Renewed contract looks incorrect?

[VMC9110]

We had problems renewing and finally thought we'd got it sorted, I have POA for mum. On 3rd March we had more Relay UK (Text Relay) phone calls with you (I have a hearing impairment) and agreed to renew mum's package. We agreed to keep all current services the same and renewed on an 18 month contract. The letter you emailed to us is not what we agreed.

It says "We've removed: Broadband: 5GB Oomph SIM". What does this mean? Will it affect how mum's mobile phone works?

Are you discontinuing the 5GB Oomph SIM and doing O2 SIM instead? Does it use the same network and have the same coverage? If mum's phone won't work as it does now we do not accept that as the new contract. How do we sort this out?

Thanks VMC9110

[Paulina_Z]

Hi @VMC9110,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry that you're having some issues with the new contract you agreed to on your mum's account! I understand how frustrating this can be.

I'll be more than happy to investigate this issue further for you and see what I can do to help.

I will send you a Private Message to discuss this issue, so please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.