Recontract Nightmare

[Greystane64]

My contract ends on the 14th Nov. I called VM to speak about deals. I was put through to the retention team. They offer3d me a deal, which I accepted. I recieved a confirmation email with a price that was £21 more expensive. I then recieved a text, telling me a different price. Today, I received an email saying my current deal will continue, with absolutely no change in price. Who do I believe. I have been on hold for 63 mins.

[Greystane64]

So. After a few lengthy calls with VM on 9th Oct 2025, I agreed (with the retention team), to another 18 month deal. The total price was agreed at £90 per month. Today, I get an email telling me I will be £108. I really am angry. 

My previous complaint is almost ready for court action, I'm just waiting for the DSAR from the Ombudsman case.

Why, do I put myself through this?????.

VM, please respond.

[MOD EDIT: Subject title changed for clarity]

[Carley_S]

Hi @Greystane64 

Welcome back to the community forums. 

Sorry to hear that your contract is not showing as agreed. 

Just to confirm, the communication regarding the £108 amount, was this your bill for the month or did you receive a contract showing that the contract was £108 and not £90?

If your bill is higher than expected, do you see any charges on the bill that may explain the increase? 

Also, has your new contract gone live yet? Sometimes if there are removals of services and addons this can take 30 days to complete, alternatively, if you've added on a new service, the new contract would not start until the new equipment for this service was activated. 

Please let us know if it is that your contract is showing £90, or if you've any further concerns regarding the bill. 

[Greystane64]

Thank you. Today, I received an email confirming my contract ends date. It also confirmed my new tariff moving forward. This is again, a different price. Can I send you a copy of the email 

[Matthew_ML]

Hey there, thank you for reaching out and I am sorry to hear this.

I can see you've spoke to the team since this, did they help?

Please remember if they are adding a rolling credit on to bring the cost down the contact email will always state the current price, we just add a credit in the background to bring it down.

[unisoft]

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@Matthew_ML wrote:

Hey there, thank you for reaching out and I am sorry to hear this.

I can see you've spoke to the team since this, did they help?

Please remember if they are adding a rolling credit on to bring the cost down the contact email will always state the current price, we just add a credit in the background to bring it down.

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One thing to note with rolling credits - they can change at any time during subscription. Guess which way they go? Yep, upwards. I had credit on mine originally and it suddenly changed one month for no reason and calling in to CS didn't resolve it properly but couldn't be bothered with the extra aggro and got it down to near what it should have been....Be very clear in yourself if you want credits rather than the contract being correct from the start...