topic Re: Confirmation of New Contract in My Account/Billing

Confirmation of New Contract

Terranova667 — Mon, 25 Apr 2022 13:19:25 GMT

Hi on the 20th April i made a new contract as my previous one was coming to an end, I received the Email with the new pricing etc, but the Members centre is still showing the old contract pricing with the message "You can't change your products for the moment, you already have a product change in progress"

I know the member centre has it's issues is this part of that,, can someone on staff confirm that the new contract is in place with the updated pricing etc, thanks

Re: Confirmation of New Contract

Terranova667 — Tue, 26 Apr 2022 10:58:00 GMT

can someone from staff respond to this please..

Re: Confirmation of New Contract

adamwalker — Tue, 26 Apr 2022 10:58:18 GMT

Hi @Terranova667 I've just had a look at your account and the new contract is in place so it does look like the issues you're seeing are part of the general problems with contract information showing incorrectly on the member centre.

Re: Confirmation of New Contract

Terranova667 — Tue, 26 Apr 2022 15:06:45 GMT

Thanks for the reply Adam good to know, thanks.

Re: Confirmation of New Contract

Terranova667 — Tue, 10 May 2022 10:42:20 GMT

sorry to resurrect this post but i come to understand that the members centre issues were fixed yet i'm still seeing the old contract, My new deal should be £34.14 a month for Fibre extra, line rental and anytime phone, but the members centre is showing £45.44 a month, under contract it still says ends 22nd May 2022, i renewed on 20th April,

can someone on staff look into this please my biil is on the 20th i want to make sure i'm going to be paying the new contract amount, there have been a few posts on the forums where this hasn't happened when renewing.

Re: Confirmation of New Contract

adamwalker — Tue, 10 May 2022 11:54:10 GMT

Hey there,

I've just looked into this for you and I can see there's an account change set to go through on your next billing date so your new contract information will update once that's gone through.

Do shout up if there's anything else I can help with!

Re: Confirmation of New Contract

Terranova667 — Tue, 10 May 2022 12:02:25 GMT

@adamwalker Hi Adam thanks for the reply, so this months bill on the 20th will be under the old contract of £45.44 and The new contract of £34.14 will be from next month, that correct?

Re: Confirmation of New Contract

adamwalker — Tue, 10 May 2022 12:56:29 GMT

No worries at all and yes you should be billed at the new rate from the next billing date when the new contract kicks in.

Re: Confirmation of New Contract

Terranova667 — Fri, 20 May 2022 10:43:46 GMT

@adamwalker Hi there has been a mess up with my bill and new contract, i have been billed £53.99 for this month it should have been £45.44 i shouldn't have been charged this much , also the pricing for my new contract in the members center is still showing £45.44 which is still my old contract pricing, the pricing should be £34.14 per month.

Can you please sort this out before the 27th when payment is due to leave my bank account and future bills, looks like i didn't escape the billing issues with making new contracts.

Re: Confirmation of New Contract

LaurenB — Fri, 20 May 2022 11:21:33 GMT

Hiya @Terranova667, thanks for getting in touch! I'm so sorry for the issue with your bill and would like to do what I can to help

I have provided a more detailed response on your account here: https://www.plus.net/wizard/?p=view_question&id=224605631 with the steps I am taking for you!

Re: Confirmation of New Contract

Terranova667 — Fri, 20 May 2022 11:34:36 GMT

@LaurenB thanks so much for helping with this, I will add extra to cover this months bill, hopefully future bills will be as it should be.

Re: Confirmation of New Contract

LaurenB — Fri, 20 May 2022 12:12:00 GMT

No worries, I will be keeping an eye on your account for you so that I can ensure future bills are correct and take the needed actions

Re: Confirmation of New Contract

Terranova667 — Tue, 24 May 2022 10:26:40 GMT

@LaurenB Hi Logged into my member centrer and saw that next month bill is being shown as £56.69, it looks like the new discount hasnt taken hold, can you sort that for me, should be £34.14 as agreed in the new contract i agreed to, thanks..

Re: Confirmation of New Contract

LaurenB — Tue, 24 May 2022 13:49:35 GMT

Hiya @Terranova667, I provided the latest update on the open ticket here for you: https://www.plus.net/wizard/?p=view_question&id=224605631

As mentioned, I'm keeping an eye on this for you and will ensure the relevant actions are taken to sort this for you

Re: Confirmation of New Contract

Terranova667 — Wed, 25 May 2022 10:40:46 GMT

@LaurenB Hi I Had a look in members centre the discount looks to be applied and is saying the correct monthly amount, thanks for sorting this out, hopefully it holds.

Re: Confirmation of New Contract

LaurenB — Wed, 25 May 2022 13:40:47 GMT

I'm pleased it looks all good your side too there should be no issues with the discount staying on now that it's been applied.

Just get back to me should you have any further queries at all.