Disney + free for 12 months

[Ashleigh3]

I recently bought a new 12 month sim only contract and free Disney+ For 12 months was an optional extra which I obviously used. I already had a disney+ account so added the extra and it worked great, it’s been 3 months and now as the Disney+ subscriptions have just renewed so has this, so now it has switched me back to paying when I only got 3 months use out of the 12 months free I was supposed to get, can anyone explain?

[MI5 · Accepted solution]

@Ashleigh3 

You can't stack the offers unfortunately.

Your subscription would have ended in line with the previous offer and as 3 months have passed, it may be too late to reset it now.

You could try calling customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.