Contract Renewal not activated on account

Hi my elderly parents had an email telling them they had to upgrade to 360 as their tivo box needed replacing. Once my dad clicked on the link to upgrade he was sent to a page telling him he was out of contract and offered a very good renewal deal of around £70 pm when had been paying £133 pm not realising he was out of contract. He clicked yes to accept the offer and received an email and contract straightway with the new price. However there has been no change to his account and doesn't show any of the new contract details. A Web chat for an hour was a waste of time as they tried to get him to sign another contract which was a worse offer only then to be told to wait for the online contract to go through as it could take 14 days. We are now on day 16