I agree, getting hold of customer service lately is awful, I have never experienced such bad availability of a representative to speak to in VM, another company blaming covid for poor response times. I might be wrong but alot of people i know who work in some form of customer service now have transitioned from a call centre to home. So i dont understand the companies excuse except maybe laying off staff using the covid excuse thus reducing cost to the detriment of customers service.
Despite 151 and 150 being engaged last week, this week only 151 engaged , and leaving Terri the bot on my web chat for hours and in parallel leaving phone on with the dire music waiting for a real person to answer, I did get through to a real person after an hour... via the phone , then get told no Wifi pods or boosters till 15 feb.
I will be doing the same in a month!!
------------------------------------------------------------- Services and Equipment; HUB4 x2 V6 Upgraded to tv360 Ultimate Ooomph Gig1 with UHD VM Telly Tablet
Didn't realise my post would get so many replies, but given the subject matter, I suppose I shouldn't be that surprised.
Even though the t&c's probably allow for a mid contract price increase, that is not how most people who have recently taken out an 18 month contract believing the price will remain the same will see it. To borrow from Jeff Goldblum in Jurassic Park "Just because you can, doesn’t mean you should."
Given the current situation a lot of people find themselves in, not of their making, this annoucement might have been better to hold back until later in the year or a longer lead time provided, so people could plan better. Think more flexibility might be part of a resolution, by allowing people to recontract for 18 months at a price closer to their original, thereby retaining a customer.
Not for everyone I realise, but calling around 9 to 10am on weekends is usually a good time to get through. I always speak to retentions on 150, then options 1,1, 4, 4. Good luck everyone!
Hi everyone who has had the same email re price increase
I took out a new contract in Dec 20 and negotiated a discount so i would pay a fixed amount each month. i got the letter re an extra £4.5 pm from March 1st and when i researched the website believed i wouldn't need to pay it as i was on a new contract and it was fixed price.
Called VM today ( actually got through after only 25mins on hold at 9am) and spoke to Leela who stated that i would not have to pay it because of the reasons i mention above. She also stated that she looked at my future bill and no charge was applied (not sure how she could see into the future) but anyway notes kept on conversation just in case! She did say EVERYONE got the letter/email re the increase.Also if a charge was levied to call back and it would be reversed.
Bottom line... if you have taken out a recent contract and for a fixed price per month it looks like there will be no increase but should you be charged you should get it reversed.
Thanks for using our forums to get this question answered. Any discount that you’ve been offered for the 12/18 months will still be honoured – so if you accepted a fixed price then you’ll receive that until the end of the discount period. If you accepted a £ or % amount off, this will also continue to be honoured but you will see your price increase from the 1st March.
We will advise you in your communication how the price change will affect your deal.
I hope this helps,