Forum Discussion

Dw_brix's avatar
Dw_brix
Joining in
20 days ago

Renewed online but no email confirmation

Hi, I’ve been trying to renew online through my account and whilst it says it’s a success and I get a reference number, I don’t get an email confirmation and the agents on the phone cannot see this renewal. If I try to renew over the phone, the price is significantly more. I don’t want to leave but nor do I want to pay full price which is increasingly looking like what is going to happen. Any ideas why the renewal is not completing?

  • I had the same issue.

    When I called to check they could see the accepted online renewal and re-sent the documents, but I didn't receive them.

    So we tried a different email address and it worked.

    I'm not sure where the problem lay, but the address that worked was a Virginmedia one, and the address that didn't work was a BT one.

    I hope that's of some help.

     

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello Dw_brix.

      Thanks for replying.

      We'd like to take a look at this renewal offer for you, It's not something we do on here. However, as you've tried to get this looked into by calling. It wouldn't be right to ask you to call again.

      If you can check the envelope top right of your screen that would be great. 
      Regards     
      Gareth_L

       

       

       

  • Hi Dw_brix 👋

    Welcome to our Community Forums and thanks for your post. 

    We're sorry to hear there's some issues with your renewal.

    Can you clarify when you renewed? 

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      Thank you. If you do a renewal online through the renewals link, it can take up to 14 days for this to be processed and pushed through. Around the 14 day mark is when you'll receive all communications in regards to the changes on your package.