Just some word of advice to anyone who has gone past their 12 month contract. Know that you are in a powerful position in having the abilty to negotiate a much better contract via the threat of leaving them since your contract is over.
We were paying £36 a month for 50MB broadband and a 24/7 free land line calls phone line. After my 12 months contract finished I rang them up and selected the option to leave and told the nice lady on the other side that I wasnt happy paying £36 and want to leave. She straight away offered me £26 a month for the same service. I declined, she couldnt offer anything better so I gave her my 1 month notice to leave. A week later their external retentions rang me and offered me the same services for £20 a month which I negotiated down to £14.99 a month for a 12 month contract. I was well happy
Good god their customer services must be the most inconsistent ever!
I was on the Big Kahuna bundle for 18 months. 12 months of which I paid about £50 due to 50% off for the first 12 months, and the 6 months of which I paid something like £100 per month.
After a whole 19 months, I asked to cancel because I couldn't afford £100 per month and they threatened to immediately cut all my services and steal my telephone number which I've had all my life. He even said I won't have much luck finding another broadband provider without internet or a phone.
Finally settled on about £45 per month for 50Mb broadband.
A few days later I get the contract through the post and it's actually £15 more than I was quoted.
So I call them up and the guy says sorry blah blah blah and then offers me the same package for about £32 per month. Only this time I don't get a contract through the post and when my bill went through at the end of the month through direct debit I was actually charged £55.
I'm at my wits end with VM's customer service.
I'm actually scared of calling them again. I cant bear any more lies, threats, and deceit.
