Forum Discussion

Meagle66's avatar
Meagle66
Tuning in
19 days ago

Chaotic changing contract experience

I took out a new contract on the 6th Dec 2024 to reduce my monthly from £62 down to £30. The guy I spoke to was very helpful and made it all sound so easy, even promising a credit if my Dec bill was taken as £62.

So the new equip didn't show up as promised on 9th Dec, after no communication and several lengthy chat bots, it finally arrived on Xmas eve. It said on the box I had 5 days to install to avoid service disruption, the old box then frustratingly stopped working on Xmas Day! Installed the new box on Xmas morning and thought that was it...

Just received my new bill for £52. After various credits and charges it appears I had been charged the £62 for Dec. However, as VM only took £30 as per the new direct debit agreement, I was then charged the outstanding amount and a late fee for not paying the direct debit in full.

After an hour on another chat bot I have been promised a credit for the overcharged amounts.

Since taking out the new contract I have spent the best part of 3 hours on the phone/online trying to resolve issues with VM. From missing equipment to being wrongly charged, this has made for a very bitter experience. Yes it is now resolved (hopefully), but boy has it left a bitter taste. 

  • Carley_S's avatar
    Carley_S
    Forum Team
    18 days ago

    Hi Meagle66 

    Welcome to the Community Forums. 

    So sorry to hear of your poor customer experience when changing your contract. This is certainly not the level of service we aim to provide. 

    We're glad to hear that this has all been resolved for you now, but please do let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed