Forum Discussion

Anaspana1370's avatar
Anaspana1370
Tuning in
4 days ago

Renewal not happened

So I renewed my bundle on 26th of April. Got the tv remote and upgraded. All very lovely until I discover the bill hasn’t changed. 
Tried calling but got a lovely young lady who had no idea and just told me to wait until the boxes arrived (I’m not waiting for any boxes) Then dropped me through to “collections” (I don’t owe anything) and then after queuing I got cut off. 
I am hoping someone on here can help. The web chat keeps freezing and I really want the money refunded and my bill changed to what it should be going forward. 

incorrect bill
renewal problems

2 Replies

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  • japitts's avatar
    japitts
    Very Insightful Person
    4 days ago

    Your new TV remote sounds very much like a migration from TiVo/V6 > TV360 and has absolutely no bearing on your contract whatsoever. The CS agent has taken the opportunity to offer you a conversion alongside whatever account changes have been made.

    On the specifics of your bundle, did you receive the updated contract PDF a day or so later? If you've never received that, I'd be minded to suggest that the re-contract bundle has not been touched and your pre-existing contract is still in-place.

    If you did receive it, but your bill doesn't reflect the new bundle, that's a different question.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 days ago

    Hi Anaspana1370 

    Thanks for posting and welcome back to the community. Sorry to hear of the re-contract issue.

    Normally, if the re-contract is in the same order as new equipment, in this case the 360 conversion, then as soon as that order completes, the package will change.

    I'll send you a PM now and we can discuss this further.

    Best wishes.