Hi all, my contract ends next month and I’ve had the renewal email through. I’m on fibre broadband only and the new price is quite a bit higher than I expected. I don’t mind staying if there’s a sensible renewal option, but I’m a bit lost with the wording in the email.
It says I can choose a new term, but then there’s a note about price changes after 12 months? Can someone explain if there’s any point renewing now, or should I just let it roll and see what happens? Cheers.
Hi MiaH87, thanks for posting. I can explain how our renewal offers usually work.
If you renew onto a new fixed term, the monthly price is fixed for the length of that contract unless we notify you of a general price change under the terms of service. Some offers may be 12-month price plans with a separate contract term, which is why the email can look a bit muddled.
If you’d like, I can talk you through the main renewal options available on your account in general terms, or you can check the offer section in your online account for the exact prices. If you want, I can also explain what happens if you let the contract go out of term.
Honestly I’d be careful. Mine went up loads when it rolled. They’ll send you the best price right before the end and then it changes again anyway. I phoned up and got a slightly better offer, but it still wasn’t as cheap as the first deal. Not trying to be negative, just saying don’t assume the renewal email is the best they can do.
That’s fair feedback, TaraB. Renewal prices can differ from introductory deals, and we don’t want to oversell them. MiaH87, if you prefer, you can compare the renewal offer with the out-of-contract price before deciding. If the email is unclear, I’m happy to clarify the wording rather than guess at the offer specifics.
Thanks both. I think what’s throwing me is it says “fixed for 12 months” but then also mentions the contract is 18 months? That seems odd.
Also, does renewing mean I keep the same router and everything, or do they try to swap it out? Mine is working fine apart from the odd drop when it rains, which I’m not sure is related.
Good question. In some cases the price lock and the contract length are not the same thing, so you might see 12 months of guaranteed pricing within an 18-month agreement. That does happen on some offers.
As for the router, renewal normally doesn’t require a hardware change if your current equipment is compatible and working. If there’s an issue with dropouts, that would usually be handled separately as a line fault rather than part of the renewal.
If you want the exact terms, the safest thing is to check the offer details in your account before accepting. This resolved my question
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