Replacement SIM wrongly treated as Upgrade

[JayDee7]

I accidentally blocked my SIM card half way through my 12 month SIM only contract, so I ordered a replacement over the phone. I noticed on my account that my contract has been renewed and now has another 12 months to go before it ends. I made a complaint and was told this has happened a lot, and the contract end date will be corrected in a month from now, don’t worry. Has this happened to anyone else?

[jh2025]

Update on my situation - minimum term has now been reverted back to my previous date 

[JonathanB · Accepted solution]

Hi everyone,

Just to update and reassure you, I've made some enquiries and confirmed there's a known fault being worked on matching the issue you've described. It should be fixed soon, and anyone affected will be reverted to their correct term dates again.

Thanks,
Jonathan

[JayDee7]

Just an update - I have checked my account this morning and I’m happy to see that my contract has been reverted to the original end date, only 6 months left. I hope everything is soon back to normal for everyone else affected. Thanks for your help. 🙂👌

[JonathanB]

Hi everyone,

I received word that this fault should be fixed. Please let me know if everything is correct when you login online or on the app?

Thanks,
Jonathan

[JayDee7]

Mine is still showing the contract runs until 24th September 2026 so I’m still waiting for mine to be put back to the original date of 10th March 2026. Thanks for looking into it, and letting us know it’s being looked into.

[JonathanB]

Thanks for checking @JayDee7, I was advised that the fix was happening yesterday, but I'll see if I can find out more. Hopefully just as simple as it taking time for the corrections to feed through to the online accounts.

I'll let you all know if I can find out any more, or provide any further advice.

Thanks,
Jonathan

[jh2025]

Not fixed for me yet but like you say hopefully fix in a few days 

[JayDee7]

Mine isn’t either, but I was told by the person I chatted online with in the complaints department that it would be fixed on October 28th for some reason. If it doesn’t get fixed I will have to resort to cancelling my direct debit in March when my actual 12 months is up. Hopefully it won’t come to that. 🤞🏻

[JayDee7]

Thanks, you’re a star 🙂