My contract was due to end on the 4th march 2024 (£26 p/m). I contacted VM on the 9th Feb 2024 to negotiate a new contract to start on 5th March 2024 (£31 p/m)
This was all fine, until I received a bill notification on 20th Feb 2024, saying I've changed my package, mid contract, as of the 20th and would be charged £83.40 for these changes until 19th march 2024. All of this is wrong. I made no changes to the current contract. £26 should have just transitioned into £31 on the 5th march 2024. That's it.
The agent i spoke to about the new contract did something wrong with the admin on my new contract. I flagged this overpayment on 26th feb but was told the bill couldn't be amended. Why I have no idea. So now, it 'seems' to be sorted via a selection of odd credits which I'm assured should result in only £31 p/m. However, £83.40 was taken from me in error and against my will.
Secondly, I've repeatedly complained about the dire quality of the outdated Hub3. One of the agents I spoke to did some tests on my Hub 3 and agreed it was faulty. As such, I've not been getting the M250 speeds of my new contract since 5th March 2024 - No more than 80mbps download and today, as on other occasions, upload of only 2mbps.
He promised to send out a Hub5. Another Hub3 arrived.
So, I have to contact VM again. I always used the chat function, so i have a written record of what has been discussed. This always wastes 1-2 hours each time - over 30 mins I waited for one reply, mid conversation.
This new agent said they would send out a new Hub5 by yesterday - 12th march 2024. Nothing.
I'm on chat again right now, waiting for the last hour, and am just being connected. Even if this results in getting a Hub5 finally sent:
I've been overcharged £52.40, which I needed in my account, rather than being taken without my consent by VM in error.
I've been twice promised a Hub5 and let down twice.
I've not been getting the speed of service I've been paying for, at least for the last week, maybe longer. I understand there is statutory automatic payment for this lack of service for over two days.
For my sins, I've been with VM since they took over NTL - over 20 years. This counts for nothing.
As such, I definitely feel i should be compensated for this shambles.
