Forum Discussion

Shaz210470's avatar
Shaz210470
Joining in
6 days ago

What's going on?

Currently on the 350mb 18 month contract that is due to expire in November 26.

After browsing the website the other day I noticed my Black Friday upgrade deal that I could move up to 500mb for only £3 month extra with no new contract. After thinking it over I decided to do it but when I've received my pre contract documents today it's stating that I've been put on a new 24 month contract and being charged the extra £3 per month but my speed will still be 350mb.

This is what I ordered:

500mb upgrade order details

This is what I received today:

Pre document

How hard is it to do a simple upgrade without messing it up? It's a simple speed upgrade and now I'm going to have to spend god knows how long on the phone to sort this out.

PS- I did try to ring earlier today and was cut off.

Not happy.

8 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 hours ago

    Looking at that offer document it seems ambiguous. I think you have signed up for a new 2 year contract.

    If you don't want that you will need to cancel in writing by recorded delivery. Beware of offers to look into it that might drag you over the 14 days. 

  • DeborahForum's avatar
    DeborahForum
    Dialled in
    6 days ago

    Whatever you do don't upgrade to 1Gb, that's what I did and our WiFi speeds are lower than they were when we were on M250 ! And they can't fix it.

    • Shaz210470's avatar
      Shaz210470
      Joining in
      6 days ago

      I've no intention. I was perfectly happy on 350 but thought, for £3 extra, I may as well go up a speed. How wrong I was. 

      I should have gone with Zen when I had the chance instead of renewing

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        4 hours ago

        Hi Shaz210470,

        Thanks for your post and welcome to our community. 

        I'm sorry to hear the contract didn't reflect the deal you selected. 

        I'd be happy to look into this for you.

        I'll send you a private message now.

        Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • Shaz210470's avatar
    Shaz210470
    Joining in
    6 days ago

    It's not because it actually stated in the offer than it wasn't a contract change. The only one that would trigger a new contract was the 1gig upgrade so unless VM are false advertising then they will be reported for that as well.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    6 days ago

     A simple speed upgrade is a change, so a new contract. You still have 14 days to cancel without penalty.