Special offers are a total con - don't fall for the lies!
I was sent a special resubscribe offer by VM, offering a discount on my current package as it was due for renewal.
Catch 1 - nowhere did it mention that some of the channels on the TV bundle would disappear. To quote the email - Same package Same Speed Less Hassle.
ALL LIES. TOTAL LIES. Not the same package, half the speed and a three hours plus and counting hassle on the phone with non English as a first language "customer service" people that make things ten times worse.
How does VM recruit its staff? Set the bar low and only employ people that fail to meet these abysmal standards?
Catch 2 - how hard can it be to answer a simple question? Does the bundle that I have need me to have an O2 mobile contract? After over tow hours on the phone, no definitive answer. I want to bin O2 asap, over priced rip off with non existent customer service - a pattern emerging here? - but have previously been told by VM that without an O2 contract the broadband speed would be downgraded.
Catch 3 - Never answer this question - how many devices are connected to your hub currently?
Despite making it abundantly clear that the pre-contract offer was rejected, my broadband speed was cut as I was told I didn't need a 1Gig connection. Sorry, I will be the judge for that - it was in my contract pre 20 December 2023, and it was in my contract post December 20, 2023. Don't tell me what I need.
Yes a VM employee decided on his own to cut me 1Gig to V500Mb unilaterally, as I had been given a good deal. I didn't ask for this deal VM offered it to me of their own accord.
Litigation here we come.
Been there, seen it, done it.
Had an email pre my renewal stating a very good price for my renewal. I was a little sceptical though that it wasnt like for like (didn't state Netflix for starters). Rang them and after two escalations (first one said the email was wrong and the actual price was DOUBLE that quoted in the email and then the next CS representative put it up even more) I got the price I was happy with and was told this was a like for like package (I made them repeat it as I know phone calls are recorded if I need to refer back).
What ensued was one of my two set top boxes was disconnected immediately (ended up having to have an engineer out to replace it about 2 weeks later), I lost a lot of my subscription channels and my broadband speed was halved to 500mb. I must have spent over 20 hours on the phone or in Whatsapp messaging before it got rectified. I put in two internal complaints which went missing. Trouble with that is I amassed a 12 page document on all my experiences, including screenshots, yet it is difficult to send that to them.
Regarding Ofcom - I tried but a) you have to wait a certain period of time and b) they appear not to accept individual claims any more (I may be wrong there but it looks that way). They instead guide you to two ADR schemes: the Communications and Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman. All providers must belong to one of the schemes.
