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Frequently asked questions

Simply click on the question that most interests you. Alternatively, you can scroll down to read them all. If the answer to your question is not published below, please contact Domestic & General's Internet Serviceline using this form, or by phone on 08444 810 500*.


Take up an offer

 

Renew a plan



Take up an offer - frequently asked questions

My reference number doesn't work, why? (Back to top)

There are a number of reasons your number may not be working.

Is the postcode different?

You need to use the postcode as it is written on your letter. If there is a mistake on your postcode, use the code found on your letter to enter the site. You will then be able to edit your details to amend any mistakes.

You can usually find your reference number on the top right hand corner of your letter.
The first two or three characters can be letters or numbers. The last seven are always numbers.

Have you typed a number instead of a letter ?

The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.
As a rule, the first three characters in your reference code can be letters or numbers; the rest are always numbers.

If you are unsure whether or not you are using the correct reference number, you can check in our list of most commonly confused numbers below:

If your reference is included below, please click on it for further information (will open a pop up window)


16 1D 1J 60 BOA BOE BDI
BIH BIR BRI COS COT DAI FIR
GID GIF GO HIR IT I8 MEI
MO OV OW PIL PON RDI RIS
ROB ROC ROD ROE ROF ROI ROG
ROT RNO RVO RXO SIR SOE SLI
SLO SNI STI T1 TSO VOD VOF
VOL VOK YDO YFO YIN YOC YOE
YOF YOG YZO ZLO ZO    

 

Is the space in your reference number causing a problem?

Try entering your number with and without the space.

Are you using the number from the same letter?

The reference refers to a single offer for a specific appliance. If you try to use the reference from another letter from us, it will not work.

 

Is there a discount for different methods of payment? (Back to top)

We encourage our customers to pay by Direct Debit where possible, so that we can pass on the resultant savings to keep general fee levels low. For some plans there is a discount for paying by Direct Debit. To discover if this applies to your plans, please email customercare@domesticandgeneral.com.

Will I have to pay more if I need lots of repairs? (Back to top)

We don't believe in penalising our customers just because they make use of their protection, so we don't raise our prices for people who need repairs. We want you to be able to request a repair without worrying about your fees increasing.

How can I access www.domesticandgeneral.com/buy on the web? (Back to top)

The URL www.domesticandgeneral.com/buy is the actual web address that should be typed in the browser window (and not in the search bar), as the following picture illustrates:

 

 

How do extended guarantees work? (Back to top)

An extended guarantee gives you protection after your manufacturer's guarantee ends, for example:
Extended Guarantee Diagram
If your appliance is damaged by accident during the manufacturer's guarantee period, your Domestic & General protection plan could pay for a repair. However, the exact terms and conditions of protection vary according to when you take the plan out and the appliance you are protecting.

Please note that not all plans will include protection against damage caused by accidents before the manufacturer's guarantee expires, and that it is important to check the wording of your plan document prior to requesting a repair.



Renew a plan - frequently asked questions

My reference number doesn't work, why? (Back to top)

There are a number of reasons your number may not be working.

Is the postcode different?

You need to use the postcode as it is written on your letter. If there is a mistake on your postcode, use the code found on your letter to enter the site. You will then be able to edit your details to amend any mistakes.

Are you typing zero instead of ‘o’ or one instead of ‘l’?

The first two or three characters can be letters or numbers. The last seven are always numbers.

Have you typed a number instead of a letter ?

The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.
As a rule, the first three characters in your reference code can be letters or numbers; the rest are always numbers.

Is the space in your reference number causing a problem?

Try entering your number with and without the space.

Are you using the number from the same letter?

The reference refers to a single offer for a specific appliance. If you try to use the reference from another letter from us, it will not work.

How can I access www.domesticandgeneral.com/renew on the web? (Back to top)

The URL www.domesticandgeneral.com/renew is the actual web address that should be typed in the browser window (and not in the search bar), as the following picture illustrates:

 

 


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