Online contract renewal check

You need to check very carefully what the renewal actually includes.

VM have changed their TV definitions so that renewals sound the same but are not. One complaint has been that Netflix is now with ads, and there was a problem with sports channels.

You may have to exercise your right to cancel under the 14 day rule if you think they have deceived you.

Hi markdyer72, 

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 there's been some confusion around your contract renewal. Only those services listed on your pre-contract will be included. If Netflix is not showing on there, this would not be included with the exception of if you usually pay via 'add to bill'. If this is the case, the Netflix service will continue however the cost will be on top of your monthly rate. 

It's also worth noting that 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. 

Let us know if you have any further queries or questions. 

Thanks, 

Hi again, it’s been nearly 14 days and I still haven’t heard anything, I wouldn’t have thought would take this long to click a button to renew at what I was offered, and now when I log in to my account to check all I get is the ‘oops sorry’ page as below.  Is there any way anyone can check if this is going through as my contract comes to an end very soon and I don’t plan on paying full price what it goes up to.

And as you can see it clearly states I will not lose any services that I have now so I would expect nothing to change apart from the price which is a couple quid more than I pay now.

You see now how they work to stitch you up. 

You have the right to cancel the new contract without charge within 14 days. But they tell you it will take 14 days for the new contract to show in your account - which as you have already pointed out is quite unnecessary.

I'm not a lawyer, but it seems to me this is an extremely questionable practice. In your position I would be speaking to Citizen's Advice and showing them your original agreement with the confirmation of what you accepted.

But VM will be expecting you to just give up and pay the extra money. 

Any update on this please.

much appreciated thanks in advance 

Just been on chat and stated it is on my account, but I’m not convinced while it’s still not in my account as a new contract :)