Apart from my issues with the switch to 360, I've just looked to see when my contract ends. Rather surprised to find that the alleged upgrade from a v6 to 360 seems to constitute a new contract, starting on 'upgrade' day. I was not told of this. Tried downloading my contract to find the end date, but it won't open. Can a VM staffer please message me with my contract start and end dates, and my cancellation/ opt out choices?
Thanks.
Forum TeamHello emailmisery
Sorry to hear of the contract confusion following the recent changes, we appreciate you taking the time to raise this via the forums.
Unless services or changes have been made to the package, the contract should remain the same as it was prior to these changes. Can you confirm if the changes have completed from V6 to 360?
Yes, now on 360, my contract shows it started on 'upgrade' day. Despite the contract still saying tivo v6. As stated, I did not know it was a voluntary switch, and I didn't know the contract would be changed.
Forum TeamHello emailmisery.
Thanks for replying.
If I can send you a private message to pass security, that would be a good place to start.
Once security has been passed, it will be possible to see what has happened with your contract and make any adjustments needed.
If you can check the envelope at the top right of your screen, that would be great.
Gareth_L
Upgrade is a remote control and software update. There should be no new contract JUST for this. In any event, if it is declared as a new contract you have 14 days to cancel and revert. They won't like to revert to v6 as it costs money for another box to be sent and the old one returned, so VM should be able to sort any "administrative error" with contract. Try and put into writing wherever possible. Tell them they have 7 days to sort, before a recorded delivery letter goes to VM Sunderland asking for 14 day cool off and revert back to original contract. This assumes this has just happened and not sometime in the past and you haven't realised till now....
lol yes. You noticed the speech marks around "administrative errors" then.....
In all the years as a VM customer, it amazes me that the SAME types of errors keep happening. I don't know if the Customer Services director (or any other role name that is responsible) is asleep at the wheel, but it's so obvious to customers. Promotions that have to be processed by a backend mob within 14 days (why??? can be automated), so many issues on here that could be resolved by proper systems, processes and checks.
Done. Thank you.
Any progress? It's been a while.....
Still no response, is anyone there?
Two days in and no reply either on here or via pm.
Comm's with VM people on here don't happen in real time. They are dependent on staff shift patterns. The outcomes, however, generally seem to be better on here for the customer than via other VM support channels.
I appreciate that, but I had a pm asking me for account and security questions. Replied instantly, tumbleweed since.
Forum TeamThanks for your time over the last week.
I'm glad we've been able to iron out the contract issue and that you're okay with what was advised.
If you need anything else at all, you know where we are.
Gareth_L
