Contract renewal issues

[bangindjdave]

Hoping I can get some advice re renewal.

I've been quoted a jump from £39 to £74 for my TV (mixit), Broadband (M250) and phone package. Renewals line could only offer a price of £54, but when I click into the Black Friday package upgrade options, it seems I could renew with an upgrade to M350 for just over £44?? The pricing just seems to be all over the place.

I was hoping to request a 360 TV box upgrade too, but there seems to be no easy way to do this, especially if I click through on the black Friday ooffer. I'm running an older hub on an aftermarket mesh system due to its poor WiFi so an upgrade to the new hub would also be good, but again, I can't see anyway to request this as part of an on line renewal.

Any help would be great.

[japitts · Accepted solution]

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@bangindjdave wrote:

I've been quoted a jump from £39 to £74

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Do you mean that you have a £74/month package with a £35 discount? If so, that's 48% off - quite good going. £54 (with discounts) for the same bundle doesn't strike me as unreasonable.

The TV360 conversion can be requested via CS. Broadband's not my speciality, but I suspect you're unlikely to get serviceable equipment replaced unless there's a need to do so.

[bangindjdave]

Hi there.

I've been on the same bundle for 3 years now, starting out paying (I think) about £35 p/m as a new customer. And renewing at £39 p/m 18 months ago. So it was a shock to see my costs go up to £74  especially given that a new customer is getting exactly the same package for £32 p/m. 

Retentions team managed to get my price down to £46 p/m, but there seems to be a black Friday 'upgrade' offer that would get me on to the M350 package for just shy of £45 p/m. Its pretty unclear if that constitutes the acceptance of a new contract, or an upgrade to my existing one that ends tomorrow, so time will tell! 

[japitts]

It would be wise to assume any discounted offer will come with a new 18month minimum term.

[Kath_F]

Hi bangindjdave,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're really sorry to hear you feel this way. When you join us as a new customer or recontract as an existing customer, you will usually be on a welcome/promotional offer. When this offer ends, you'll usually revert to the standard package price for the bundle.

The cost of this will be listed on your contract and the end date of the discounts will be listed on each bill. We also send out an End Of Contact Notification to all our customers before their contract comes to an end highlighting the new package price and also any offers that may be of interest. You can view more about your billing here.

Although 'new customer' offers may not always be available to existing customers, that doesn't mean that you miss out once you've joined us. We often have offers and special deals on our services, or one-off promotions to make sure you carry on getting the value you'd expect. I can see you've spoken to the team who have offered a new promotion and you should be aware, this would be a new 18 month minimum term. 

If you would like to accept the deal, you can do this by speaking with the team. Please feel free to call on 150 / 0345 454 1111 or pop us a message on WhatsApp on 07305327112. 

Let us know how you get on. 

Thanks,