Renewed in October with new contract, still being serviced and billed on old contract

[jungles1]

I can see this is an issue affecting a lot of people.

I have renewed my contract in October 2024 (i have a copy of both pre-contract and final contracts), i checked my first bill this month and surprise it is on the old contract and because i am out of contract the price has doubled. I not only have not gotten my faster speed but also paying over the odds.

The chat is useless (being transferred around and offered new deals) and i cant get through on the phone because the billing phone options just say to "go online".

Can someone in the UK VM team contact me and pls sort this out?

[Kath_P]

Hi jungles1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've had some issues with a new contract being applied. As it's been so long, it's likely there was an issue processing things on the account. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,