Forum Discussion

AJL91's avatar
AJL91
Just joined
20 days ago

Contract length incorrect after house move

I moved house in November 2024 and the length of my contract was incorrectly extended by giving me a new 18 month length contract, when I was told the length of the contract, package and price will remain the same. Now my contract expires in May 2026 instead of April 2025 however my discounts all end in April 2025. I have tried to correct this twice and have been told they have updated it, but it is not updated on my account and when I try and discuss a new package for when it ends in April 2025, I keep getting told it expires in May 2026!

  • Kath_P's avatar
    Kath_P
    Forum Team
    19 days ago

    Hi AJL91, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear about any confusion caused. When a new account is set up at the new address, the contract is automatically added by the system. We then usually go in and manually adjust the contract end date. This won't show on your end I'm afraid. 

    For peace of mind, this is something we can certainly check for you at our end but in order to do that I'll need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,