Forum Discussion

TonyS's avatar
TonyS
Joining in
2 months ago

Contract renewal confirmation?

My contract was expiring so I accepted the online offer of a renewed deal. I received an email with the order number. However, I haven't received further confirmation and my account details online do not show the new contract.

I'm aware many others have had this problem and have been advised the update and confirmation can take a few weeks to be actioned. But my next direct debit is due to be taken this week and I don't want the old, higher amount to be taken.

Can any of the community moderators help with checking the status of my new contract?

Many thanks in advance.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 months ago

    Hey TonyS, thank you for reaching out and I am sorry to hear about your renewal issues. 

    If you have made an online renewal this can take up to 14 working days to go through, we cannot speed this up sorry.

    However if you got the confirmation this has gone through.

    We do also bill a month in advance remember, so when the deal go through there may be some pro rota charges. 

    • TonyS's avatar
      TonyS
      Joining in
      2 months ago

      OK Matthew, thank you. I'll just have to see what happens.

      I have now received a strangely formatted email (containing code) that says a Quick Start installation pack will be delivered later this week. I didn't know I needed new equipment but I'll see what is contains.

      My online account also shows the order of a self-install pack, though on the main page my contract is still showing as expired. It's all a bit messy but I'll see what happens. 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 months ago

        This will be relating to your new deal, this means its going through which is a good sign.

        Any issues any them 14 days have passed, please do reach out and we will look into this.