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ceepeebee
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Upgrade and SuperHUB

Hi all,

 

I'll keep this as short as possible. I am still trying to take advantage of the upgrade on my account (see image). I create the order through the web page and then I get an email within 3 days (this has happened twice) to get me to ring up. I do and then I get told I need a new SuperHUB (I've got a SH2 here) in order for the new speed to take effect. I then get told I will be entering into a new 18-month contract.

I try to tell the salesperson of the offer I've signed up to on the site, but I get nowhere and ultimately end up ending the call. There's clearly something wrong as it clearly states "1-month" contract.

Is there any way anybody here can assist with processing this to avoid a difficult call with an individual who doesn't understand me too well? Even if, at this point, this is a new 18-month contract. I'm just not sure why ordering should be this hard.

All I'm trying to do is give VM more business long term 🙂

ceepeebee_0-1611131438416.png

 

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-tony-
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Re: Upgrade and SuperHUB

not sure on the need for a new hub - i thought there was a 350 config file for the SH2 but i may be wrong or things may have changed

who are you talking to - if offshore they are not the best - you need to talk to someone in the UK - try this

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

____________________

Tony
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ceepeebee
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Re: Upgrade and SuperHUB

Hey Tony,

Thanks for the reply. So, can I ask, would you suggest I raise the order again, wait for the inevitable email to say "hey, we need more info" and then ring that UK line?
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-tony-
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Re: Upgrade and SuperHUB


@ceepeebee wrote:
Hey Tony,

Thanks for the reply. So, can I ask, would you suggest I raise the order again, wait for the inevitable email to say "hey, we need more info" and then ring that UK line?

not sure on that - the text seems clear - maybe marketing have not passed the deal back to whoever does the work - you can ring but if its not one their screen they will not be able to do it and you have tried the way it suggests

i would ring retentions and talk it through - they may match the price but would [i think] add the 18 months contract - there is a 30 day rolling contract deal maybe they can do that

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

in the mean time i will flag the thread - staff may be able to get some info/clarity but i doubt they will be able to do more than that

____________________

Tony
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Z92
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Re: Upgrade and SuperHUB

That looks like a website glitch to me and seems it's supposed to be an 18-month offer as all the text apart from one place (which is the most important) indicates 18 months.

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stabilo00
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Re: Upgrade and SuperHUB

mmmm. A monthly contract for 18 months🤔

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ceepeebee
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Re: Upgrade and SuperHUB

If it's a typo, fine, but an introductory offer, for 18months on a rolling 1 month contract could be a thing. It could equally be a monthly charge for an initial 18 month contract...

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Katie_WT
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Re: Upgrade and SuperHUB

Hi there @ceepeebee

 

Thanks for your post - sorry that you've had some issues with upgrading via your online account. When making any package changes or upgrades, you will be placed into a new 18 month contract - I can only apologise about any confusion caused by the online account wording  you have shown.

 

We shall of course get this fed back so we can check things out from this end for you. 

 

Unfortunately we don't assist with package changes via our Community Forums; I can advise you though that the offer you have shown is not one available to staff. If you'd like us to check for other offers, please feel free to give us a ring on 150/03454541111 or pop us a text on 07533051809

 

Cheers

 

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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