Forum Discussion

JonHa's avatar
JonHa
Tuning in
7 hours ago

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

1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 hours 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! 🌞