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davjar's avatar
davjar
On our wavelength
29 days ago
Solved

Contract renewal issues part 2

This is a further development to my earlier post. With my contract coming up to its end and the online offers being poor value for money I engaged VM directly 24/03/2025.  After discussions with 2 VM reps I received summary documents that had an error, but after a couple of hours the contract document arrived with a increased charge of £9 per month more than I agreed after posting on here got some help from the forum team and then got a new summary 25/03/2025 which I was satisfied with. I thought this was resolved. Think again, after a few hours the same thing happened, a contract arrived with no less than a £30 per month increase over the earlier summary. This indicates a ludicrous, totally uncompetitive  charge for the service . I will of course be in touch tomorrow to reject the renewal. I want my current contract to continue its course. I will then look at arrangements to engage with an alternative provider as  soon as possible I know I will be obligated to pay any early termination charges but they should for the contact that was originally in place. Anyone had any similar issues and offer advice? 

  • The best advice is they should waver the cancellation charges because they have overcharged you on 2 new contracts and they kept making mistakes. This is their fault. I would make a complaint or contact the CEO Team.

    I used to have to deal with the CEO team but not sure that you can do that anymore. They even had a direct phone number you could ring as well until they discontinued that during Covid. Plus the CEO changed around the same time as well.

    I would refuse to pay a termination fee because they are at fault.

    Last other option is to contact the ombudsman and provide them with the emails with the PDF files and any other screenshots you have or evidence of your correspondents you had with VM the last few days. That should make your case very strong and just say that you want to now cancel your current contract and you do not think it is right I have to pay the cancellation fees for early termination because VM have made multiple mistakes when you was trying to renew your contract with them.

    Good luck.

7 Replies

  • The best advice is they should waver the cancellation charges because they have overcharged you on 2 new contracts and they kept making mistakes. This is their fault. I would make a complaint or contact the CEO Team.

    I used to have to deal with the CEO team but not sure that you can do that anymore. They even had a direct phone number you could ring as well until they discontinued that during Covid. Plus the CEO changed around the same time as well.

    I would refuse to pay a termination fee because they are at fault.

    Last other option is to contact the ombudsman and provide them with the emails with the PDF files and any other screenshots you have or evidence of your correspondents you had with VM the last few days. That should make your case very strong and just say that you want to now cancel your current contract and you do not think it is right I have to pay the cancellation fees for early termination because VM have made multiple mistakes when you was trying to renew your contract with them.

    Good luck.

  • davjar's avatar
    davjar
    On our wavelength

    Thanks for your reply, and your advice, which is duly noted. I will ensure I keep all the emailed documents handy, should I get close to that situation.  I consider that the renewal is an online transaction and governed by the 14 cancellation right, but I will either get this resolved today, or insist the renewal is cancelled and I will look elsewhere. I have the option to take any Openreach provider so thats a possibility,  so VM not the only game in town

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team

      Hi davjar thanks for your messages on here.

      We see you're speaking to Gareth so we hope and trust he will help to get this resolved for you.

      Many thanks

  • davjar's avatar
    davjar
    On our wavelength

    Tom_W1,  Gareth has not been in touch today and I cant see any evidence that he is dealing with this issue. Since I posted this, unbelievably I couldn't see the contract in  my account this morning, VM seemed to have system issues. I can now see the latest contract  now it states it was renewed yesterday but the service speed is still wrong, and the charges have reduced from £65 to £44.64 but this is still not what was agreed. If I don't get some contact re this by 2.00Pm today I will call the cancellations team, and tell to cancel any renewal. My main concern is that the bungling I have encountered to date means there is a risk doing  this will make matters worse but I am close to the point where I don't care anymore

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team

      Hello davjar thanks for your reply.

      Please be assured your PM is with him and he will respond in due course.

      Gareth is not in the office until tomorrow but please be assured as soon as he's back he will respond to your message directly.

      Many thanks

  • davjar's avatar
    davjar
    On our wavelength

    Tom_W1 Thanks for your reply, I contacted one of the agents on the helpline who has explained why the contract has a different rate and it has not yet fully updated on my account but should be there sometime tomorrow. I am now satisfied that Gareth has in fact sorted matters for me and it will be another day for the changes  to be visible in my account. The differences in charges I noted were the result of changes before my current contract expires. Apologies to you and Gareth  for the escalated tone,  I should have realised the changes might take up to 48 hours to be fully visible. I considered this to be fully resolved now. Thanks and apologies again

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team

      Hi davjar. Thank you for the update. We are glad to see the issue is on its way to being resolved. Please feel free to let us know if you are able to see the changes by tomorrow. If not, we are still happy to help from here 😊