Package contract renewal

Question

&nbsp;Hi, my package is coming up for contract renewal next month and I have been offered a renewal price to keep the same services I currently receive, about £10 extraThe current services I receive are:-&nbsp;&nbsp;Broadband 1Gig&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Mega TV&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Anytime anywhere calls&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Add-ons:&nbsp; &nbsp; Sky sports&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Sky sports HD&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; TNT sports&nbsp;I noted the quote and then browsed away from the VM site and now, lo and behold, I have been e-mailed pre-contract documents and surprise, surprise TNT sports is conspicuously absent from these documentsI believe on this occasion, this occurrence may be due to incompetence rather than being disingenuous.&nbsp; Whatever, what I am after is a quote for the services I currently receive to enable me to make a renewal decisionI would be grateful if one of the VM forum team could pick up on this as remembering prior experience, I do not want to phone 150 to be put on hold for hours on end!&nbsp;&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;

oslouk · Answer

Thanks for all responsesWell 4 months later, VM have honoured their original offer of 'the same services for £price'.&nbsp; I managed to speak to a human being on 150 at the second attempt and this VM agent/advisor was very helpful.&nbsp; 2 official complaints were raised not by myself, but by the VM advisor presumably to give him more leeway to award recurring discounts on my servicesMy experience has confirmed what I originally thought, namely that VM are not, in fact, liars cheats and thieves, but rather the victims of their own chaotic and bizarre contract renewal systems and processesThe take-away from this is to stress that when approaching the end of your 18-month contract, you are in a very powerful position as, if you wish, you can change providers with no penalty.&nbsp; VM know this and, in my experience, will endeavour to keep you happyThe way forward with the contract negotiation is to stay polite, be firm and stick to your guns.&nbsp; I lost count of the amount of times I stated "I want VM to honour their original offer"So am happy for now but not really looking forward to the bun-fight in 18 months time LOL

unisoft · Answer

They don't usually do this, as package negotiations are phone in to retentions to haggle a deal, or WhatsApp else they would have a flood of people on here trying to get better pricing.

The forum staff normally sort out problems with agreed renewal prices and package content and contract related issues.

David_Bn · Answer

Thanks for reaching out to us oslouk, and a very warm welcome to our Community Forums!
Sorry to hear of the issues experienced with the monthly price quoted, which doesn't seemingly quite match what content is on offer.
As per the advice from unisoft, can you confirm if this contract is in place on your account and is therefore subject to an active 14 day cooling off period, or is this very much still in the negotiation stage?
Thanks,
David_Bn

Molly_T · Answer

Hi oslouk 👋 Thanks for returning to the thread to keep it updated!&nbsp;
Really pleased to hear that the team on the phone were able to get this package / contract issue resolved for you.&nbsp;
It sounds like things are all sorted, but if there's anything else outstanding you need please do let us know.&nbsp;
Thanks for your patience! Wishing you all the best. 🌞

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Package contract renewal

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