Forum Discussion

Ashg's avatar
Ashg
Superfast
28 days ago

New contract made online but not updated

I've updated my contract via my account and upgraded my TV package. I've received my new contract via email. Neither my account nor my TV package has been updated. My account still shows my old contract, which is close to running out and going back to full price, and nothing about the new contact to be seen anywhere!<br>I did a chat box and was told it was fixed, and a complaint was raised by him and then marked as fixed, which it was not. I since raised another complaint to complain about that as well as my contract issue. Furthermore, I'm not holding my breath as to when this will be fixed because complaint procedure says up to 28 days.<br>I was pleased to see new contracts can be made via my account without any phone calls, but it's now turned into a total disaster! 

5 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    27 days ago

    Hi Ashg, 

    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 won't have visibility of them. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

    Many thanks, 

    • Ashg's avatar
      Ashg
      Superfast
      20 days ago

      Well, in my case it went wrong and was not updated in my account, and I was told this!. It's sorted now after a second complaint.  

      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team
        20 days ago

        We're glad to hear that is now all sorted for you. Please do reach out if you need assistance in the future. 

        ^Martin

  • Ashg's avatar
    Ashg
    Superfast
    27 days ago

    OK, so here is an idea which would be helpful, and it would save not only me time but others as well who have done this!. Please include this timescale information in the email sent out along with the new contract that I received the same day when signing up for a new deal. It would have not only saved me time writing a complaint and using the online chat where the guy didn't understand what was going on! Plus your time typing this reply.   

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      27 days ago

      Thanks for coming back to us Ashg and we'll be happy to pass on your feedback to improve the services that we offer.

      Kind Regards,

      Steven_L