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Louise71's avatar
Louise71
Just joined
12 days ago

Contract Renewal issues

Hi, My contract was due to come to an end on the 6.4.25, so I contacted via the chat on the 20.3.25 to renew which I was told was done for a new price of £65pm....only to get my new bill at the out of contract price of £133!!!

So I contacted again via the chat today as the previous contact all showed there still and they apologised for the last renewal not going through but said that they had managed to successfully renew now for the same price and I wouldn't be charged for May due to the error. 

I received the contract details both times but it's still not updated on my account! 

2 Replies

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  • pdfbt40's avatar
    pdfbt40
    Fibre optic
    12 days ago

    Good luck.

    I tried to upgrade an expired contract on 11th March which had been like that for over 2 years !!!

    Got a contract I was happy with, printed off the pre-contract documents and accepted on line.

    Since then I've had a further 4 contract documents with different increased invoice charges through to 2027.  All unacceptable.

    Several calls later and a letter of complaint with another phonecall, I got another verbal quote and offered a resolution I refused. It included an offer of £3.50 credit for a payment increase of 6x£3.50, $24.50 !

    a letter from VM formally offering that rejected resolution, and saying they couldn't get in touch.

    So as you can't extend a complaint, I've created another complaint that another contract agreed earlier this week on a LONG phonecall has NOT emailed a new pre-contract for signiture !

    Sorry but VM make sensible communication as difficult and variable in protocol as possible.

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    12 days ago

    Thanks for reaching out to us Louise71, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues you have experienced with the renewal of our services.

    We would advise that when a new contract is agreed, it can take up to 72 hours for this to appear on your self-care account.

    Do please allow this time frame to pass and report back to us to confirm the status of the contract's visibility.

    Thanks,

    David_Bn