Can someone from VM please clarify when making changes to a contract if there should be notification advising that new equipment was to be sent out for upgrade?
8th August I agreed to change to the 1Gig Volt package with 360 and an additional box for a total of £80.00 per month and a £25.00 02 SIM which I agreed to. New contract was sent and signed with no issues. I had to change the installation date late due to unforeseen circumstances and as a result my next bill reflected the 'rolling' current contract rate which I reluctantly agreed to as the change of installation was of my own doing. I was never informed when making the changes that as a result of the upgrade that new equipment would be sent to my address ready for the engineer as I had an additional box that would require some structural changes.
Today I was admitted to hospital on the expected installation date so I changed this to 31st August but checking my account it is showing as a fault appointment and not a new installation. I again contacted via WhatsApp who advised me that now they cannot get the equipment to me until 16th October!? I was never advised at any time that the engineer was dependant on the equipment arriving, I was under the impression that the engineer would have what was required (new router, 360 box and 2 new remotes) and now again this means I have another month of rolling contract price which is not acceptable. I have had another updated contract from today which has had 3 separate prices and costs and I was reassured it was all changed. It is still wrong. There must be some way to raise an official complaint for this? My question remains - do the engineers have the equipment when they planned installation date arrives OR should I already have the equipment sent ready for the engineer? If the answer is the latter then I have never been sent delivery instructions for either or the 2 installation dates I had planned.
I am incredibly close to cancelling the upgrade, paying the last bill and then cancelling my Direct Debit for anything further given the appalling support. I have all contract details and chat transcripts of what I was advised by numerous advisors which is still not correct
