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Contract renewal not working

FIXED
Hooked
Posts: 7
Thanks: 1
Registered: ‎20-05-2020

Contract renewal not working

hi Team,

 

I received an email about my contract renewal with a link to actually do it but the link which took me to my account's manage account section which said and says still: "You can't change your products for the moment, you have an order which is currently being processed. Please try again later.".

 

this is odd as my contract has now expired almost a month ago. I tried to call but noone seems to be taking calls and also the online chat is down. Sad

is there a chance to get the contract renewed and the extra cost refunded for the month or maybe months if it's not fixed in 3 days...?

 

thanks for your help!

cheers,
Sir_Moke

34 REPLIES 34
Newbie
Posts: 2
Registered: ‎20-05-2020

Re: Contract renewal not working

Same thing is happening for me too.

Plusnet Help Team
Plusnet Help Team
Posts: 18,035
Thanks: 5,771
Fixes: 964
Registered: ‎21-04-2017

Re: Contract renewal not working

Thanks for getting in touch, I've fixed the problem for both of your accounts.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Hooked
Posts: 7
Thanks: 1
Registered: ‎20-05-2020

Re: Contract renewal not working

hi Gandalf,

 

thanks for having a look!

I've checked out the offers/upgrades and it doesn't give me any other option but to keep my current out of contract product.

is it a bug or a feature? Smiley

 

cheers,
Sir_Moke

Plusnet Help Team
Plusnet Help Team
Posts: 18,035
Thanks: 5,771
Fixes: 964
Registered: ‎21-04-2017

Re: Contract renewal not working

If you follow the renew your contract link we provided in the end of contract reminder email you should find the offer. If you can't find the email this is documented onto your account as a service notice Here.

You'd need to be logged into your account first before following those links btw.

If you have any issues I'd recommend calling our customer options team on 0800 013 2632

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Hooked
Posts: 7
Thanks: 1
Registered: ‎20-05-2020

Re: Contract renewal not working

hi Gandalf,

 

thanks for your quick response!

I get the below message so I guess I need to call the number provided... Smiley

I will do so and will post the update here.

 

cheers,

Sir_Moke

Your personalised offer is just a call away

Oops, that offer isn't available. Please call us on 0800 432 0080 to find out the latest deal we can give you.

Plusnet Help Team
Plusnet Help Team
Posts: 18,035
Thanks: 5,771
Fixes: 964
Registered: ‎21-04-2017

Re: Contract renewal not working

Fix

Hi @Sir_Moke it'd be quicker to call 0800 013 2632 as it's the direct number for customer options Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Hooked
Posts: 7
Thanks: 1
Registered: ‎20-05-2020

Re: Contract renewal not working

ahoy,

 

managed to get through very quickly and got the contract renewed in a split second.

thanks for your help @Gandalf!

 

cheers,

Sir_Moke

Plusnet Help Team
Plusnet Help Team
Posts: 18,035
Thanks: 5,771
Fixes: 964
Registered: ‎21-04-2017

Re: Contract renewal not working

Argh matey! (I can't stop doing pirate impressions in my head now) Cool

Glad to see that, no problem at all. Let us know if there's anything else you'd need help with. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Newbie
Posts: 2
Thanks: 1
Registered: ‎22-05-2020

Re: Contract renewal not working

hello, i am also having the same problem "You can't change your products for the moment, you have an order which is currently being processed. Please try again later." this has been ongoing for a year now. could you help please?

Plusnet Help Team
Plusnet Help Team
Posts: 18,035
Thanks: 5,771
Fixes: 964
Registered: ‎21-04-2017

Re: Contract renewal not working

Hi @Mval I've fixed this for you now

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Newbie
Posts: 2
Thanks: 1
Registered: ‎22-05-2020

Re: Contract renewal not working

thank you, it works now Smiley

Plusnet Help Team
Plusnet Help Team
Posts: 18,035
Thanks: 5,771
Fixes: 964
Registered: ‎21-04-2017

Re: Contract renewal not working

Awesomeness no problem Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Newbie
Posts: 3
Registered: ‎18-06-2020

Re: Contract renewal not working

Hi,

I have just tried to renew my contract after having an email to ask me to do so and I have the same message coming up as well, can someone resolve please?

Newbie
Posts: 1
Registered: ‎19-06-2020

Re: Contract renewal not working

same thing here. i think its because it still thinks my router is out for delivery, even though i've had it for nearly 18 months. perhaps the status could be updated to delivered so i can actually do something?