Forum Discussion

JMK31's avatar
JMK31
Joining in
24 days ago

Renewal Issue

More than three weeks have passed since I accepted a new offer on my account and the pre contract was e mailed to me.  I called Customer Service on 8 March as I had received numerous duplicate contracts and was told verbally that only one was applicable and that it would take effect within 14 days and my Hub 5 would be despatched.  Since then there has been a communication blackout, other than my latest bill (which includes the increase which I was trying to avoid by renewing).  No acknowledgment, no confirmation, no update in my account (still says Renew your Contract - pick your offer) and no new equipment.  Package is staying the same.  Can someone please advise where I now stand, given that we only get 14 days cooling off.  It is so difficult to get hold of a human and the online help just sends you around in circles.   Many thanks.  

renewal problems

1 Reply

Sort By
  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    24 days ago

    Hi JMK31 👋 welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about a recent package change, and your experience trying to get some support. 

    We'd need to take a closer look at your account to see what's happening and offer further support, so I will send you a PM to confirm a few details and investigate. 

    You can find this 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! 🌞