Contract incorrect

[Josh111]

Hi I thought i was coming to the end of my contract and i had got an 18 month contract at my previous address. Notified of a move and it seems the 18 month contract started again but the service package stayed the same  but it says I can’t exit the contract for another 7 months charging me double what I was paying. How can it be right that the contract re started but the deal didn’t?

[Matthew_ML]

Hey Josh111, thank you for reaching out and I am sorry to hear this.

When you move house unless you changed anything like did a renewal or change the package for example you wouldn't of been put into a new contract.

The old contract would of just carried on with the same term time. 

[Josh111]

Hi nothing changed, I didn't ask for a renewal and my package hasn't changed, but has been extended and for the 6 months of the contract I'm expected to pay double? 

[Matthew_ML]

Like anything discounts only last for so long, and they can expire if the discounts have ended this might just be part of the original term.

Can I confirm if you got new paperwork with a new date on it? 

We also wouldn't extend contracts for 6 months it would be at least 18 months. Cheers 

[Josh111]

Hi, I have my original contract with my old address and my new one with my new address.

[Matthew_ML]

Okay no problem and what do these state?

Do they state different dates to what are showing on our side or are they the same dates? 

[Josh111]

The original contract states that it ends on the 22nd March 24 and the one when I moved says the 16th of September 24

[Reece_MH · Accepted solution]

Hi Josh111 👋

I'm sorry to hear about the confusion in regards to moving your services. You will have received a new contract because we allow our customers to amend their package, or remain at the same price when moving home. It is also updated to reflect your new address with us as we will cancel the services associated with your old one.

In addition, you are also assigned a new account number as it will contain all of the information we need to get the service setup at your new address. Rest assured, your contract and pricing will be manually amended by our Home Movers Team to the original price and end date, if there have been any changes whilst getting you set up at your new address.

You'll receive a revised contract showing the correct information within 14 days of your move. If you don't receive this after this time or, you still notice a longer contract term or a different price, let us know and we can assist in amending things for you here.

Thanks,