TV Box not delivered by still paying

[SarahDee1]

We ordered a package in July (TV, internet, phone and mobile) as we have just arrived back to the UK after 20 years. Internet arrived and phone connected but no TV box. I contacted them several times by phone, chat etc and on 14 Aug they said they would send within 48 hours. Came back from holiday on 24 Aug and still not delivered (no box as someone brought in mail or note from Yodel). Contacted them again and apparently not properly escalated in their system so didn't go through. It will now be allegedly delivered in 48 hours.

Also no O2 sim. Seems was a bad setup, and the person who set us up did not tell O2, so VM sent me to O2 who have never heard of us. I am going round in circles. Last time I seemed to make some headway with the assistant and then the VM chat got cut off so back to square one and it took me hours last time to get to where she was trying to set up the O2. Who has the sort of time it takes to set up with VM? Also they want to use my existing mobile for updates but as I am new to the UK I have had to get a pay as you go Vodafone card to be able to have a UK number to set up the O2 sim which makes no sense.

Thing is my bill is charging me for whole package when I only have half of it - and I'm having to spend hours on chats with them from my EU tel number so if I'm not home I get data roaming charges. I calculate they have cost me about EUR 20 so far.

Now I just want to cancel and go to Sky but it seems I will get a GBP 240 cancellation fee plus charged for the set up and the first month even though all I have is patchy wifi and a landline I have only used to call VM?? How can a company be this poor at customer service? And is it legal they change me for services they have failed to deliver? 

[Cardiffman282 · Accepted solution]

"How can a company be this poor at customer service?"

You did check the Trustpilot/Ofcom/Which? reviews before signing up didn't you? 

"And is it legal they charge me for services they have failed to deliver?"

I don't believe it is and I believe there is a good argument to say that your contract has been well and truly frustrated by VM and therefore you should be free to leave without penalty and get a refund for services not provided, for your time and your mobile bill chasing this whole circus up. 

I would generally suggest raising a formal written complaint with a view to escalating to the Ombudsman here. The link is below. 

I wouldn't make any more calls to offshore customer services. It will only risk making the situation even worse than it already is. Do engage with the VM forum team however.

Oh, and welcome back to the UK. 

[Kath_F]

Hi SarahDee1,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've had issues with getting your TV service installed and that you've not yet received your O2 SIM. Whilst we're not able to do the order for the O2 SIM, we can take a look at the TV issue. In order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

In terms of the O2 SIM, if you've not received this yet, you will not be being charged for this since this would be taken as a separate payment direct from O2. Please contact the team on 150 / 0345 454 1111 in order for them to get the SIM ordered for you. 

Thanks, 

[SarahDee1]

As a public update the Forum Team did contact me but I "failed" one security question which was when is the direct debit taken out. As we are a new customer it has never yet been taken I gave her the only date I had which is next payment but she insisted on last payment. I had the app open so I know I was correct and suspect this is a delaying tactic to stop me cancelling.

My husband spoke to an advisor today (Jan) who said they would hold us to the full annual contractual amount if we cancel even though they have not delivered on the contract.

So I have got as far as I can with VM - still not TV box and they just won't sort it out or let me go so I feel at this point I need to get a solicitor involved as from a brief read of some of the trading and retail laws - they are definitely in breach. If anyone else has same/similar problem, do reach out and we can look at class action. We have also complained to VM formally and will go to the Ombudsman but that will take time so I will invoke legal action to break the contract so I can have TV this side of Christmas.

[Cardiffman282]

Good for you Sarah and thank you for keeping the thread up to date.