Hi everyone,
I have just been through an account upgrade on the 11th June. Got a great deal. But my online account has remained unchanged as has my app. Both still show my old account payments etc.
Is this delay normal or should I speak to someone. I have received all the new paperwork by email which is all correct - but my online account has yet to be upgraded. Do I just wait or do I need to call someone to get it sorted?
Thanks in advance. Mark
Start date on the new contract was 11th June by phone. No new tech required. I called the helpline yesterday and got literally nowhere! In past contract upgrades it’s been changed online straight away. The key issue is - who on earth do you talk to or contact. The main phone process it’s just dire! Any advice gratefully appreciated.
Forum TeamHi MTS1 👋 welcome back to the community forum! Thanks for posting and bringing this issue to our attention.
Sorry to hear about your experience changing package. We will need to take a closer look at the account from our side to see what's happening, and offer further support if needed.
Please keep an eye on your Inbox 📩 in the top right corner of the page for a PM offering support.
We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞
Forum TeamHi All👋 just returning to keep this public thread updated.
Thanks to MTS1 for PMing with me. I was able to confirm a few details needed to take a closer look into their concerns, and offer some support.
I'm pleased to report that the issues with the contract price were already resolved, and we discussed some additional feedback about the experience. There had also already been a complaint raised and resolved with another of my colleagues, so I was limited in the further support available.
My sincerest apologies again that this happened - I do hope you have an improved experience when dealing with us in future. We will always be happy to help here on community if needed!
Wishing you all the best. 🌞
Hi Mark,
There may actually be a start date showing on the paperwork that you received.
If you performed the upgrade over the phone it's usually actioned straightaway, unless you are receiving new equipment as part of the upgrade, in which case it won't be completed until you've received and activated the new equipment.
If you processed the upgrade by any other means then it's usually picked up by a back office team and can take up to 10 working days to complete.
