On 29th July, I upgraded my broadband to Gig1Fibre online through my account. I received 2 emails following this - one order summary and one with contract attachments. I was expecting a Hub 5 as a result.
To cut a long story short, I contacted VM 5 times over 2 weeks, via X, Whatsapp and web messaging, chading this up as I heard nothing following those emails. I received a Hub 3! And was told that my order had not gone through and to look online at upgrades. By this time, any time I clicked on upgrades, it got the "customer exclusion" message. On another web message, someone offered me a deal of about £190!!!! They must have known that was awful because they immediately ended that chat before I had chance to pick myself off the floor and reply.
I've raised a customer complaint via the portal. I asked 6 clear questions relating to my complaint. None of them have been properly addressed and they always try to call even though I specified I wanted communications via email (I will not take a call whilst driving which has happened on 2 occasions). The last 2 replies have been so terrible. There's a whole lot of words that actually say nothing at all. I've been told to upgrade online (even though I am excluded), told to chat (which I did and was offered terrible price) and that despite me sending evidence of the emails and contract, I just keep getting told "Your order didn't go through".
Here's what it says on the contract:
Gig1 Fibre, MaxitTV, Sky Sports, Line rental, weekend chatter, Sky Sports HD, free voicemail, VM Hub 5, V6 TiVo (since changed to 360) £104.34 for 18 months.
I did all of this before my other deal ended on 16th Aug, so now while I'm trying to sort this mess out my monthly price is higher anyway.
Following the most recent email from complaints, I contacted again online via web messaging today to change my package - I did this via Retentions (AFAIK) and the best they could offer was £122 a month.
Before I take this even higher and ask for deadlock letter so I can go to the Communications Ombudsman, can anyone from VM here help? I do have an open case with Resolutions where all the correspondence is, including the contract and orfer summary.
I'm baffled as to why, depsite me PROVING what I was given online, I'm just being told, repeatedly, that the "Order didn't go through" and that absolutely wasn't my fault, but the fault wholly with VM. I've never known such disgusting service in all my life and I'm so close to just cancelling everything and moving to another supplier.
Thanks
