topic Re: Overcharged since contract renewal in My Account/Billing

Overcharged since contract renewal

suzysoup — Sun, 21 Aug 2022 17:37:54 GMT

Hi, Were paying £33.46 monthly for fibre broadband, line rental and the evening and weekend call package. We recieved an email saying our contract was ending in a few weeks then the price would be going up considerably. It then said if renewed contract for futher 18 months straight away and clicked on the link then the price would stay the same at £33.46 for next 18 months. Just noticed on my bank statement the price for new 18 month contract is £53.25 per month so a £20 increase for no reason so must be a mistake.

Re: Overcharged since contract renewal

Alisonjohn — Sun, 21 Aug 2022 17:55:41 GMT

I’ve had exactly the same experience.
I renewed my contract 18/07/2022 and have had a conformation email confirming the new contract,however I have been billed £53.

Re: Overcharged since contract renewal

Alanb-66 — Sun, 21 Aug 2022 18:41:18 GMT

I renewed the ex wifes for her 6 weeks ago as she was in hospital, new rate was £21.60 she was charged £35,00. so I phoned up gave them the info of confirmation email. Given a refund of difference with a new contract started on that date. This didnt go through so phoned again, this time the refund actually went through. waiting for the new account to go live on 6th sept as it takes a month !!!!

But no loss of service

Re: Overcharged since contract renewal

LaurenB — Wed, 24 Aug 2022 15:51:13 GMT

Hiya @suzysoup, thank you for getting in touch. I am very sorry for the issues since re-contracting, I can see you have since also raised this via your online portal and a colleague dealing with this for you via your ticket here: https://www.plus.net/wizard/?p=view_question&id=227047971

Re: Overcharged since contract renewal

LaurenB — Wed, 24 Aug 2022 15:53:51 GMT

Hiya @Alisonjohn, it looks like you have since been in touch with our teams about this. If there's any further assistance you need, please just let me know

Re: Overcharged since contract renewal

LaurenB — Wed, 24 Aug 2022 15:56:36 GMT

Hiya @Alanb-66, I'm really sorry for the issues faced though pleased to hear you've now got this sorted

If you have any further queries at all, just let me know.