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