topic Cannot use renewal link online in My Account/Billing

Cannot use renewal link online

Stuckonrepeat — Fri, 26 Nov 2021 21:00:18 GMT

Hi,

I cannot click or use the renewal link online and it keeps saying that it cannot find the offer or it is unavailable. Any ideas on how to fix so I can renew?

Thank you

Re: Cannot use renewal link online

Baldrick1 — Fri, 26 Nov 2021 21:56:45 GMT

@Stuckonrepeat

Ring the Customer Options Team on 0800 013 2632. There’s rarely much of a wait on the line.

Re: Cannot use renewal link online

Gandalf — Sat, 27 Nov 2021 15:40:52 GMT

Thanks for your post @Stuckonrepeat and welcome to our Community Forums.

I'm sorry to see you're having issues renewing your contract.

I suspect this may be something to do with what's called a "WLR stop sell" at your exchange in that the available of the type of fibre broadband we're providing you has dropped (as well as standard broadband) in favour of full fibre (FTTP).

If you call us on 0800 013 2632 we can renew your contract without making any changes to the product we're providing. The team on the same phone number will also be happy to look at moving you across to full fibre through BT or EE, if you'd like this. We'll waive any termination charges our side so you can move without penalty.

Let me know if you've got any further queries.