Contract renewal not activated

[GSheahan]

On 16th December, I logged into my VM account online to look at my contract renewal options. There was an offer to renew for  18 months for a few pound more than I had paid so I clicked the link, read through and agreed with the pre-contract documents, and then accepted the offer. I got an order confirmation  email straight away, but nothing has updated on my account. I have recieved my next bill and the amount for me to pay is double what I normally pay. I was expecting to.pay what I had agreed to when renewing my contract  There is no sign of me renewing my contract online or on the app

I have an order reference number and details of the contract offer I can provide if needed

Can anyone help? 

Thanks

[Sabrina_B]

Hi @GSheahan 👋.

Thanks for reaching out to us and welcome to the Community Forums, sorry to hear you are having an issue with a contract renewal. We can assist you via private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Claire58 · Accepted solution]

I had the same problem. After a painful call with the call centre where they just kept telling me the deal wasn't available anymore and didn't seem to understand I had an order confirmation and had accepted the contract, I asked to be put through to their complaints department. They insisted on putting me through to a customer liaison line instead, where I spoke to someone who was able to help. I provided her with the code on the contract documentation I was sent earlier this month. She has set me up with a new contract that is notionally a higher price, but with an 18 month credit applied so it comes out at the same price as what I had already accepted, and she was able to arrange for my new hub to be sent on a day I can be home. Fingers crossed it will all work out - a painful hour on the phone! If the private message option above doesn't work, I suggest calling them but trying to get the call centre to escalate your call as quickly as possible as they cannot do anything to help.

[GSheahan]

Looks like I will be making the phone call today, private message is useless, took a day of messages hours apart to log in to my account then another day to establish if the information they had was the same as what I had been sent & now haven't heard anything for 2 days so no further on than 4 days ago!! Thanks for the advice 

[Sabrina_B]

Hi @GSheahan.

Thanks for joining me in a private message to resolve your package issue, should you need us again please do reach out. Enjoy your weekend 😁.

Sabrina