Existing Neon Customer trying to subscribe to the PayMonthly Neon extra

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keewee01

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#195409 19-Apr-2016 15:22

I am an existing NeonTV customer, and I have just upgraded my 2Degrees PayMonthly plan to one that includes Neon for the life of the plan.

I received a text from 299 (I assume 2Degrees) saying I qualify for for NEON promotional access and to text back Y if I am already signed up to Neon. I then got a code back, but when I try to use it on the NeonTV site I get an error message saying "Sorry, that code can't be used while your subscription is still active."

I checked the NeonTV help and it suggests that I need to get in touch with 2Degrees. Called 2Degrees and they told me I need to cancel my current NeonTV subscription first, then start a new subscription and enter my code as part of that!

In trying this, it seems I actually need to cancel my subscription, waiting until it actually finishes, THEN re-subscribe and enter the code. (If I cancel and then subscribe again straight away I get the same error message)

REALLY!? Is this really the correct way to do this? Seems poorly executed to me if this really is how it has to be done.

What are others experience with this? Is this really how you have to do it?

Thanks.

scottjpalmer

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#1535696 19-Apr-2016 15:28

I was wondering how well this works.

I don't have my code yet, waiting for my billing cycle date for my plan to change.

keewee01

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#1535723 19-Apr-2016 15:46

scottjpalmer: I was wondering how well this works.

I don't have my code yet, waiting for my billing cycle date for my plan to change.

As I see it from experience so far, you get your code when your 2Degrees billing ticks over, you then need to cancel your Neon subscription and wait for that to end (mine is still a few days away from ending).

Once your Neon subscription has ended then you apparently start a new subscription, entering your credit card details again, and then enter your promo code to get the Neon for the life of the plan.

scottjpalmer

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#1535729 19-Apr-2016 16:04

Ahhhh thanks. I'm just out of my 2D broadband 6 months free sub so good to go once my code arrives.

2degreesCare

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#1536297 20-Apr-2016 09:59

Hi guys,

If you are already a NEON customer and you receive a NEON code for a new customer, we can generate codes for existing customers for you, so you don't need to cancel your account or wait out your trial/On Us periods to redeem your new code.

Just give the relevant helpdesk a call on 0800 022 022 (opt 1 for Mobile if it's from a Pay Monthly plan, or opt 9 for Broadband if it's from a broadband sign up) and the team will be able to request an existing customer code for you.

If you haven't had any luck with the helpdesk, please message us the details as well as the code and your mobile number or broadband customer number, and we can follow up.

Thanks,

Ralph ^JOB

keewee01

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#1536412 20-Apr-2016 11:18

2degreesCare:

Hi guys,

If you are already a NEON customer and you receive a NEON code for a new customer, we can generate codes for existing customers for you, so you don't need to cancel your account or wait out your trial/On Us periods to redeem your new code.

Just give the relevant helpdesk a call on 0800 022 022 (opt 1 for Mobile if it's from a Pay Monthly plan, or opt 9 for Broadband if it's from a broadband sign up) and the team will be able to request an existing customer code for you.

If you haven't had any luck with the helpdesk, please message us the details as well as the code and your mobile number or broadband customer number, and we can follow up.

Thanks,

Ralph ^JOB

Thanks Ralph, I have PM'ed you.

keewee01

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#1541969 26-Apr-2016 09:56

In the end my current NeonTV expired while I was still waiting for 2Degrees marketing to sent me the correct code for continuing and existing subscription (I had selected to cancel my subscription as was suggested by their helpdesk)... So once expired, I entered the original code sent to me and it worked to continue my subscription.

Thanks for your assistance with this Ralph.