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Renewed BB contract but not received email confirmation

mexicano
Grafter
Posts: 131
Thanks: 4
Registered: 17-07-2010

Renewed BB contract but not received email confirmation

As the subject line states, I've renewed my BB for 18 months the other day and the operator told me an email will be sent confirming all the details but I haven't received any yet. My existing contract is supposed to expire in December, does that mean my new contract will start from then or does it begin immediately?
I just tried phoning CS and the message says there is a 45 minute wait!!  Crazy
And before anybody suggests I look in my spam folder; I did, and still nothing.
Thanks for any help.
9 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,310
Thanks: 937
Fixes: 184
Registered: 25-03-2015

Re: Renewed BB contract but not received email confirmation

I'm not entirely sure why you wouldn't have received the email, however I can see confirmation of the new contract is on your account and can be viewed Here.
The contract should start from your next billing date Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
mexicano
Grafter
Posts: 131
Thanks: 4
Registered: 17-07-2010

Re: Renewed BB contract but not received email confirmation

Hi Harry,
Thanks for your reply.
I didn't think of checking there.
But as you can see Sasha did mention that I should "Please keep a copy of this e-mail for your records" so she did say that an email would be sent. Maybe she just forgot?
Plusnet Help Team
Plusnet Help Team
Posts: 4,310
Thanks: 937
Fixes: 184
Registered: 25-03-2015

Re: Renewed BB contract but not received email confirmation

The ticket itself should have triggered the email to be sent. I've made a note of this to see how many examples I can get to check if this is just a 'one off' or if this needs investigating further.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
mexicano
Grafter
Posts: 131
Thanks: 4
Registered: 17-07-2010

Re: Renewed BB contract but not received email confirmation

Thanks again Harry. I copied and pasted the ticket and saved it in notepad but it would still be nice to get an "official" email, just in case, for my records.
Plusnet Help Team
Plusnet Help Team
Posts: 4,310
Thanks: 937
Fixes: 184
Registered: 25-03-2015

Re: Renewed BB contract but not received email confirmation

Hopefully you should have an email now.
I've copied the ticket on to a new ticket to try and trigger the email for you Wink
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
mexicano
Grafter
Posts: 131
Thanks: 4
Registered: 17-07-2010

Re: Renewed BB contract but not received email confirmation

You have!!! Thanks buddy. You've made an old man very happy Smiley
nokiboi39
Grafter
Posts: 27
Registered: 12-09-2010

Re: Renewed BB contract but not received email confirmation

Hi,
Just to say I renewed my contract on 29/10/12 and this is the email I got, as you can see nothing about what the contract details are.
Dear XXXXX,
Account username: XXXXXXX
We're sending this email to confirm the details of your new contract.
Your new contract
Your package will be subject to a new 18 month contract.
This will take effect from 02/11/2015.
If you have any questions, you can contact us online using the Help Assistant or you can call us on 0800 432 0200 or 0345 140 0200.
Kind regards,
Plusnet Customer Support
http://www.plus.net/
Email ref: E102X
--
Plusnet plc
Registered Office:
The Balance, 2 Pinfold Street,
Sheffield, S1 2GU
Registered in England no: 3279013

However if I logged on to my account I can see a copy of the email that I should have got, however it isn't the same as getting an email direct for my records.
Cheers
Superuser
Superuser
Posts: 6,781
Thanks: 862
Fixes: 55
Registered: 30-07-2007

Re: Renewed BB contract but not received email confirmation

Quote
The ticket itself should have triggered the email to be sent. I've made a note of this to see how many examples I can get to check if this is just a 'one off' or if this needs investigating further.

Seems like it may be a more general problem!. I renewed contract recently and got notification of new contract date & time like nokiboi39 BUT not the contract details. There's a ticket on the account with the details but it doesn't seem to
have generated the email...
NorthPole
Aspiring Pro
Posts: 255
Thanks: 39
Fixes: 6
Registered: 05-07-2013

Re: Renewed BB contract but not received email confirmation

I've renewed my annual contract by phone with the CS team two years running, and never had any email confirmation at all!