Hello
I am aware that despite hearing issues meaning it is difficult for me to negotiate Renewal by telephone (via Loyalty and/or Retentions), help to do so is unavailable on the forum and never as good terms by live chat. However, I am hopeful, at least, for some clarification here re some matters connected with Renewal.
1) My current 24 month contract ends on 20 April 2025. I have received a standard email on 24/3/25, advising my package will increase by £1.54 p.m. from 28/4/25. I understand the why as regards the price (ie CPI at 2.5% + 3.7%), but why from 28th rather than 20th?
2) I believe Ofcom mandates for customers to be sent notification of end of contract date and renewal options between 10 and 40 days before contract ends, and this more usually happens around 30 days before. Bearing in mind my contract is due to end on 20th April 2025, I have not yet received any such by email or post. Will it be sent soon? Oddly, on 22nd November 2024 I received an email advising my contract was due to end soon and offering me a Renewal price of £26 p.m. for 18 maths (increasing by £3 in April (presumably 2025, it didn't say). As this was 5 months ahead of time, I thought it had been sent in error. Can you check why it was sent so early, and could there be some mix up with dates and this be the reason I haven't yet received the expected End of Contract Renewal Offer within the more usual 30 days or so of 24/4/25? I can see a different Renewal offer in My Account of £32 p.m for 24 months increasing by £3 p.m. in April 2026 (despite it stating the offer includes Fixed Price Plus!), but as this is a different contract length and quite a bit more than the figure in November's email, I am not sure how accurate it is.
Hopefully one of the support team can check my account/relevant dates and clear up any confusion, thanks, plus possibly arrange for the expected 30 days or so beforehand Renewal Invite/Offer to be emailed to me.
Thanks in anticipation, as ever, for assistance.
PS
As I have seen others reporting recently elsewhere on the forum, I can't access the Dashboard in My Account, as it just results in the constant spinning/buffering symbol.
