Forum Discussion

FibreUser's avatar
FibreUser
Just joined
8 hours ago

Contract renewal not showing online order numer received

Hi,

I took out an early renewal offer via the website for a new 24 month contract on Friday 10th October. I got emailed the two pre-contract documents and accepted. I then got an email with an order number. I haven't changed anything apart from a slightly cheaper contract for a few months and then the price increases in April 26 and 27.

Is the current turnaround taking 14 days to activate online renewals? As of yet nothing has changed on my account. I checked the outstanding orders section online and nothing is showing there either.
My contract is due to end the 17th October and I have just been billed double the price for the month ahead. Will my new deal be honoured from the 17th onwards?

Thanks.

3 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    5 hours ago

    Hi FibreUser 👋

    Welcome to the community forum! Thanks for posting and sharing your recent experience changing contract. 

    We'd need to take a look at your account to see what's happening with your contract change and billing, and offer some guidance and support. 

    I will send you a PM to take a closer look. Please keep an eye on your Inbox in the top right corner of the page. 📩 We can return to this public thread with another update when possible. 
    Thanks for your patience and co-operation in the meantime! Wishing you all the best. 🌞

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 hours ago

      Hi All 👋

      Just returning to update the public thread. 
      Huge thanks to FibreUser for PMing with me. They were able to confirm a few details and provide evidence of the contract documents needed to investigate and get things sorted!

      We appreciate your patience and understanding - if there's anything else you need help with please let us know!

      Wishing you all the best. 🌞

  • FibreUser's avatar
    FibreUser
    Just joined
    2 hours ago

    Thank you for answering my questions and looking into this. I was very happy with the service received.