Forum Discussion

Stevomac1986's avatar
Stevomac1986
On our wavelength
10 months ago
Solved

Awful renewal experience and confused with new package!

After a number of conversations and phone calls (couldn’t renew on line as it kept saying there was an issue) I’ve managed to renew my contract. I think VM could do so much better with customer service if they reviewed their call centres and listened to customer’s concerns.

VM kept quiet the surprise about having to pay for TNT Sports and one thing I did notice is that Sky Cinema UHD had been removed - have VM lost access to this or is it inclusive to the Sky Cinema subscription?

Also, my Wife uses the O2 SIM card and I note on my new contract this hasn’t been included. Will this continue or will it stop working?

Again, due to the difficulties of renewing, I was just glad to keep my premium down, although it has increased by £25 per month!

Some clarity would be appreciated.

Cheers

  • Ashleigh_C's avatar
    Ashleigh_C
    10 months ago

    Your SIM would only cancel if you cancelled it with O2 Stevomac1986 

    To activate your Volt benefits you just need to register using the O2 app. You can view more information here

  • Hi there Stevomac1986 

    Thank you so much for your post and we are so sorry to hear that you have faced this experience.

    I am so sorry again that you have faced this issue with your deal, can I ask if you signed up for a Volt package at all?

    • Stevomac1986's avatar
      Stevomac1986
      On our wavelength

      Hi Ashleigh.

      The agent asked for my O2 mobile numbers which I provided so I presume that Volt will have been applied?

      Thanks

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team

        This would suggest Volt was applied Stevomac1986 thank you for confirming. 

        Does the contract state it is a Volt deal at all? 

  • Stevomac1986's avatar
    Stevomac1986
    On our wavelength

    Following on from the re-contracting process, I've just had the shock of my life to be told my next bill is £208!!!

    My new contract is viewable on my account but the discounts haven't been applied. I've never known a re-contracting process to be so arduous and stressful. It isn't transparent like other providers such as Sky! 

    Which is the best number to ring to sort it out?

    Thanks in advance.

    • Beth_G's avatar
      Beth_G
      Forum Team

      We're sorry to hear there's been an issue with your new contract and pricing. 

      I'll be happy to take a look into this with you further. I've dropped you a PM so I can take your details.

  • Stevomac1986's avatar
    Stevomac1986
    On our wavelength

    I re-contracted with VM in April as my discounts were ending in June. The process in itself wasn't easy but managed to eventually do it and my new contract has been uploaded to my account.

    I've just had a shock to see my bill go from £78 per month to £208 per month, and the new contract is not being reflected on my account (change from Maxit TV to Mega TV etc).

    Has anyone else had this issue and can confirm the best way to sort it out?

    Thanks in advance

    • pau1200's avatar
      pau1200
      Dialled in

      I'm in a similar situation, was offered a renewal price, took it and received the information for it not to be applied, then they did it again and it increased by £21 but they said a rolling credit would be applied, but it didnt. Tried again to sort it and the new contract was £121 but told it would be discounted, guess what, it wasnt. I have given 30 days notice as now they are saying they cant offer the deal that was originally taken even though I have all the paperwork. I dont know if its a scam they are trying or just incompetence. Raised a complaint and they closed it so I have had enough. I have been told that my account will be credited on my final bill, im not holding my breath but I have cancelled the direct debit as I no longer trust them.

      Even though they didnt resolve it the team you get put through after the first cancellation team is the best and usually UK based.

      • Stevomac1986's avatar
        Stevomac1986
        On our wavelength

        It's very concerning the experience you've had. I've never had an experience like this when I've renewed a contract with a provider. It concerns me if this is done intentionally to make more money out of existing customers. Surely there are rules and regulations policing this type of behavior....