I urge you to get in touch with them as soon as possible - I too renewed my contract through my account (which gave me a great offer) and having noticed it's still not active, I got in touch to be told I didn't have a new contract with them and they wouldn't honour the price they gave me and I accepted.
I have an order confirmation E-Mail and pre contract documents with the offer on, yet they insist I don't have an order with them, would I like a different (worse) offer. They are just ignoring these documents, so unfortunately it looks like I'm going to have to go through the complaints process to find out why they are choosing to renege on a contract offer. The latest is that I must have selected a new customer deal which I'm not eligible for (clearly it's not a new customer offer, it was done through the renew contract link in my account and doesn't match any of their new customer deals anyway). I'm pretty fed up of the gaslighting by support to be honest.
I struggle to accept that the online support can't see if you've initiated a renewal; that seems ridiculous as they're trying to get me to sign up to another contract, despite apparently having already had one?? Hopefully there's some truth in the above reply and I'll magically get what I was offered in another week and a half's time. However, I'm not sure what the accepting terms step refers to - there's no instruction in the E-Mail to do that, it just says make sure you're happy with them. I thought I'd accepted the terms with the checkboxes in the renewal form on the website in my account area?
Good luck, I hope you have better luck than me.