Forum Discussion

Keith38's avatar
Keith38
Just joined
15 hours ago

Contract renewal

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! 

5 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    5 hours ago

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

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    6 hours ago

    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?

    • Keith38's avatar
      Keith38
      Just joined
      5 hours ago

      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's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        3 hours ago

        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? 

        Its up to you if you wish to leave to take the renewal price.