Online renewal difficulties / confusion

Question

Hi thereI see a few people have had some issues with the online renewal thing. I think I'm one of them.&nbsp;I am out of contract 23/Dec I believe. I'm on what was the Ultimate Volt package with sky &amp; tnt sports, cinema, additional box, all calls, 1gig broadband, Netflix etcI renewed online 23/Nov at an acceptable price of £69.63 and received a confirmation email with an order number.The details appeared to be mostly correct in terms of speed, all channels, but there was no explicit mention of the additional box we have.I received a new bill yesterday showing an increase to full price, which was obviously of some concern.This morning I've had the most confusing online conversation with an agent. In fairness, I think they were just following a script for account changes but the conversation was being driven back to offering me a different (lesser yet more expensive) package rather than answering my initial and repeated query.They mentioned twice that anything online had a 14 day activation period but I struggled to get clarity thatThe bill would be revised correctly once that has elapsedThe renewal package is in fact the same as my previous packageIn the end I gave up and thanked her for her time as I think there was some confusion about the issues as she said the package she'd offered was the best she could do.I was wondering if any staff here could provide insight.Obviously I've not included any personal details but can provide via private message if required.Best wishesDavid

Robert_P · Answer

Hello davidl500
&nbsp;
Sorry to hear of the confusion around your recent renewal and bill. You can view your package and cost here, you will also receive a bill each month. The bill will include any promotional discounts currently on the account, they're value and the date they're due to expire outlining the package cost after they end. These can be viewed here.
&nbsp;
There can be a delay with renewals being applied, particularly if they are offered via your online account or email, were you provided a date for this to be added?

davidl500 · Answer

Hi Robert,Many thanks for your reply.&nbsp;Looking on my account, it still shows that the contract is set to expire so it's still showing the old details.&nbsp;I didn't get a date the online renewal would be applied (I presumed at expiry of current term), though received the confirmation email - this included an order number (can share via PM if helpful).It shows the expiry for the renewed 18m deal as May 2026 so I would guess this suggests it will be applied this month - Nov 2024.I'm just really keen to check if the renewal is in fact accepted and that it is as I believed, particularly as my current account page doesn't give any indication that it is, if that makes sense?I'm less concerned about how long it takes, providing I know that things are in progress and it's a renewal of my current terms / channels / boxes / etc.Best wishes,David

David_Bn · Answer

Thanks for coming back to us davidl500&nbsp;
We would need to advise that renewals via our online portal can take up to 14 days to process and complete.
Once this comes into play, any dates in which you've been charged at a higher rate would be refunded back to you.
If the expiration date of May 2026 is currently showing, it would suggest that the renewal has been recognised and is pending.
Thanks
David_Bn

Derek918 · Answer

Hi Davidl500, you say "all channels" at £ 69.63 is tnt sports included in that? Seems a very good offer if so. Good luck.

jpeg1 · Answer

According to several reports on here, TNT Sports has been removed from renewals and charged as an extra.

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Online renewal difficulties / confusion

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