I hope they can help you on PM Joanne, they have tried hard to help me but they "system" keeps letting them down.
I got through to india 2 days ago and after some "can't help" and not being able to work out what they were saying I said I want to cancel the contract.
I was transfered to the UK who asked "what can i help you with". My reply "I asked to be put through to cancellations so I would have thought that was obvious". I had been on hold for 25 minutes by that time so was a bit cranky.
Trouble is, even the UK call centre do not do what they say they will. I have two contracts with them. One i am named on for my fathers house because he can't manage to do bills and one for my own house. They have been messing about with my dads bills for over 2 years and PM on here have tried to help twice but the bills still coming out wrong.
Now I have problems with my own. I was out of contract so very ready to leave - hence the call mentioned above, but quite like the 100MB speed. He promised me a price which included the same loyalty discount of £8 I had been getting, plus a deferal of the £3.50 price hike for 6 months. When I ummed and aared he offered me £30 credit too. Great, took the offer, told the new contract would be with me within 24 hours.
Got the offer but the price was wrong (lower by 3.50) but the £8 discount was down to £1. No mention of the £30 credit. Really struggling to work out what is going on.
Now get an email to say there is a £30 activation fee! What for, I have had VM right since they took over NTL.
What is more annoying is that they are advertising 100mb at £27 on the TV and say the normal price is £33. But it has never been £33 !