26-09-2024 10:19 - edited 26-09-2024 10:22
Hi Folks,
Logged in to pay my monthly bill (M125 broadband and landline only) and was greeted by the 'Your contract has expired' message. Went through the process of renewing like-for-like and received the contract and order confirmation via email.
I then called to confirm and the operator said there was no record of my renewal (even though I have the documents to prove it). He then offered me an upgrade to the M250 broadband for £45 all-in, which I gladly accepted, and again, received the contract and order confirmation. He also assured me that this month's bill has been waived and it'll roll over to next month (so double), and then resume at £45 thereafter for 18 months. This is not reflected in my online VM account and I'm now also worried about incurring a late payment charge.
After reading the growing number of stories on here about renewal issues, I'm concerned that none of this will be actioned and/or I'll end up paying more. Confusingly, my VM control panel is still stating that my contract has expired (I've cleared my cookies to no avail).
I'd appreciate any suggestions/reassurance that everything is in order. It appears that something is seriously out of sync with the contract renewal process, the billing system, and the information that is shown to customers.
Many thanks.
on 26-09-2024 14:30
Hello Hegel,
Thanks for your post and welcome to back our community.
Sorry to hear you are having an issue with your billing after the upgrade
I'd like to investigate this for you and help put your mind at rest.
If you don't mind, I will need to send you a private message to pass security.
If you can check your logo at the top right of your screen that would be great.
Gareth_L
on 27-09-2024 13:59
Thanks for your time over the last day Hegel.
Good to know everything appears to be sorted now.
Should you need anything else you know where we are.
Gareth_L