This topic

Package regrade

BigGRB — Tue, 24 Sep 2024 15:23:36 GMT

Need help to try and resolve this issue. My contract expired in August and I re-contracted with an upgrade to FF500 and to cease the digital phone. The BB was upgraded but the phone was not discontinued but I was charged an additional £3 a month. I was put in touch with Customer loyalty, and we agreed a re-contract minus hybrid hub and digital phone, order stuck in pending. Called back, the order was cancelled and re-contracted FF500 with complete Wi-Fi and cease Digital phone, 24 month package agreed with first three months free then 21 months @ 49.99 order stuck on pending. Just called back and spoke to an advisor, who after a long long wait came back and told me basically they don't know why the order won't go through but, I can't down grade my existing package. The only way to downgrade my existing package (FF50 with Halo3+) is to cancel my contract and come back as a new customer, which will mean loosing my broadband for 2 weeks. Surely this can't be right. Can someone try and unravel this please

Re: Package regrade

Katie_B — Thu, 26 Sep 2024 10:18:38 GMT

Hi @BigGRB.

Thanks for coming here.

I would recommend giving us a call and having another conversation with our loyalty team.

The team should be able to provide you with all your options.

Katie

Re: Package regrade

imjolly — Thu, 26 Sep 2024 10:35:19 GMT

try phoning retentions 08007831401 and see if they can help sort it out for you

Re: Package regrade

BigGRB — Thu, 26 Sep 2024 13:25:01 GMT

Thanks for that, however, I can't access the Loyalty team directly and can't get past the 'first layer' of advisors?

Re: Package regrade

BigGRB — Thu, 26 Sep 2024 13:25:58 GMT

Thanks for that 👍