I recently gave my 30 days notice on my VM contract and then the retentions team called to give me some better offers than I had previously been offered to stay. I informed them that I wanted to keep the same package as I was on before and was offered an acceptable price to renew, which I took.
This weekend, I went to watch something from Sky in UHD and it was telling me I wasn't subscribed to it. Having checked my account it appears the Sky Entertainment and Cinema UHD pack was missed off my new contract, which I hadn't realised was a separate pack on the old contract. After getting nowhere over the weekend via the live chat, this morning I phoned VM to rectify this and was told it's only available now as an extra £6 add on and so they would need to listen to the call I had with the retentions team to verify if it was included in the new contract, and this can take 2 weeks.
The conundrum now is if it does indeed take that long, I'll be beyond the 14 day cooling off period, so there's nothing stopping them from taking the 2 weeks and then saying it wasn't agreed in the call (which it wasn't technically I guess, but I was sold the new package based on it being the same as my old package - so based on that I believe all my existing packs should transfer over) and I'm then stuck in an 18 month contract which is missing this content. So essentially I'm having to wait until the call is reviewed, and if not done by the 14th day I will need to cancel under the cooling off period terms, and then re-negotiate a new contract again (or leave of course).
The waiting 2 weeks for them to review the call seems to me like a ploy to ensure you've gone passed your cooling off period so you can't back out of the new contract. I'd rather not have to go through the hassle of cancelling and re-negotiating again, but it feels like I'm being pushed down that route. Has anyone else had this experience, and if so what was the outcome?
