Forum Discussion

keithh123's avatar
keithh123
Up to speed
1 day ago

Contracted service change hasn't happened

I'm due to start a new contract today. I'm changing from M125+TV+phone to M250 only. The change was agreed on 07/12/2025 but is due to take effect today due to the 30-day notice period. The new contract is still showing on my online account dated today, but the online account is still showing my old services - it actually says the old contract ends today, but the new one is supposed to start today!

Although the phone is dead (not very unusual - might start working again), the TV is still working and my broadband speed is still M125. I've tried rebooting the router twice (7am and 1pm). Max traffic rates 143750047 and 22000047.

Please could someone look into this?

contract
renewal

2 Replies

  • Rebecca_CI's avatar
    Rebecca_CI
    Icon for Forum Team rankForum Team
    1 day ago

    Hi keithh123,

     

    We’re so sorry your new bundle package hasn’t gone live as expected—we understand how disappointing this must be, especially after being told it would happen on 7th January.

     

     We’re here to get to the bottom of this for you! To resolve it, we’ll need to access your account and confirm a few security details.

     

     One of our agents will send you a private message, so please keep an eye out for that. Once that’s done, we’ll be on our way to fixing this for you as quickly as possible. 

     

    Thank you for your patience—we’ve got you covered!"

     

    • keithh123's avatar
      keithh123
      Up to speed
      2 hours ago

      Thank you for your reply. Although I didn’t receive a PM the change has happened at some time today, so this seems to have resolved albeit a day late.

      I haven’t yet received the packaging to return my TV box. I would therefore still appreciate a message to sort that out please.