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Contract renewed in March without my authorisation

FredSmith
Tuning in

Hi,

Hoping someone can help me here without having to spend half a day trying to explain this to customer service on the phone. 

I've had this email today clearly stating that I am out of contract:

FredSmith_0-1719482177373.pngFredSmith_1-1719482223369.png

I thought my contract was due to end in December as I signed an 18 month one that would mean December is the end month. Confused, I logged onto my account to find that despite it clearly stated in the email that it has expired, it has not, and in fact it doesn't expire now, until March 2025!

FredSmith_2-1719482336015.pngFredSmith_3-1719482372706.png

There are 2 problems here. First off, why am I getting an email email saying my contract has expired when it has not? I actually do want to leave to Openreach FTTP, as it's finally available here next month, so if I can leave now with no penalties then great! 

More serious though is that it is claiming I made a contract change in march and authorised this change, hence why the contract now runs till march with 3 months at the end of that having no discounts applied. This is not the case at all.I had a standard email on the 18th of march saying my price was going up as part of annual price rises. At no point have I ever contacted customer service using any method asking for any service change during this contract (other than contacting O2, not Virgin, days into it in june 23, to cancel their contact for a sim during the cooling off period). I did not sign any new contracts in March 2024. I have also had no service changes at all on my account.

In order to fix this, my ideal position, to correct this and as compensation for this serious error, would be for you to honour what you have communicated with me by email today, i.e that I am out of contract and can leave. 

2 REPLIES 2

FredSmith
Tuning in

Looking into this more, I think I have misunderstood the "remaining contract length" box. I suspect now this is actually telling me there are 9 months to go from the "change date" in march and not 9 months to go from today. If someone can clarify please. Is this "change" just the auto price rise change from March and not actually a "change request date"?

Never the les my annual notification letter emailed to me and in my account as a more formal pdf letter states "your contract with us has ended".

Hi FredSmith, 

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 for any confusion caused. If you have your marketing preferences set to on then we will contact you if and when new offers are available. We're aware that the wording on some emails hasn't been quite right and we'll already raised this to the relevant teams. We're sorry for any inconvenience this has caused. 

In terms of the minimum term date, this is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

Kath_F
Forum Team

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