Renewal Offer via Email Queries

[adamhughesuk]

End of contract in just over a month, email renewal offer received. Looking through this forum I know I can't necessarily rely on the offer being honoured, but let's assume it will for now. My question is how do I clarify some of the details of the offer, as it's not necessarily very clear, Chat help knew nothing about it, and the wait when phoning does not fit into my day!

Although it advertises "Same Package", it clearly isn't. I'm currently on the old Ultimate Volt package, and renewal offer shows changes such as TV from Maxit TV to Mega TV (not sure if Maxit TV is just no longer an option), and removal of TNT Sports.

What's not clear are things like whether my existing 2nd 360 Mini Box is included, and Netflix, which isn't mentioned but I currently have. How, or who do I speak to to clarify these items?

Thanks

[daveeb]

Based on the experience of many others I would ring them rather than rely on the email route. You're in pole position regards negotiating, I'd wait until you are just within the month to end of contract.

[Ashleigh_C]

Hi there @adamhughesuk 

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

I am so sorry for the confusion regarding your new deal but I would be happy to hopefully add some clarity. We no longer offer Maxit TV as a channel package, Mega TV is the closest equivalent and you can find the channel list for this here. TNT is also only an add on service now, you can find packages however that included TNT and may also have credits as part of the deal to discuss further options with us you can also call to speak to the team directly on 0345 454 1111, pop us a message over WhatsApp to 07305 327 112, or you can pop us a DM to our Facebook, X or Instagram profiles. 

When you agree to a deal online you should first receive a precontract summary which will list all your services and you can check what is and what is not included with this document. 

Thank you. 

[adamhughesuk]

Thanks for the previous advice, but the frustration continues. I've now tried the online chat, WhatsApp, and phoned, and every time the advisors can't seem to tell me whether my renewal offer includes my 2nd box and Netflix like my current contract. They love telling me about losing TNTSports, which although frustrating I clearly understand and it isn't my question! I went as far as getting the pre contract documentation of the renewal offer, but no mention of 2nd box or netflix, though the email clearly shows "Same Package". The documentation even has a reference number, but none of the CS agents seem to recognise or do anything with it. Surely someone can answer my queries.....but who?!!

[Akua_A]

Sorry to hear there is still confusion around this issue @adamhughesuk To best look into this, we have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,