Contract renewal

Question

Can I ask why I cannot access my renewal offers within my app or account even though you are telling me my contract is ending soon and it’s time to renew?? I could access them a few weeks ago but since I begun a renewal one evening and never ended up completing it I can no longer access any contract changes within my account/app? The renewal would have been for the exact amount per month that I am paying now as well which is all the more frustrating! I literally have a tab within my app/account which is telling me to explore my renewal offers!
But when I click on it, it tells me to chat to someone if I want to renew, however just a few weeks ago I could access these deals within my account and now I can’t?? What is the most frustrating of all is the offers I was being given were slightly less than I’m paying now or about the same for and had been for the last 5/6 months if I choose a new 24 month contract but via the chat you are telling me the cheapest you can do is £15-20 more than I am currently paying!! Why? My contact is up in just over a month and I currently look like I will be leaving!&nbsp;

Matthew_ML · Answer

Hey Ketih38, thank you for reaching out and we are so sorry to hear about your package issue, also a warm welcome to the community.
With the online deals they can change daily, sometimes depending on when the renewal date is the online deal could expire.
For example if you try this today does it show you any new deals at all or just contact us?

jpeg1 · Answer

The unavailable online offers are intended to get you talking to a sales person who is trained in upselling.&nbsp;

Keith38 · Answer

Hey Matthew, No it has been contact us for the last few weeks as I said! Before that I would login quite often to see what the renew price was and as I said it was always around the same as I am paying now if not a little less, but suddenly it was then unavailable for me to access on my account and tells me to contact you if I want to renew! I have then tried to renew this way but the prices quoted to me are so much higher than I am paying and what we’re being offered just a few weeks ago especially as the price hasn’t really changed when looking for the last 6 months or so! As I said I even started to renew in September but didn’t get chance to finish it as I got called away when in the middle of completing it but I did get a pre contract details sent to me which were for the same price as I am paying now! I’m unsure why it’s so much more expensive when going through you and not having access through the app! Or is that the point? so I have to pay more to renew as I’m getting closer to my contract ending as you know I won’t want to pay the out of contract price?

Matthew_ML · Answer

Thank you for confirming this, prices do change and we have no control over the pricing system sorry.
The prices given would be the best prices currently, to confirm you've mentioned you have a pre contact, did you sign up for something else?&nbsp;
Its up to you if you wish to leave to take the renewal price.

Keith38 · Answer

no this was the pre-contract you send before confirming but I never confirmed! I understand prices can change but what I don’t understand is why it changed overnight from being able to renew on my account for the same price or lower than what I am currently paying to £15-20 more per month after the access was stopped on my account! It seemed to happen after I got this pre-contract offer therefore has this confused things and it’s why I can’t access deals anymore? The funny thing is, inside my account it literally has a tab to tell me my contract is running out and ‘psst Keith your contract is running out, explore your renewal offers here’ but when I press on it, it tells me I need to rind or chat to someone? I obviously don’t really want to leave or I wouldn’t be chatting to you to try and sort this out

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Contract renewal

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