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

Can't renew

DiMum — Sun, 23 Jul 2023 05:47:10 GMT

I received an email, inviting me to renew my contract, which ends on 20 August. The price offered for a 24-month contract for Unlimited Fibre Extra broadband and line rental was £24.99 a month.

When I follow the link to my account, all I can see is this message, "Due to a temporary issue we are unable to provide you with upgrades or contract renewals at the moment, please try again later."

I'll keep trying to get through to customer support, and I've cleared cookies etc, but I wondered if there was anything else I could do.

Re: Can't renew

jab1 — Sun, 23 Jul 2023 06:30:18 GMT

@DiMum Not heard that 'excuse' before, but I suggest you keep trying to call them as Help Team cover at weekends is somewhat limited. I would personally suggest ringing the Customer Options Team on 0800 013 2632 on Monday - selecting 'I'm thinking of leaving' from the options offered.

Re: Can't renew

RadioFox — Sun, 23 Jul 2023 15:53:09 GMT

I received the same email, as my 18 month contract also expires in August. The message I see when I click on the link is "Sorry the offer you clicked on is no longer available.". I hope this offer is still available when I phone tomorrow, as I'm not ready to lose my landline by going full fibre yet.

Re: Can't renew

jab1 — Sun, 23 Jul 2023 15:56:52 GMT

Unrelated to the OPs situation, @RadioFox , but it is a recurring issue which seems to be low on the 'get it fixed' list. A call to COTs with your offer in front of you should get it sorted.

Re: Can't renew

DiMum — Tue, 25 Jul 2023 18:55:35 GMT

Update: having raised a ticket (yes, I found a way) I received a call from PN and have just signed up for another 2 years. Happy with that.