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New contract not being honoured & activated

Joining in

Basically accepted a new contract online for £105pm on the 15/09/23, estimated to be activated on the 18/09/23. Talked to VM today 27/09/23 asking why the new contract is not showing on the website and basically have been told my package is £138pm and that they cannot find a package at that price. Whether there is a package at that price or not is surely not my problem as I have an accepted contract ?  Does anyone know who I should be contacting or should I be getting a deadlock letter ?


Super solver

Act quickly here as your 14 day cooling off period is nearly up. 

Cancel VM here
Complain to VM
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Forum Team
Forum Team

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

I can see since this post you've spoke to the team did they manage to help at all? Cheers 

Matt - Forum Team

New around here?

Hi, No nothing yet. After they say they can't find a package at that price they just seem to transfer me over to someone who doesn't reply.

The thing is they are not acknowledging that it exists in the first place

Hi TSantin, 

Thanks for coming back to us in the Community. We're sorry that the team were unable to help. 

It's likely that the team were transferring you through to another team that may have specialised discounts. 

When you accept a pre-contract online, the team will then key this onto the account. It can take up to 14 days for this process to complete if they are busy and receive a high number of orders. Until it's keyed onto the account, we won't have visibility of the offer I'm afraid. 

If you've still not received an order confirmation of the changes once that 14 days are up, pop back and let us know. 

In terms of any cooling off period, this wouldn't begin until the changes are made. 

Apologies for the inconvenience. 


Forum Team

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It's likely that the team were transferring you through to another team that may have specialised discounts. 

Just how many ‘teams’ do you have there Kath? It’s just ‘teams’ all the way down, isn’t it?

Actually it doesn’t matter, the OP was offered a contract supplying abc features for xyz pounds per month, which was accepted, and as long as this was ‘reasonable’, then VM are legally obliged to honour it, as the OP says, not his fault if your systems are too broken or dysfunctional for it to be seen. 

The choice here is either VM honour the contract on the terms offered and accepted, or the OP goes to the Ombudsman service who will order you to honour the contract on the terms offered and accepted, plus pay extra compensation for the inconvenience.

VM’s choice really.

Oh and are you serious claiming that if the CS staff are ‘busy’ it might take them two weeks to get around to processing the order or ‘keying in the account’. Oh and no, there is no such thing as a pre-contract, you make an offer, the customer accepts it, legally, that’s a contract and it is legally binding on both parties.

Come on, you’ve been doing this for long enough, you know how it works, don’t you?