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Contract Renewal Process Fail

FIXED
Deembe
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎24-07-2020

Contract Renewal Process Fail

Trying to use the contract renewal process from either the email offer received yesterday or the seemingly better offer already on my account page results in a circular { Sign in, Start order, Check Line  Details, Sign in again, Ooops Something went wrong } repeat sequence.  Attached image shows the error message.

Seems that others have encountered similar issues.  Live Chat was in reality an invite to join the phone queue which I try to avoid by using the online process.

Is the telephone the only option?



5 REPLIES 5
Deembe
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎24-07-2020

Re: Contract Renewal Process Fail

Fix

Hmmm, time to look at the market.

The last time that I encountered failing cutomer service like this was when I was with TalkTalk.

The LiveChat and PlusNetHelp on twitter are basically now just vacuus functions. Sad but everthing has its day. 😕

Deembe
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎24-07-2020

Re: Contract Renewal Process Fail

Of course it isn't really fixed but I now know my future path...

LordFoul
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 779
Fixes: 32
Registered: ‎06-08-2018

Re: Contract Renewal Process Fail

Hi @Deembe,

 

Apologies for any delay in responding here.

 

It's best to call us on 0800 432 0080 to discuss re-contracting, between the following hours:

 

08:00 to 20:00 (Monday to Friday)

 

09:00 to 19:00 (Saturday)

 

09:00 to 18:00 (Sunday)

 

Call wait times to our House Moves Team are minimal, although peak times do affect the time you have to wait.

 

 

If you need a callback from them, just let us know and we'll arrange one for you.

 

Thanks - LF

Soniclife
Hooked
Posts: 6
Thanks: 3
Registered: ‎14-07-2017

Re: Contract Renewal Process Fail

I have the same issue.  I cannot get through via phone, endless queue with hideous hold music, can I have call back please, to my mobile number as we don't have a landline phone.

Deembe
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎24-07-2020

Re: Contract Renewal Process Fail

Only because of personal circumstances I decided to try again using the above number.  After 40 minutes I am now renewed for 2 years using the offer that was emailed.   All seems a bit strange to be doing this by  phone rather than online. Hey ho, can kicked down the road. However things had better be different next time around or I shall not be renewing again given that I'm jumping through hoops to stay on an inferior deal to that offered by VodaFone.