Forum Discussion

clarkee1's avatar
clarkee1
Joining in
21 days ago

Moved house and transferred my services, why do I now have a new 18 month contract?

Hi,

I've recently moved house and after several online chats I have now managed to transfer my services over to the new house.

I didn't make any changes to my package or contract so should still be on the same contract.

Logging in online, I can see that I have been put onto a new 18 month contract which is much more expensive. I DID NOT agree to this new contract at any point. I was told my old contract would be transferred over to the new house.

Have tried talking about the issue with online chat which was completely useless, so I'm hoping someone here will be able to help.

Thanks

  • Molly_T's avatar
    Molly_T
    Forum Team
    21 days ago

    Hi clarkee1 👋 Welcome to the community forum!

    Sorry to hear these concerns about your package length following the move to a new address!

    We'd need to take a look at the account to investigate what's happened, and help get it sorted. I will send you a PM to confirm a few details and offer some help with this. You can find the PM in your Inbox 📩 in the top right corner of the page. We can then return to this public thread with another update when possible.

    Thanks for your patience in the meantime! 🌞

  • Molly_T's avatar
    Molly_T
    Forum Team
    20 days ago

    Hi All 👋 Just returning to keep this public thread updated. 

    Thanks to Clarkee1 for PMing with me 📩 I was able to confirm the details needed to take a look at the contract dates and price, and help get the complaint sorted. Happy to report it's now all been resolved with the billing sorted. 

    Hopefully there are no further issues 🤞, but you can reach back out if needed. Wishing you all the best!