Forum Discussion

timstorr1's avatar
timstorr1
Joining in
9 days ago

Online contract renewal offer query

So my contract is up for renewal and I logged on to the website and was greeted by an online offer for a newly priced package over two years that I was happy with. I agreed to the terms and received two pieces of paperwork confirming the details of what I had signed up for but no indication of timescale re the service or change to billing.

This was 5 days ago and still heard nothing. Online chat couldnt help and only tried to sell me a worse priced package to the one that I agreed to online.

Can anyone at VM help and advise as to what is going on.

4 Replies

  • timstorr1's avatar
    timstorr1
    Joining in
    10 hours ago

    Hi Forum Team

    So today marks 14 days since I accepted the online offer and received the order paperwork, but still no contact from VM about the order being actioned. Can someone please look into this now as my current contract end date is now getting much closer

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      6 hours ago

      Hey timstorr1, thank you for reaching out and please remember this is 14 working days not 14 days.

      So if this was done on the 4th December, the 22nd December is the cut off mark.

      If no changes have happened by this do let us know.

      We are also not able to see any online changes either on the system sorry. 

      • timstorr1's avatar
        timstorr1
        Joining in
        3 hours ago

        Thanks for the reply, but I'm completely bemused as to why a simple change has to take so long. The order was actually agreed and confirmed on 28/11/25 so I calculate 14 working days ( Mon-Fri I presume) will be Thursday 18th December. I'm sure I'll be back on the 18th asking for assistance to get this sorted as I'm afraid I have little faith in VM to action the order without some form of intervention.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    9 days ago

    Hi timstorr1 

    Welcome to the Community Forums. 
    Sorry to hear of your concerns. It can take up to 14 working days for online offers to be applied. 
    Please do get back in touch after 14 working days if you still require any assistance on this, and we can investigate this further for you.