Can't Renew Line Rental Saver

[#1]

Clicked on the link in the reminder e-mail (which is the same link as posted in replies to the same problem from other people) and get

You can't add Line Rental Saver for the moment. Unfortunately Customer Centre Members will not be able to do this for you either.

• Our system may be updating. Please try again later.
• If you find you can't add Line Rental Saver again, let us know using the Help Assistant

[#2]

Moderators Note

This topic has been moved from Home Phone to My Orders

[#3]

Hello @molerat

I am sorry to hear that you are unable to renew your line rental saver through your members portal.

This is a known issue and our team is working on resolving this matter. In the meantime, to renew your line rental saver please contact our Customer Options Team.

Call our CustomOptionsion Team on 0800 013 2632, they are open Monday-Friday 8am-8pm, Saturday 9am-7pm and on Sunday 9am-6pm.

Best wishes.

[#4]

It seems that I cannot "renew" LRS due to my switching to fibre before renewing.  It can't be fixed so a mess of a workaround has to be done in refunding my first month of full line rental over a period through bill credits then buying a new LRS once my current LRS period expires putting my dates out of sync.  What a mess your system is in !

[#5]

Hello @molerat

I do apologise that we are currently having issues with renewing your line rental saver.

I have responded to your query via a ticket. You can view my response by Clicking Here

Should you require any further assistance, please do get back in touch with us.

Many thanks.

[#6]

I have replied to the ticket

[#7]

Hello @molerat

Thank you for responding back to my ticket. I have updated your ticket, you can view this by Clicking Here

Should you require any further assistance, please do get back in touch with us.

Many thanks.

[#8]

Still can't get line rental saver.  Yesterday the message was a bill was being prepared and LRS would be available later.  Today, after the bill is available, the old message was back.

You can't add Line Rental Saver for the moment. Unfortunately Customer Centre Members will not be able to do this for you either.

• Our system may be updating. Please try again later.
• If you find you can't add Line Rental Saver again, let us know using the Help Assistant.

To add insult to injury my bill and account is a complete mess.  I am being charged for UL BB at £10.99 instead of fibre at a discount.  My on line account shows the same and having me on an 18 mth contract when I am on a 12mth contract as witnessed by the mailings I have received.

Please sort this mess.

[#9]

Hi @molerat,

I have spoken with a member of our Sales and Retentions team to give you a call with a potential work around. My colleague ([CSA Removed]) will be in touch in the next couple of hours to discuss this further with you. 

If you miss the call, or it isn't a convenient time, please just drop me a line and we'll rearrange.

Best wishes,

Moderator's note by Mike (Mav): CSA name(s) removed (and OP PM'ed) as per Forum rules.

[#10]

Have been contacted and hopefully now sorted

[#11]

A quick question semi related.  I now have a new broadband account set up to get round this problem so do I need to do anything about my account on here or do you link me by my e-mail address ?

[#12]

Hi @molerat,

I'm glad to see that the issue seems to be resolved.

I'm afraid the account username you entered when signing up your forum account cannot be changed however, I have updated our internal system with your new service ID. If you are referring to your forum name, you can raise this with a moderator to look towards changing name. @Mav @Strat @dvorak

Thank you.

[#13]

As long as my ID on here is linked to my broadband/phone account then all is OK thanks.