Moved house - 18 month contract restarted

[jshalini]

I moved home, my package was changed (though I had requested to keep same package - just change address).

I got package corrected back but my contract was restarted. (I was already in for 13 months in the old contract when I moved - so only had approx. 5 months to go!!) Not been able to sort this out in spite of calling customer care again and again.

[jem101]

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@jshalini wrote:

I moved home, my package was changed (though I had requested to keep same package - just change address).

I got package corrected back but my contract was restarted. (I was already in for 13 months in the old contract when I moved - so only had approx. 5 months to go!!) Not been able to sort this out in spite of calling customer care again and again.

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Ah, the term 'customer care' in relation to VM did make me smile a bit! Anyhow, this does seem to happen with alarming regularity, it is true that moving house does start a new contract, except, the terms of this contract need to reflect the minimum term date of the original one - now this really should be something that is automatic and trivial to do, but VM appear to have adopted a policy of 'make it difficult and require manual intervention by a 'manager' to do. Now a cynical person might think that this is deliberate and they hope you won't notice this 'unfortunate oversight' - does seem to happen quite a lot though!

Still, I'm sure a member of the forum team will get to this thread in due course, offer to take some details and sort it out, otherwise it gets expensive for VM, doesn't it?

[Carley_S]

Hi @jshalini

Welcome to the community forums. 

Sorry to hear about your concerns with your contract after you moved and that you have not been able to get in touch to discuss further. 

I can certainly take a look at this at our side for you. Please join me on private message so we can locate the account and pass account security. You can see your private messages in the envelope icon at the top of the page. 

[Carley_S · Accepted solution]

Thank you for joining me on private message @jshalini

Really glad we were able to get this resolved for you through the forums. Please do not hesitate to come back to us if you need any further help and support with your services or account. We'll be here to assist should you need 🙂

All the best, 

[Lyonrovers]

I have had the exact same thing happen. How did you resolve this? 

[Kath_F]

Hi Lyonrovers, 

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 to hear this has happened to you too. When moving home, as long as you keep everything the same, then your price and contract term would continue. The only thing that would change is your first bill as you are effectively starting again with a new account. 

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, 

[MeJustMe]

Same thing has happened to me.

Please assist.

[Ryan_N]

Hey MeJustMe - I have responded to your main post. 

Cheers, 

Ryan. 

[ryanwhitcombe]

Hi Ryan,

I am experiencing the same issue and would like to discuss if possible.

Thanks, 

Ryan

[Matthew_ML]

Hey ryanwhitecombe, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

I am going to send you a PM so we can look into this, please look out for my message in your inbox. Cheers