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Contract update error when moving home?

dzjqrx
Joining in

Hi,

I entered into an 18 month contract in November 2021 (until May 2023) for M200 broadband at £28.00 (a £22 promotional discount) per month. Later, in April 2022, I moved house and was put on a new 18 month contract (ending November 2023) despite not changing my service/deal. What I failed to realize at the time is that the expiration for the promotional discount hadn't changed, meaning I've been paying £57 per month since May when the promotion ended (£22 for no longer having the promotion, and then the £7 increase for cost of living). 

I contacted VM customer support about this on 27th August to try and resolve this. There were some communication issues (my hearing isn't great, especially with accents), but I believe they said:

  • They can't give me a new contract until my contract until it expires in November without me paying the exit fee.
  • I think they agreed that I'll pay £28 per month until my contract ends. However, all I see is a single £28 goodwill payment on my account, which doesn't make sense with what I understood.
  • They said that, when I renew, I'll get a deal for "under £28", but that means nothing to me (I have no idea whether that's £10 vs £27.99, and whether that's a "better" offer than I'd otherwise get).
  • They said nothing at all about the payments of £57 I've already made.

I feel like I'm being fobbed off. From looking on this forum (e.g., this post), my understanding is that the new contract shouldn't have changed the contract expiry date since my service/deal didn't change, meaning that I should have been able to enter a new deal (with a new price) from ~May. As it stands, I don't have any clear answers:

  • I don't feel like I understand what changes were made after my call with customer support on the 27th August, because they don't line up with the "goodwill gesture".
  • I feel like I've overpaid because of a contract change that (as I understand it) VM shouldn't have made, meaning I feel a bit stuck.

I'd really appreciate it if someone could give me some help or advice. Just to clarify, I'm not struggling to meet payments, it's about figuring out whether there's a problem here and resolving it if there is.

3 REPLIES 3

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @dzjqrx,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you've had a poor experience with our team with your contract.

I'll be more than happy to investigate this further and see what happened to help rectify this as soon as possible for you.

Please be aware that we're unable to amend packages on this platform, therefore, if you're looking to change your package, you'd need to reach out to the team directly on 150/ 03454541111 or message us on WhatsApp on 07305327112.

However, to ensure that your billing is correct, I'll be happy to help. I'll send you a Private Message to confirm a few details, so please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.
Thank you!

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @dzjqrx,

Thank you for coming back to me via Private Message to confirm your details!

I'm glad that I've been able to assist with your query and have this issue resolved for you today! 😊

If there's anything else we can do to help going forward, please let us know. We're here to assist. 

Thank you! 😊 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


When I moved house, my contract was renewed and now I feel deceived because I did not approve it. Also, I was not allowed to cancel while moving and I waited for 3 months for the internet to be connected. Now I get an email saying my bill is now £51. This is not acceptable. I am being forced to pay double my bill with a contract I did not approve. Normally my contract was ending this month. Either update my contract date or edit the price. I did not approve this new contract.