Forum Discussion

marko's avatar
marko
Dialled in
2 months ago

That time again, renewal of contract and useless conversations

Hello all, this is to the mods again who are far quicker and far more able to deal with a simple request than the phones or web chat.   My contract is due to expire next month, but VM are charging me more this month than last month and despite explaining this on web chat all I got was an offer of an upgrade for £20 more than I am currently paying which I don't want, it's just my wife and I in the house now, I watch mostly YouTube and she does catch-up or records mostly.

Can (pleeease) a mod action a renewal on my account for a similar price to what I was paying, I can go to Sky for about £20 a month cheaper but just cannot be bothered with the drama of it all.

Appreciate this isn't how it should be done but the mods get the job done with no fuss and drama.

Much love to the mods 🙂

Mark

  • OK, scratch that, despite the agent on the web chat telling me to keep my current subscription would cost me £80 per month instead of the £64 I was currently paying, I've went into my account an renewed it myself for £64 per month.   WOW, just WOW.   Talk about a blatant attempt to extort more money from a customer, that really should be getting looked into as these people would have willingly let me switch to Sky instead of simply renew my contract for the same price I was paying.   

    If a mod does look at this, can they possibly find out why I'm being charged more this month than last month, that was my original query with the crook on the end of the web chat before they decided to try and "upgrade" me for more money.

    Thanks 🙂

    Mark

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi marko, thank you for your post.

      We're sorry to hear about the poor experience you've had and that you feel this way 😔

      Regarding your query, do you happen to have a discount that's due to end within the period covered on your latest bill?

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel

      • marko's avatar
        marko
        Dialled in

        Hi Daniel, my existing contract ends next month, but it clearly states on the contract that ...

        "Your monthly package cost until 02/02/2025 £64.94"

        "Your monthly package cost after 02/02/2025 £85.94"

        My bill due on 13th Jan is £72.47

        Hope that helps

        Mark

  • Hmm, ok, might just be me but here goes.

    My current contract states

    Even though I get we're billed in advance, my current bill of £72.47 was issued on Christmas Day, 25th December 2024.  That's 8 days before my contract has 1 month to expire.   The difference to what I normally pay is now £7.53.   Even if I accept this is still part payment for the next months billing (before having renewed or renegotiated), I've now received an email stating "Your next bill will be £76.51* which includes £11.57 to cover your changes up until your next bill period".

    So now I've been charged £7.32+£11.57=£18.89 extra over 2 months (from the last bill date of 25th December 2024 to the next bill date of 24th January 2025) .   I've just renewed the contract as well as of today 10th Jan 2025.   So again, is it just me that can't understand why that having renewed the contract with exactly the same terms before the current contract ends it doesn't make sense that I'm being charged more next month too instead of being refunded the £7.32 from last month's bill or am I jumping the gun and it will be settled amicably on February's bill?.

    Thanks in advance to anyone who can explain this.

    Mark

  • Presumably, the staffing levels here on the forums are as sporadic as the emails that come from VM.   Despite receiving an email telling me my next bill would be £76.51 I have just received my latest bill for £57.78 which would have been roughly what I expected to pay, not the £76.51.   So, pretty much back to a normal payment which I am happy about.   However, the sales tactics of your foreign representatives are nothing short of deceiving, and if they can do that to customers who have been with you from the very beginning, I can only imagine what they could do to new customers.   I don't mind someone trying to sell me something, but when they tell me my existing package will cost me £80 yet I can go into my own account and renew it for the same price I had always been paying of £64.94, it's not rocket science to figure customers won't be happy about it.   If it weren't for my wife NOT wanting to change the TV package away from VM I'd have left already.

    • Akua_A's avatar
      Akua_A
      Forum Team

      Hi marko 

      Sorry for the delay in getting back to you. We are glad to see your billing was sorted. In regards to renewing your contract, sometimes online-only deals can have more discount codes than when you contact our team. We can assure you, that we would never intend to mislead you. We will however pass this feedback on to the relevant team for quality training and improvement. Is there anything else we can help with today?

      Thanks,