topic Re: Can't seem to renew contract in My Account/Billing

Error message on account

mu0ljt — Mon, 01 Aug 2022 19:59:20 GMT

Each time I log in to upgrade my broadband deal I get this message,

An error has occurred
You can't change your products for the moment, you have an order which is currently being processed. Please try again later

Could this be resolved please?
Thank you

Re: Error message on account

Gandalf — Wed, 03 Aug 2022 12:10:06 GMT

Hi there,

I've fixed that for you now. Let me know if you have any further issues.

Can't seem to renew contract

mu0ljt — Mon, 15 Aug 2022 08:01:45 GMT

My contact is due for renewal in September but I can't seem to renew it.

It tells me I can renew for about £24 but when I go through the renewal process it tells me that my payment will remain the same and it shows my contract still running out in September and going up to £41.
Please can you explain or sort as understandably that price will see me switching companies.
Thank you

Re: Can't seem to renew contract

Baldrick1 — Mon, 15 Aug 2022 08:24:13 GMT

@mu0ljt

As they appear to be connected I have moved your latest post to here.

To get this resolved quickly I would ring the Customer Options Team on 0800 013 2632. This number in normally answered quite quickly.

Re: Can't seem to renew contract

Gandalf — Thu, 18 Aug 2022 17:24:38 GMT

Hi @mu0ljt,

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

From what I can see you're in what's known as a fibre priority exchange area, which means that if you're wanting to renew on the same package, you'll need to call us on 0800 013 2632 so we can process the renewal manually.

Alternatively you can upgrade to full fibre (FTTP: Fibre To The Property) either on the same speed you have now or even faster up to 900mbps, and you should see offers for this in your account Here.