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djoser's avatar
djoser
Just joined
3 months ago

Upgrade

Hi I have a weird problem , i was paying £36 a month for M250 Fibre Broadband , I took the offer to upgrade to M500 for a extra £6 a month , the order went through,  but there now charging me £42 for M250 Fibre Broadband and haven’t upgraded it M500 

thanks

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    3 months ago

    Hi djoser, 

    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're having issues with getting a contract that you agreed to applied. 

    If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

    Many thanks,