TV Box not delivered by still paying
We ordered a package in July (TV, internet, phone and mobile) as we have just arrived back to the UK after 20 years. Internet arrived and phone connected but no TV box. I contacted them several times by phone, chat etc and on 14 Aug they said they would send within 48 hours. Came back from holiday on 24 Aug and still not delivered (no box as someone brought in mail or note from Yodel). Contacted them again and apparently not properly escalated in their system so didn't go through. It will now be allegedly delivered in 48 hours.
Also no O2 sim. Seems was a bad setup, and the person who set us up did not tell O2, so VM sent me to O2 who have never heard of us. I am going round in circles. Last time I seemed to make some headway with the assistant and then the VM chat got cut off so back to square one and it took me hours last time to get to where she was trying to set up the O2. Who has the sort of time it takes to set up with VM? Also they want to use my existing mobile for updates but as I am new to the UK I have had to get a pay as you go Vodafone card to be able to have a UK number to set up the O2 sim which makes no sense.
Thing is my bill is charging me for whole package when I only have half of it - and I'm having to spend hours on chats with them from my EU tel number so if I'm not home I get data roaming charges. I calculate they have cost me about EUR 20 so far.
Now I just want to cancel and go to Sky but it seems I will get a GBP 240 cancellation fee plus charged for the set up and the first month even though all I have is patchy wifi and a landline I have only used to call VM?? How can a company be this poor at customer service? And is it legal they change me for services they have failed to deliver?
"How can a company be this poor at customer service?"
You did check the Trustpilot/Ofcom/Which? reviews before signing up didn't you?
"And is it legal they charge me for services they have failed to deliver?"
I don't believe it is and I believe there is a good argument to say that your contract has been well and truly frustrated by VM and therefore you should be free to leave without penalty and get a refund for services not provided, for your time and your mobile bill chasing this whole circus up.
I would generally suggest raising a formal written complaint with a view to escalating to the Ombudsman here. The link is below.
I wouldn't make any more calls to offshore customer services. It will only risk making the situation even worse than it already is. Do engage with the VM forum team however.
Oh, and welcome back to the UK.
