Bit fed up tbh. I rang up yesterday because my broadband is going up again and I said I might cancel. The chap on the phone said he could do a loyalty discount and bring it down to £29.99. He took me through a few questions, said it was all sorted, then I got an email this morning and it’s still showing the full price. Has anyone had this before? I’ve been with Nexora years and I don’t want to spend another hour on hold if they’re just going to fob me off.
Hi MiaH87, sorry about that. If a loyalty discount was offered it should normally show on the account once processed, but sometimes the confirmation email can arrive before the change fully updates. I can’t access accounts here, but if you send a DM to the forum team with your account postcode and the date/time of the call, we can check whether the order went through or if it needs re-submitting. If you’re under contract, we can also confirm whether the price change was a renewal offer or a save offer.
I had something similar last month. Mine was a mobile plan though. They said it had been 'agreed' but then it took 3 working days to show. Not ideal but it did eventually appear. Might be worth checking the date on the email too, as mine had the old monthly cost buried in the small print.
Thanks Sam. I do have the email but it’s just the generic one saying my package is changing, nothing about the discount. The lad on the phone definitely said £29.99 and that I didn't need to do anything else. Do I need to ring cancellations again? I really don't want them putting me through another script if they can't actually match what was said.
Jumping in here. MiaH87, if the offer was made on a save call, the agent should have emailed a summary. If you didn’t get a clear discount confirmation, the safest thing is to treat it as unconfirmed until we check. Please don’t cancel anything yet. I can escalate this for review, but I’ll need the account postcode and the approximate call time in a private message. If the offer was missed, we’ll correct it or explain the position clearly. This is not me promising a specific price, just making sure the call is checked properly.
Worth asking them to note down the agent name too if you can remember it. Retention deals sometimes get messy when there’s no reference. I’d also avoid agreeing to anything new until the old one’s been checked, otherwise it gets even more confusing.
Right, I’ll DM the details. Slightly annoying that I’ve got to prove what was said but fair enough. If they can’t match it, am I stuck on the higher price or can I still cancel without a fee? I’m 4 months into a 12 month contract, broadband only.
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