Contract not as expected

[zhen7]

I’m really not happy at all -

I had a VM Sales Rep come to my home and offered firstly a 1Gig internet package for a price. After I said I’ve got a 950Mb service cheaper, they offered to add an additional small discount which although didn’t match it - I went with as my contract is coming to an end and the price would have gone up anyway. 

Once I invited them inside, the deal suddenly changed - now it wasn’t the Gig1 at first but it would be the 500 package and I had to take a O2 SIM card was well that I really don’t need. 

I was told the speed would then go up to 1Gig after 14 days of service. 

I was told I would get the SH5 and 3 pods. 

BUT an extra £15 o2 sim was added to my account!

I did NOT authorise this and my contract now says VM350 and NO additional discount is showing. 

I’ve been on the phone to 4 different people and been cut off on the 5th transfer. 

Can anyone help please?

[Beth_G]

Hi zhen7

Thank you for your post.

I'm so sorry to hear that there's been an issue with your package and offer, following an accepted deal from a Field Sales Representative. 

I've popped you over a private message so I can take the details and look into this for you.

[unisoft]

After giving VM the chance to sort the issue out, on this simple, online form, please let the telecoms regulator OfCom know about your experience of contracts not being as agreed!

Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring