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new
Aspiring Expert
349 Views
Message 1 of 9

Confirmation email

I have just agreed to extend my broadband package for another 18 months, on my existing terms.

I have received an email from the BT representative but not a formal email with dates and conditions. Does it matter?

MyBT tells me my discount is endingbut I think perhaps it hasn't updated yet.

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8 REPLIES 8
Moderator
Moderator
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Message 2 of 9

Re: Confirmation email

Hi @new welcome to the community and thanks for posting, I'm sorry you haven't received an order confirmation email after agreeing on an new contract.

If you login to the track my order section of MyBT it should show in there. Post back and let me know how you get on.

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conrad
Recognised Expert
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Message 3 of 9

Re: Confirmation email

@NeilO  The order tracking will give the contract length and start date. It doesn't show any monthly costs which are disclosed in the order confirmation email which is of course missing in this case. It also doesn't show an anytime calls add on either from personal experience.

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Moderator
Moderator
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Message 4 of 9

Re: Confirmation email

@conrad it will, however, indicate if the order was placed or not. 

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new
Aspiring Expert
298 Views
Message 5 of 9

Re: Confirmation email

Thanks NeilO it shows order placed 8th October and Order Complete, it also shows - status unchanged. 18 month contract. But when I log on it still shows Your discount is ending soon renew now ---.

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new
Aspiring Expert
260 Views
Message 6 of 9

Re: Confirmation email

And as yet no confirmation email.

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new
Aspiring Expert
221 Views
Message 7 of 9

Re: Confirmation email

Even more update. MyBt is still showing Discount Ending soon even though I have just renewed for 18 months although I still haven't received an email confirmation.

However when I check my options it shows an option to upgrade from Superfast 1 to Superfast 2 on a 24 month contract. The strange thing is it shows me the monthly cost, but also says the monthly costs at and of contract, which is £34 at the end of my Superfast 1 contract, but only £18 at the end of my Superfast 2 offer? Is this strange? I think perhaps not so strange, I think BT have just made a mistake with the end of contract price for the Superfast 2 offer. Good job I didn't click to accept it, I am sure they would have soon realised their mistake.

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new
Aspiring Expert
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Message 8 of 9

Re: Confirmation email

Pity that comparison between Superfast 1 and 2 which is still on My BT and shows an end of contract price for 2 at £18 plus line rental wasn't enforceable .

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conrad
Recognised Expert
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Message 9 of 9

Re: Confirmation email

Ring Customer Retentions  on 0800 800 030  and tell them you haven't received the confirmation email - they may be able to send it and in doing so MyBT should update. If nothing happens then @NeilO  should be able to help further.

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