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Contract renewal woes

Joining in

My current contract runs out on the 31st may and as I'm away on holiday for the next three weeks I thought I'd get on to it and try and renew the package, I made contact through WhatsApp and after a couple of goes with been offered deals I didn't want I thought I managed to renew for what I wanted. I'm on M250 and Anytime call plan and was quoted £47 which I agreed. Now I keep been sent a contract stating £53, I've gone through WhatsApp again and spoke to someone who said this...

Thanks for the wait time Jonathan. As per the account check I can see that the new deal was agreed on 1st May and the new deal includes,

M250 Broadband 

Anytime chatter 

As the price was not agreed for 53 pounds, I will go ahead and update the details with my manager and will raise a rolling credit request and make sure that your price will be 47 pounds for the whole 18 months contract.

Great I thought it's sorted, nope another contract appears stating £53 again, no mention of any discount applied to it. I messaged again and explained my issue and was told this 


Hi Jonathan, I understand that you want to discuss about package. Sorry for the inconvenience and wait time, I completely understand how important it is to you. 

Thank you for clearing the security on the automated system. 

the contract started on 01-05-2024 and ends on 31-10-2025.

the monthly bills are 47 pounds , it will not be 53 pounds , rest assured. the monthly credit of 6 pounds is been applied to the account. not to worry , this is now been taken care of..


I was told they would be an new contract sent within 1 hour, well nothing has arrived and I'm still no wiser if I am going to be charged £53 or £47. My online account states my current bill is £47.70? And I did see something say £6cr but that has disappeared off the online account. 


I just want to see in plain English something stating £47 for the whole 18 months contract as all I see is I'm paying £53. I've tried phoning and got no where, and I'm getting tired of WhatsApp message and going round in circles there. I'm getting very close to just cancelling and trying a different provider. I'm just very confused and unsure of what I'm actually going to pay 


Forum Team
Forum Team

Hi there @Webmonkeyuk 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you so much again for your post. I would be more than happy to check the account on our side with you via a private message so we can see what has happened here. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Joining in

Thanks for getting back to me, I've sent a PM back 

Forum Team
Forum Team

Hi again @Webmonkeyuk 

Thank you so much for chatting with me and I am glad we have been able to resolve this. 

If you do need anything again in the future then we will be more than happy to do all we can to help, just pop back to the forums at any time.