topic Re: Billing in My Account/Billing

Billing

Wazo2012 — Sat, 16 Apr 2022 07:50:41 GMT

I was led to believe I was on a fixed rate contract but my bill has increased and I can’t seem to get on online chat any ideas?

Re: Billing

jab1 — Sat, 16 Apr 2022 07:54:37 GMT

When did your contract start? Fixed rate ones haven't existed for well over a year - they are all subject to an annual RPI+3.9% increase.

Online chat was discontinued some time ago.

Re: Billing

adam945 — Mon, 18 Apr 2022 10:29:16 GMT

Good morning @Wazo2012, thanks a lot for getting in touch. It looks like your complaint is with our HLE Team, your case handler will be back in touch with you shortly.

Side note - following our annual price rise that @jab1 pointed out, bare in mind that it took place on 31/03/2022, so your first bill afterwards will cover you for the month ahead, as well as a pro rata charge @ the new price between 31/03/2022 - your bill date.

Feel free to pop any further questions you might have on the open complaint here.

Re: Billing

Townman — Tue, 19 Apr 2022 23:03:31 GMT

@Wazo2012 wrote:
I was led to believe I was on a fixed rate contract but my bill has increased and I can’t seem to get on online chat any ideas?

Contracts are fixed TERM not fixed RATE.

All promotions show a price and a duration: the prices carry a foot note marker (*) which reads...

* The price for broadband, line rental, call plans and call charges will be increased each March from 2022 by the Consumer Price Index rate of inflation published by the Office for National Statistics in January of that year plus 3.9%. Other prices, content and terms may also change during your contract. See our CPI Plus 3.9% Guide for details.