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Something's gone wrong

Posts: 1
Registered: ‎04-12-2022

Something's gone wrong

I am coming to the end point of my contract and i have had an email mentioning about upgrades and i can find this under my account.  When i go to this section i get the following error:


'You can't change your products for the moment, you already have a product change in progress.'


It looks like i am  not the only one who has had this issue.  Is it possible that this can be changed?  It would be good if i can see what my options are.


Many thanks,

Posts: 16,563
Thanks: 5,205
Fixes: 244
Registered: ‎24-02-2012

Re: Something's gone wrong

Welcome to the forum, @xfire98185 . You are quite correct, this seems to happen to almost anyone who hasn't logged into their account after they have had an upgrade/add-on/change of contract. For some inexplicable reason, the automatic system which is supposed to clear this message fails to work and there is never an explanation.

Your best bet is to call in, but be prepared for a lengthy wait.

Posts: 22,717
Thanks: 9,442
Fixes: 150
Registered: ‎22-08-2007

Re: Something's gone wrong


I would not wait to do a renewal on-line- generally better deals can be had directly with COTS.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

  • 0800 013 2632 (from within the UK)
  • +44 330 123 9197 (from abroad)
  • Available...
    • 8am - 8pm Monday to Friday
    • 9am - 7pm Saturday
    • 9am - 6pm Sunday


Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.