Forum Discussion

DaleW's avatar
DaleW
Joining in
2 months ago

Your contract has expired - Explore your renewal deal (really?!)

I see this on my account:

After clicking on "Explore your renewal deal" I receive an email with the following:

"As you've changed your package part way through your billing cycle, your next bill will feature only part of the charges for your new service. You'll pay the full amount you were quoted every month after that."

Is this a case of left-hand doesn't know what the right hand is doing? 

Has my contract expired? Clearly because I'm invited to renew. Now where do I stand?

  • Tom_W1's avatar
    Tom_W1
    Forum Team
    2 months ago

    Hi DaleW thanks for your post although we're sorry to hear of your concerns raised here.

    When we mention billing cycle, this doesn't mean your contract. If for example, your billing cycle is from the 1st - 31st of the month, and you've changed today (25th), then your bill will be pro-rata'd for 1st-24th at your old rate, and then 25th - 31st at your new rate if that makes sense.

    However I'm happy to look into it further to reassure you. I'm going to send you a PM so please respond directly when you can 😊

    Many thanks

    • DaleW's avatar
      DaleW
      Joining in
      2 months ago

      There is no implied date of contract renewal. The usual assumption would be that its at the end of the current billing cycle. Why make things more complicated for all concerned and change it mid cycle.

      Curious logic which never crossed my mind.