Contract renewal not activated
On 16th December, I logged into my VM account online to look at my contract renewal options. There was an offer to renew for 18 months for a few pound more than I had paid so I clicked the link, read through and agreed with the pre-contract documents, and then accepted the offer. I got an order confirmation email straight away, but nothing has updated on my account. I have recieved my next bill and the amount for me to pay is double what I normally pay. I was expecting to.pay what I had agreed to when renewing my contract There is no sign of me renewing my contract online or on the app
I have an order reference number and details of the contract offer I can provide if needed
Can anyone help?
Thanks
I had the same problem. After a painful call with the call centre where they just kept telling me the deal wasn't available anymore and didn't seem to understand I had an order confirmation and had accepted the contract, I asked to be put through to their complaints department. They insisted on putting me through to a customer liaison line instead, where I spoke to someone who was able to help. I provided her with the code on the contract documentation I was sent earlier this month. She has set me up with a new contract that is notionally a higher price, but with an 18 month credit applied so it comes out at the same price as what I had already accepted, and she was able to arrange for my new hub to be sent on a day I can be home. Fingers crossed it will all work out - a painful hour on the phone! If the private message option above doesn't work, I suggest calling them but trying to get the call centre to escalate your call as quickly as possible as they cannot do anything to help.
