Contract Renewal?

[Frustrated21]

On the 13th January 2022 I renewed my contract to an 18 month Fast Broadband plan for £22 per month, the estimated go live date was 13/01/22  This was completed via the online chat.

I renewed as I had received an email on the 24th December 2021 offering a new deal because my contract had ended.

The details have still not been updated in My Account and it tells me that my contract expired on 16th December 2021.

I received an email on 5th February stating “Now that you’re coming towards the end of your Fast Broadband and Line Rental contract on 16 December 2021” and offering me a couple of available options, one of which contains the wording “you’ll pay a little extra from 11 May 2021 until your contract ends.”

Has my renewal been processed, if so why haven’t my details been updated and why am I still receiving emails offering renewal options containing incorrect information?

[SocialTeamJo]

I'm really sorry about this, Frustrated21.

We don't renew plans here, you'd have to speak to our Better Value Team.

Thanks,

Jo

[Frustrated21]

Well, contract hasn’t been renewed, this is the second time this has happened,  I have tried to renew my contract twice since it ended in December 2021.

I think I've had enough, I am also having problems with another issue regarding a bereavement, which has been escalated to the CEO office and I’m still waiting to hear from them, nothing for two days other than we will be ‘in touch’ via a text.

I have never had such a poor experience as I have with this company's customer service, I have been truly worn down!

[SocialTeamJo]

Hi Frustrated21,

I'll look into this, have sent you a PM requesting for further information.

Thanks,

Jo

[Gliwmaeden2]

You probably paid more after the price rises last Easter, @Frustrated21, if they are referring to 2021. Very out of date.

However it is odd that they have sent you that new email at this stage. It would appear that they are inviting you to take out a new contract, after the expiry of the old one, in which case you would have seen a noticeable increase in the amount you pay, during the few weeks since the contract expired.

It sounds as though the renewal didn't go through. Did you keep a copy of the Chat?

There will also be the CPI+3.7% increase each April.

A bit of a muddle! Your thread is in the queue for attention. Hopefully staff will pick it up within a day or two. 

Please look out for their reply, and follow up on this thread. 

Any notification emails will be from a No Reply address.