Set up issue

[Costa16]

My contract was due to expire the 18th of February. I make my payments every 18th.

I asked to renew my contract from the 18th. As only a week from the payment had passed. The agent made the mistake to renew the contract on the same day and as soon as she realised said “oh! By mistake I have renewed it from today I am so sorry!”. This caused my wife to not be able to work from home for 2 hours and I have lost one month of internet. Plus, as my second deal had less extras, being too expensive, I lost 3 weeks of the extras I had prior the renewal.

what they said was that they were postponing my first month for a bit and they were discounting my first month by £3!

My first experience before the renewal was also horrendous but the complaints team was helpful and resolved in a way that I was content with what was offered. I hope someone can help in this occasion.

[Kath_F]

Hi Costa16, 

Thanks for taking the time to get in contact via the Community. We're sorry to hear there were some issues when renewing your contract. 

When you're not removing a service, any contract renewals are processed right away. The only time these would be delayed are in cases where a service is being removed, in which case there is a 30 day notice period. 

As you're billed in advance, you would have paid a higher price for the services so on your next bill that is generated after the change, you'd automatically get a pro-rata refund to ensure you're charged the lower price from the date it took place. 

Your services may have a short glitch whilst the new package updates but you wouldn't lose a month of service. 

Are your services all on and working correctly or do you still have a loss of service? 

Keep us posted so we can help further. 

Thanks, 

[Costa16]

They are on and off. Internet is not as fast as it was before.

what I am concerned about is that I have lost a month of the Jan-Feb month as the agent by mistake instead to postpone my contract after the 18th of February has started it there and then.

how will I get the refund of that month as it was not my decision nor my mistake.

[Joseph_B]

Hey @Costa16,

Thanks for confirming this, I would like to go about looking into this further with you, for me to do so I am going to sent you a quick private message to confirm some information.

Joe

[Costa16]

Hi Joe, I have replied.

Thank you for getting in touch