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Mallenvm's avatar
Mallenvm
Joining in
2 years ago
Solved

Order not showing

I am currently out of contract and decided to go online and see what renewal deals were on offer. I found one that upgraded my current package for the same price ( albeit have to resign for 18 months!)

I have received all the usual email contracts and confirmation of order, but when I look at open orders nothing is showing? I have tried to get to speak to a human without any success.

any ideas?

thanks in advance 

  • Kath_P's avatar
    Kath_P
    2 years ago

    Hi Mallenvm, 

    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 you've had some issues when it's come to renewing online. Once any deal is accepted, it goes to a back office who then make the changes however this can take up to 14 days. You'll receive another email once the order has been fully processed. 

    If it's been over 14 days, please pop back and let us know so we can check things further for you. 

    Many thanks, 

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  • FlockWallpaper's avatar
    FlockWallpaper
    Up to speed
    2 years ago

    OK so you are outside of the minimum contract period (technically, you are never ‘out of contract’ but i know what you mean), honestly your best option is to look around at alternative providers in your area. What do you have now with VM, what can other providers offer, how much, if not exactly the same, could you live with it?

    It may well be that VM have accepted you signing up for a new contract, and the lack of it appearing in your pending orders is down to them having the worse Customer Service system in the history of the World. Alternatively you may be joining the queue of customers who report on here that they ‘renewed’ received conformation but VM deny it, again, see worse Customer Service system in history!

    Now if you are ‘out of contract’ (you aren’t, but still), it does put you in a massively superior position to negotiate a better deal, simply because you can give VM thirty days notice and walk. If you do that, then chances are that they will come back with a far better offer.

    Except there is a chance that they will call your bluff and not, in which case you absolutely have to be prepared to move elsewhere, hence my advice at the beginning to investigate what alternatives are available to you.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Mallenvm, 

    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 you've had some issues when it's come to renewing online. Once any deal is accepted, it goes to a back office who then make the changes however this can take up to 14 days. You'll receive another email once the order has been fully processed. 

    If it's been over 14 days, please pop back and let us know so we can check things further for you. 

    Many thanks, 

    • Mallenvm's avatar
      Mallenvm
      Joining in
      2 years ago

      Thanks for getting back to me Kath_F.

      the order was placed on the 18th Feb, order number CH2060980012

      anything you could help with would be appreciated.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for confirming that for us. 

        As it's been over the 14 days, it will be best for us to check a few things for you but in order to do that I will need to confirm some information with you to pass security. 

        I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks, 

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Mallenvm, 

    Thanks for sticking with me via private message. 😊

    We're glad we were able to get this resolved and sorted for you. 

    If you have any further issues, please pop back and let me know. 

    Many thanks,