New contract not implemented

Question

Hi, I agreed a new contract with outbound retentions on 9th March 2024. Today 9th April my services have been disconnected. I called VM to ask why this has happened and was told that the new contract i had agreed with outbound had not been pushed through. I was then passed on to someone else who informed me that my service was disconnected due to non payment (my account has never been in arrears). I was then passed on to a third person who eventually seemed to get to the bottom of the issue but they have told me I must wait 72 hours for reconnection.

Surely this cannot be the case. Does anyone here know of a way to expedite this?

I have tried WhatsApp, live chat and a couple of alternative phone numbers found on the internet but all to no avail.

Thanks in advance for your help.

Rick

Matthew_ML · Answer

Hey rickd121, thank you for reaching out and a warm welcome to the community I am sorry to hear this.
I have taken a look and I can see you've spoken to the team since this, did they manage to help at all?&nbsp;

rickd121 · Answer

Hi Matt, I am still without service. The last person I spoke to assured me ot would be dealt with by now but still nothing has changed.

Matthew_ML · Answer

Sorry to hear this, did they give you a time limit at all?
It can take up to 72 hours in some cases?&nbsp;

rickd121 · Answer

I was told yesterday morning that it would be between 2 and 24 hours.Why 72 hours? That is a ridiculous timeframe and totally unacceptable.&nbsp;

Matthew_ML · Answer

Any reconnections can take up to 72 hours sorry.
Has this time limit passed?
I understand how frustrating this is but its not as easy as turning a switch back to bring it back online.
Do let us know if the time has passed.&nbsp;

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New contract not implemented

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