Forum Discussion

G4DDS's avatar
G4DDS
Well-informed
14 days ago

Contract renewed but account still says out of contract

I renewed my contract online 17th December as the renewal price was a saving of 25% (so would be silly not too take it).

I received the pre-contracts e-mail and the order e-mail (from the web team) so as far as I was aware I had nothing else to do and it would just happen. I have received my latest bill today and it is still the same old price where I was expecting it to contain partial month charges (with the next bill at the new price). Logging into my account it still says I am out of contract and offering me options to renew.

Can someone please look into what is going on and what has happened to my new contract?

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    14 days ago

    Hi G4DDS 👋

    Welcome back to our Community Forums and thanks for your post. 

    Did the pre-documents advise when your new agreement would take effect?

    • G4DDS's avatar
      G4DDS
      Well-informed
      14 days ago

      No date other than the date it was created i.e. the 17th December. The e-mail from the web team states:

      "As you've changed your package part way through your billing cycle, your next bill will feature only part of the charges for your new service. You'll pay the full amount you were quoted every month after that."

      From this I assumed the change had happened on the 17th December.

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team
        14 days ago

        I will pop you a PM to look into this. 

        Thanks