Forum Discussion

obico's avatar
obico
Joining in
20 days ago

Contract Renewal Problem

Accepted a renewal offer online on 06/03/25 as my contract was coming to an end in 2 months and after receiving a tirade of emails to renew now and have benefits. I was sent the Contract Information  sheet and the Contract Summary  Sheet on the  next day, I am not sure that I understand the bills for the new  contract  and and why my current contract suddenly increased the next bill after the renewal. I plan cancelling this renewal as I can't understand the high rate. I just feel that I was lured into renewing early, please could someone explain to me what other options that I have aside cancelling the entire contract and the reason for the higher rate than my current bill even after promising that I could keep my current rate if I renew now emails I was receiving. 

  • Kath_P's avatar
    Kath_P
    Forum Team
    20 days ago

    Hi obico, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with getting a contract that you agreed to applied. 

    If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    As these offers are online exclusive, the Sales or Customer Services team or us won't have visibility of them so we're unable to do anything until the changes are done. The 14 days cooling off period, won't start until the changes are made. 

    If you don't want to receive any marketing email, you can update your marketing preferences, just sign in to My VM here. Click on Account settings > Marketing preferences > Edit my preferences. From here you can opt out and it will stop calls, emails and addressed marketing. 

    Many thanks, 

  • Robert1885's avatar
    Robert1885
    Tuning in
    20 days ago

    Hi

    Yesterday I extended my contract, I had 2 options to choose from: reduce the subscription and replace the router with HUB 5 or reduce the subscription and increase the internet speed to 1 GB. I chose the option to replace the router with HUB 5. Unfortunately, I do not have a new router in the contract, I have an old HUB 3. I am tired of these scams, please help me.

    • Kath_P's avatar
      Kath_P
      Forum Team
      20 days ago

      Hi Robert1885, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear this happened. Was this offered online or over the phone with an agent? We would usually only offer new equipment if the equipment you currently have, isn't capable of the new service. 

      In your case, a Hub 3 isn't compatible with a 1GB speed so we would offer a new Hub. 

      If you check the pre-contract documents, this will advise if a new Hub is included. 

      Many thanks, 

      • Robert1885's avatar
        Robert1885
        Tuning in
        17 days ago

        Hello
        As I wrote, I got two offers to choose from on my VM account. I could choose to reduce the subscription fee and Hub 5 at no extra cost or reduce the subscription fee and increase the Internet speed to 1 GB.

        I chose the first option. The monthly amount was reduced, but the old HUB 3 router remained.

        I know that these two options were a bit strange, because they offered HUB 5 without 1 GB of Internet or faster Internet without a new router. I guess it was to encourage me to sign a new contract.

        I know that I can cancel the new contract within 14 days, I am waiting for an explanation of the situation. I have been with you for 15 years, I pay the subscription on time, and someone is trying to make me a liar, although they know well what offers they send to customers..... There is a complete lack of professionalism and honesty here.

        Additionally, I noticed an attempt to add the Disney option to my bill without my consent. I hope that this will not be added to my bill, I do not agree to additional options.

        Please understand and help me in this situation.

  • Robert1885's avatar
    Robert1885
    Tuning in
    17 days ago

    Hello
    As I wrote, I got two offers to choose from on my VM account. I could choose to reduce the subscription fee and Hub 5 at no extra cost or reduce the subscription fee and increase the Internet speed to 1 GB.

    I chose the first option. The monthly amount was reduced, but the old HUB 3 router remained.

    I know that these two options were a bit strange, because they offered HUB 5 without 1 GB of Internet or faster Internet without a new router. I guess it was to encourage me to sign a new contract.

    I know that I can cancel the new contract within 14 days, I am waiting for an explanation of the situation. I have been with you for 15 years, I pay the subscription on time, and someone is trying to make me a liar, although they know well what offers they send to customers..... There is a complete lack of professionalism and honesty here.

    Additionally, I noticed an attempt to add the Disney option to my bill without my consent. I hope that this will not be added to my bill, I do not agree to additional options.

    Please understand and help me in this situation.

    • Kath_P's avatar
      Kath_P
      Forum Team
      17 days ago

      Hi arrgee1991,

      Thanks for coming back to us in the Community. 

      I can see you're already in a private message with my colleague who has been helping you to resolve your complaint. 

      We'll leave this with them to avoid multiple agents working on the same thing 🙂 Please reply back to them via private message so they can continue with helping.

      Thanks, 

    • Robert1885's avatar
      Robert1885
      Tuning in
      17 days ago

      That's exactly what it looked like for me! Two offers to choose from, I chose the first one. Now VM is trying to make a fool out of me.....
      I wonder how many people have been misled in this way ….. A serious company resorts to cheap tricks …..