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New contract not implemented

Joining in

Hi, I agreed a new contract with outbound retentions on 9th March 2024. Today 9th April my services have been disconnected. I called VM to ask why this has happened and was told that the new contract i had agreed with outbound had not been pushed through.  I was then passed on to someone else who informed me that my service was disconnected due to non payment (my account has never been in arrears). I was then passed on to a third person who eventually seemed to get to the bottom of the issue but they have told me I must wait 72 hours for reconnection.

Surely this cannot be the case. Does anyone here know of a way to expedite this?

I have tried WhatsApp, live chat and a couple of alternative phone numbers  found on the internet but all to no avail.

Thanks in advance for your help.



Forum Team
Forum Team

Hey rickd121, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

I have taken a look and I can see you've spoken to the team since this, did they manage to help at all? 

Matt - Forum Team

New around here?

Hi Matt, I am still without service. The last person I spoke to assured me ot would be dealt with by now but still nothing has changed.

Sorry to hear this, did they give you a time limit at all?

It can take up to 72 hours in some cases? 

Matt - Forum Team

New around here?

I was told yesterday morning that it would be between 2 and 24 hours.

Why 72 hours? That is a ridiculous timeframe and totally unacceptable.


Any reconnections can take up to 72 hours sorry.

Has this time limit passed?

I understand how frustrating this is but its not as easy as turning a switch back to bring it back online.

Do let us know if the time has passed. 

Matt - Forum Team

New around here?

No 72 hours has no passed yet.

I would be interested in hearing an explanation as to how this has happened though.

Is it normal practice for VM to disconnect customers for no reason?

Hi @rickd121

If the services are still yet to be reconnected after a full 72 hours have passed then please let us know and we can investigate further.

As for how the disconnection happened in the first place, it's possible that if you were discussing a package change that an error occurred when the change was keyed in, and instead of making the changeover it disconnected. However, we'd always do what we can to correct any errors as soon as we're made aware of them.

Keep us posted.



Zach - Forum Team
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