Forum Discussion

JonHa's avatar
JonHa
Tuning in
21 days ago
Solved

Online renewal - issues again

I have previously written about issues with renewing online, unfortunately it has happened again.

Now, again, out of contract, I had called as well as chatted to get a new deal as a loyal customer as well as checking that my existing services would remain the same. I was given eye-watering increases with no additional services, so decided to stay out of contract.

I explored an online renewal deal on the 15th June and agreed to the offer. I have still not heard anything, continue to pay more and nothing has changed on my account. I was told my account would be updated in 48 hours (a week ago) when I asked about this by chatting online. I really hope I wasn't just fobbed off by the online chats service last week.

Please be wary of renewing online.

billing
complaint
contract
renewal
  • Molly_T's avatar
    Molly_T
    21 days ago

    Hi JonHa 👋 Welcome back to the community forum! Thanks for posting! 

    Sorry to hear about your experience trying to change package via My VM. It can take 10-14 days for a package change to process when completed via My VM. 
    As you requested this back in June, it's probably a good idea for us to investigate further what's happened here so we can offer some additional help if needed! I will send you a PM to confirm a few details so we can have a closer look. 

    Please keep an eye on your Inbox 📩 in the top right corner of the page. We can then return to this public thread with further updates when possible. 

    Thanks for your patience in the meantime! 🌞

3 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    21 days ago

    Hi JonHa 👋 Welcome back to the community forum! Thanks for posting! 

    Sorry to hear about your experience trying to change package via My VM. It can take 10-14 days for a package change to process when completed via My VM. 
    As you requested this back in June, it's probably a good idea for us to investigate further what's happened here so we can offer some additional help if needed! I will send you a PM to confirm a few details so we can have a closer look. 

    Please keep an eye on your Inbox 📩 in the top right corner of the page. We can then return to this public thread with further updates when possible. 

    Thanks for your patience in the meantime! 🌞

  • JonHa's avatar
    JonHa
    Tuning in
    9 days ago

    Hello,

    Thanks for your assistance with this and for remaining friendly and helpful throughout.

    This was sorted out, it appears it would not have automatically gone through over a month later and my offer of the "same package, better price" was eventually honoured.

    I am hoping these issues with renewing contracts offered online within one's account will be solved so myself and others do not have to go through this kind of time-consuming chasing up  in the future.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      9 days ago

      Hi JonHa thanks for posting, we're glad this is all resolved for you!
      Your feedback is noted - take care 😊