Help wante- Got my pre Contract documents but nothing else.

[timypeg]

Hello, 

Last week I was able to upgrade my package or so I thought, im guessing this is becuase my contract is coming to the end in the middle of April. Anyhow I mangaged to reducde my monthly bill and get Gig1 internet plus, all tv channels for £32 . This seemed too good but I proceeded anyhow. Got my pre contract documents from email and then nothing else. 

When I go into my account and select orders & appointments it says I have no orders pending etc. However when I click upgrade my package, it says my order is on the way so cant add anything else at this time. 

Anyone had experience with this or can give me guidance on how to proceed? 

[Kath_F · Accepted solution]

Hi timypeg, 

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 sorry to hear your renewals hasn't gone through yet. When you make changes to your package online, the order goes to a back office team who then process it. This can take up to 14 days to process. Once processed, you'll receive another email confirming the changes and your new contract. 

If 14 days pass and you've still not received anything, pop back to us here so we can then help chase this further. 

Many thanks,