Changed SIM contract - have I lost the family benefit?

[Loosecanons]

Hi,

I just received my new mobile bill after changing my SIM only contract last month.
It appears I no longer have the Family discount as it's all full price.

How can I check that?
I go round in circles on the website

thanks

[Adri_G]

Hi Loosecanons, thanks for posting on our help forum.

We're sorry to hear of the issue with your new SIM contract deal and that you no longer seem to get the family discount on it after this change.
Could you please advise if you're a cable customer too (broadband, TV, landline) and if you also made changes to the cable bundle too recently or only the mobile plan?

Also, you can visit your account online here to view your package description and price, the discounts also show on your bills.
Let us know what you see there and if any family discounts are described in your current deal with us, we're happy to assist further.

[Loosecanons]

Hi,

thanks for getting back to me.
No I haven't changed anything other than renewed my SIM contract.
I have VM broadband, Mobile, TV and phone landline.

I managed to speak to customer services who said the family package is no longer offered, which I found surprising because it's on your website.
Perhaps it's not included in 30 day SIM only contracts which is what we have?

thanks

[Tom_W1 · Accepted solution]

Hi @Loosecanons thanks for your reply here.

So yes, unfortunately the Family Package is not available for 30-day SIM contracts so if this is what you have, then this will explain why you are not eligible for this anymore I'm afraid.

If you do need any further help then please let us know!

Many thanks