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Difficulty getting VM to honour online deal

lozw
Joining in

Since 17 December I have been trying to get VM to honour the 18 month telephone and broadband package I signed up for online. I have spent a few hours being passed form pillar to post using the online chat and also on hold to and speaking with customer services.

I have been told that, along with others, my original request did not go through due to an issue in which some data was corrupted. I was therefore asked to sign up from scratch on the telephone, which I did. Unfortunately, when the connection day arrived I discovered that the telephone service had not been included. I called CS and that was added, along with a higher tariff and connection charge. I have since been trying to get that resolved, without success. After being reassured that it would be resolved by a CS agent, I called back and was told a note had been put on the file to say that the contract had not been adjusted as there was insufficient evidence of the deal I had signed up for. I therefore emailed a copy of the original pre-contract information as evidence of the deal I’d asked for. I hope this now gets resolved. Worryingly, I can now see two separate contracts on my account, neither of which shows the correct agreement.

Has anyone else had this difficulty?

5 REPLIES 5

Sabrina_B
Forum Team
Forum Team

Hi @lozw 👋.

Thanks for reaching out to us. Apologies for the issues that you have had with a package. In the event a package is not applied automatically, it will need human assistance, if you have received another contractual document this will be the agent attempting to apply the package that had not been applied prior, with the costing on both of them being incorrect, is part of a automated process that we cannot stop but the agent will be applying a manual discount to reflect the honoured price. Should you wish for further clarity on your package and to ensure that the correct amount has been applied, we will need to bring you in for a 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
 

lozw
Joining in

Dear Sabrina,

Many thanks for your help in getting this resolved. Having spent a few hours going around in circles with  VM staff online an on the phone, it was a relief to hear from you.

Hi lozw 👋

Thanks for popping back on this. I'm glad to hear that Sabrina has been able to get things resolved for you. Please do let us know if there are any issues, and we'll be more then happy to continue assisting 🙂

Cheers,

Reece - Forum Team


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lozw
Joining in

I’d be grateful if you would check if anything is happening with my landline porting. It still hasn’t changed and so I’m still having to pay two broadband/telephone suppliers. It’s frustrating to have spent so much time online and on the telephone to VM. I changed providers to save money but, aside from the many hours I’ve wasted trying to resolve this, I now find myself having to pay two suppliers because VM haven’t been able to  port my landline.

Hi lozw 👋

I'm sorry to hear that your port still hasn't been processed. I can see you were speaking with Sabrina privately regarding this, and she has been following up.

Please send her a private message, and she'll be able to pick this back up with you directly.

Cheers,

Reece - Forum Team


New around here? To find out more about the Community check out our FAQ