topic Re: Switched to FTTP in August but bills don't reflect this in My Account/Billing

Switched to FTTP in August but bills don't reflect this

mdh2 — Wed, 26 Oct 2022 09:07:09 GMT

I switched to FTTP in August. When I log into the customer portal, I get the following:

An error has occurred

You can't change your products for the moment, you already have a product change in progress.

Every bill I have received since still refers to Line Rental, Voicemail, etc, which I clearly don't have given there is no phone line.

I believe the amount being billed is correct, but given the components of the bill are incorrect, it's a little hard to tell

Can this be rectified, please?

Re: Switched to FTTP in August but bills don't reflect this

Gandalf — Wed, 26 Oct 2022 16:20:54 GMT

Hi @mdh2,

I'm really sorry to see we've been charging you for your copper service after your full fibre order completed.

I've now completed your full fibre order in our systems, backdating the contract to when it was installed.

I've also refunded the subscription charges you've paid for a service you haven't had since the full fibre installation, so you should see some monies go back into your bank account within the next 14 days.

I hope this helps but feel free to get back to me if you have further queries.