won't look at my order number or precontract information sheet when dealing with this issue. If its not resolved I'll have to use 14 day cooling off cancellation but I dont want to do that. 

Thanks if anyone can help!

Jonathan

9 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    This is very familiar. You accept what sounds like a good deal, but you end up being given something different and more expensive. 

    It's what VM like to call "confusion", but there are other names for it. You might be fortunate and a VM person picks this up and offers to help. Otherwise you'll have to cancel. 

  • jbdbevan's avatar
    jbdbevan
    Tuning in
    6 months ago

    Thanks Both. I assume the cooling off period starts from whenever my services become available?
    I'm worried in case it doesn't transpire. I've received my TV box already but just don't have the addons or the upgraded internet speed. 

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      6 months ago

      The 14 days starts when the new contract is activated. If the TV is now working, that will be the start. Otherwise you can assume it is still waiting for them to sort it. 

      But you shouldn't be paying more in the meantime. 

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

      Hi jbdbevan, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with getting a contract that you agreed to applied. 

      If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. When new equipment is required, the changes will go through once the new equipment is activated.

      As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them, so are unable to help while the changes are pending. 

      Once you've installed the box, you should see any changes reflected on your account. If you don't pop back and let us know.

      Many thanks, 

      • jbdbevan's avatar
        jbdbevan
        Tuning in
        6 months ago

        Hi Kath_P. 
        Thank you for the reply; this does explain a lot. 
        I can see that the new internet speed upgrade has been applied but still missing the sports package (Sky Sports and TNT). I already received the box a few days ago which is working fine apart from no sports. 
        The order number is XS1000782834.

        I was due a return call from the phone sales team tomorrow who have been trying to help me but I think given what you said I had better tell them leave it for now. 
        Someone I spoke to on online chat had said the Sports package had failed to go through properly. 
        Happy to be advised further what I should do but i appreciate the reply!

        Jonathan