When your renewal date comes round, and what not to worry about
Why nothing is taken from your card automatically, what a renewal does to the settings on your devices, and the one mistake that creates a second subscription by accident.
Nothing comes out of your card by itself
There is no standing arrangement with your bank here. When your subscription reaches its end date it simply stops, and no money moves. If you want to carry on, you renew deliberately.
That is a slightly old fashioned way of doing things and we prefer it. Nobody has ever complained to us about not being charged unexpectedly.
A renewal extends, it does not replace
This is the part that reassures people most. Renewing adds time to the line you already have. Your server address stays the same, your username stays the same, your password stays the same.
That means every device in the house carries on exactly as it was. No app to reinstall, no details to retype on a remote control, no favourites to rebuild. In practice you renew, and then you notice nothing at all, which is the point.
Renew a little early rather than a little late
Whatever time is left on your current subscription is added to the new one, so renewing a few days early costs you nothing. Renewing a few days late means an evening or two where the telly does not work.
We send a reminder before the date arrives. If you have somewhere to note things down, the end date is shown on your account page as well.
Use the same email address you started with
This is the one genuine trap, and it is worth reading twice. Your subscription is linked to the email address you first ordered with. Renewing under a different address does not extend your line. It creates a brand new one, with new details, alongside the old one.
If you have changed email address since you joined, message us before you renew rather than after. Moving your subscription to a new address takes us a moment beforehand and is more awkward once a second line exists.
Did that not do it?
Tell us what you are watching on and what the screen is doing, and a person will work through the rest with you. You do not need to know the right words for any of it.
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