Moving home

[Mrdingleung]

My current contract runs until October, and the monthly fee is £24 per month.

Earlier this month, I applied online for the July 27th move and chose to keep the existing monthly fee plan.

But I couldn't connect to the Internet at the new place today, so I contacted you, and you helped me complete the move during the conversation, but then I got an email saying my contract was automatically renewed for 18 months, and it became £51.

During my contract period, will moving cancel my preferential monthly fee and renew my contract at the regular rate?

What is the reason for this?

[Jodi_S]

Hi Mrdingleung,

A warm welcome and thanks for posting on our community forum. We're sorry to hear that since you have relocated address you have been given a new contract and price.

When you move address, in order to have the services, we have to create a new deal on your new account. This is why you have received a new contract for 18 months at £51 per month.

However, as you had 3 months remaining on your old contract at £24, we generally honour this deal for you. 

Once this deal has ended, you will then be charged the standard rate of the package.

Kind regards Jodi. 

[Mrdingleung]

Thank you for your response.

I just confirm, if the contract is still £24 until October? Upon completion of the contract period, it will become a no contract, and the monthly fee will be £51?

[Jodi_S]

Thanks for coming back to us Mrdingleung,

That is correct, if you have negotiated a new deal with our team before you moved address for £24, this will remain for the 18 month term. If you wish to go on a rolling 30 days contract when your original contract ends October you will pay £51 per month.

You will need to contact our team in October so we can look at your deal and make sure we change the term length. 

Kind regards Jodi.