Forum Discussion

Derek918's avatar
Derek918
On our wavelength
15 days ago
Solved

New contract, new price not honoured

Hello, on 26th Feb I gave 30 days notice to cancel bb and landline, I spoke to retentions and agreed a new contract at £30 a month for M125 bb and landline, yesterday VM took the usual £33.72 DD and I recently had an email stating my costs were going up in April by 7.5%. I have the new contract details with what I should be paying from 26th Feb, £30 a month and no increase until April 2026, but this isn't being honoured. This was all agreed by phone and not an online offer. Can anyone help sort this please? Thanks in advance. 

New contract
not honoured
  • Steven_L's avatar
    Steven_L
    14 days ago

    Thanks for coming back to us Derek918. I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    14 days ago

    Hey Derek918, thank you for reaching out and I am sorry to hear about your billing issues.

    Please remember we do bill a month in advance, so that charge dose sound about right. You would be paying that charge from March not February. 

    We have taken a fair and entirely transparent approach to price increases that continues to deliver outstanding value to our customers. Demand for our services has never been higher. Last year, mobile data traffic was up by a further 9% and broadband usage on our network increased by 8.1%. In order to meet that demand & ensure we can continue to provide fast reliable services, we continue to invest in our networks. Everybody gets a price rise now sorry.

    • Derek918's avatar
      Derek918
      On our wavelength
      14 days ago

      @Matthew_ML,  I know about your copy and paste reasons for price increases, but I was told my new price of £30 included this year's increase. If you would like to view my contract summary sheet you will see that £30 lasts until April 2026. 

      As for billing a month in advance, I was told that my next bill will be £27.28 on the 19th of March. So that would mean I pay twice in 8 days! One of £33.37 and a second payment of £27.28. No thank you. Check the recording of my call on 26th Feb and check my new contract details please.

      • Steven_L's avatar
        Steven_L
        Forum Team
        14 days ago

        Thanks for coming back to us Derek918. I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • Derek918's avatar
    Derek918
    On our wavelength
    7 days ago

    Thank you @Steven_L, my new bill is showing the correct costs now. 

    • Steven_L's avatar
      Steven_L
      Forum Team
      7 days ago

      Thanks for coming back to us Derek918 and I'm glad to be able to help you to get this resolved. If you have any issues or questions now or in the future, please let us know here and we'd be happy to help.