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johnny64's avatar
johnny64
On our wavelength
5 days ago
Solved

Lost my renegotiated renewal contract made over phone call.

Lost my renegotiated renewal contract made over phone call.

After much annoyingly frustrating amount jumping through multiple hoops of trying to get through to customer service on 151 home phone, I got a difficult to understand Indian lady who wouldn't stop talking not giving me a chance to speak!

I phoned today 23rd May 2025 to check why I hadn't received confirmation of a renewed renegotiated contract I made on the 9th of May 2025 which I asked for and recorded the call!

Lady said there was no record of my call 9th may or any new negotiations?..well I have a recording proof you did!

She transferred me to retentions who put me on hold for ages she found the transcript of my call 9th may and confirmation of new renegotiated contract down from £70 to £35 month...no apologies so I made a complaint not happy bad service and having chase up things.

She raised it as a complaint and said my contract will be processed 3-4 days i demanded confirmation of my new £35 contract and confirmation of my verified call on 8th may.

 

What a headache!

  • John_GS's avatar
    John_GS
    5 days ago

    Hi johnny64 

    Thanks for posting and welcome back to the community. Sorry to hear of this experience as it's not the level of service we aim to offer.

    We can see from checking the system you've got this sorted since posting.

    Please do pop back if you need further help.

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  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    5 days ago

    Hi johnny64 

    Thanks for posting and welcome back to the community. Sorry to hear of this experience as it's not the level of service we aim to offer.

    We can see from checking the system you've got this sorted since posting.

    Please do pop back if you need further help.

  • johnny64's avatar
    johnny64
    On our wavelength
    5 days ago

    Hi yes I got a call back this early evening from very pleasant Josie@ VM customer service & complaints she was apologetic and helpful and resolved my main complaint and redone my negotiated discount on broadband landline deal to £35pm.

    Also my frustration at not being able to easily connect with customer adviser agent she will make changes to 151 service accessibility menu ect.

    Also I mentioned router ongoing long time problem not resolved, I've had a problem for a long time all of 2024 with my hub3 router constantly disconnecting every day many times day and evening  the red light is constantly on the router and  hot even in well ventilated room even after pin reset & reboot .

    Josie transferred me to technical guy and he ran multiple tests and could see a problem and has ordered a new router to be sent out to me in next 3-4 days courier.

     

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

      Thanks for update johnny64, and we're pleased to hear of the positive steps taken in your recent interaction with a member of our team.

      Do please keep us updated with the delivery of the router and it's performance.

      We welcome any further updates or requests for assistance, if required.

      Thanks,

      David_Bn

  • johnny64's avatar
    johnny64
    On our wavelength
    4 days ago

    Hi David well I got a message from Yodel about delivering my new router today between 13.06-15.06 many messages yodel and updates &  it's on its way your next on the delivery then nothing?

    I was in received no messages or email and sat indoors near front door waiting.

    I downloaded yodel app and went on chat and was told the delivery guy couldn't find my address?...so I said that's not acceptable didn't he have Google maps?.why didn't the driver phone me he's got my number it's registered and on the app?.. as on the map he was shown near my addres it's not as if I live in the middle nowhere I live off near main road easily found,.plus I've had no problem with deliveries from Amazon,Tesco, Morrisons,royal mail. I told him the service yodel is no good not fit purpose and Im making a formal complaint.

    The guy on chat said just wait until tomorrow Sunday 24 hours!...then he cut me off then I chat another guy he said delivery will be on Tuesday that was the original delivery date 

    So I said so what will this other driver know how to find my address if the other guy couldn't may e telepathy?

    He said I'm.sorry your annoyed I understand but don't worry you will get it delivered  tuesday.

    Yodel not fit for purpose virgin should stop using them as courier  I've hear from other people same issues with them.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      3 days ago

      Yodel are in fact a perfect match for Virginmedia. 

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      3 days ago

      HI johnny64 👋.

      Thanks for reaching out to us, sorry to hear of the issues that you are facing with Yodel. So we can assist where we can, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina