topic Contract renewal in My Order

Contract renewal

thebadman — Tue, 05 Jul 2022 12:58:33 GMT

I'm completely confused by the dashboard of this site and think it has been terribly implemented. I clicked through to renew my contract at £31.99 a month. But since I have done that and completed the order. I got an email telling me my new price from 15th July will be £47.54 to my utter dismay and also on the current dashboard when I sign in I have no mention of a contract renewing or anything and it looks just as like before that the contract just ends on 11th of July????

Makes no sense and is very confusing. I will not be paying £47.54 a month so if somehow that has gone through like that I will be cancelling straight away

Re: Contract renewal

Gandalf — Mon, 11 Jul 2022 12:54:35 GMT

Sorry for the confusion. That email you're referring to doesn't include the discounts which we've added. You should have received another email to confirm this but if you haven't you can view the adviser's ticket Here.

Also the contract's not showing in your account at the moment as it's not begun yet, but it should do from your next bill date.

Re: Contract renewal

punkpreacher — Wed, 13 Jul 2022 14:19:54 GMT

I have just upgraded to fibre unlimited, i thought for 21.50 pm. Told on confirmation it will be £41.75! tried to get through to helpline but no joy.

Re: Contract renewal

Gandalf — Wed, 13 Jul 2022 14:29:12 GMT

I'd recommend giving my colleagues in our Customer Options Team a call on 0800 013 2632 as the price for £21.50 looks to be your current price for standard broadband. They'll be able to make sure we offer you a good deal on fibre.

Re: Contract renewal

jab1 — Wed, 13 Jul 2022 14:35:10 GMT

@Gandalf - @punkpreacher has cross-posted (against forum rules) and it looks like I may therefore have given wrong information on his/her own topic - sorry.

Re: Contract renewal

Gandalf — Wed, 13 Jul 2022 14:44:00 GMT

No worries, it's probably best they call us anyway to confirm the monthly cost we've agreed.

Re: Contract renewal

punkpreacher — Wed, 13 Jul 2022 15:00:38 GMT

Sorry if I broke the rules! Was just desperate for an answer, as the the helplines are taking ages!

Re: Contract renewal

Gandalf — Wed, 13 Jul 2022 15:11:20 GMT

Sorry for the wait, did you try 0800 013 2632? As that number is normally answered quicker.

Re: Contract renewal

punkpreacher — Wed, 13 Jul 2022 15:27:35 GMT

Just got it sorted on the number you suggested. Thanks for your help!

Re: Contract renewal

punkpreacher — Wed, 13 Jul 2022 15:28:24 GMT

Sorted on the suggested number. Thanks!

Re: Contract renewal

punkpreacher — Wed, 13 Jul 2022 15:31:26 GMT

Thank you. Got it sorted on the number you gave me.

Re: Contract renewal

Gandalf — Wed, 13 Jul 2022 15:54:24 GMT

Glad to hear that!

No problem, let me know if there's anything else you'd need help with.