topic Re: My new contract and my recent bills in My Account/Billing

My new contract and my recent bills

sharon1 — Sat, 04 Feb 2023 16:22:24 GMT

HI! I'm in such a pickle with all this but I'll try and keep it simple.

I signed up for a new 24 month contract last November, upgrading to Unlimited Fibre at a special price of £23.19 a month because Openreach said they couldn't do FTTP for me. This new order kept getting held up for one reason and another and I wasn't actually upgraded until January 24 just gone.

My last 3 bills (Dec, Jan, Feb) were for varying amounts and I assumed this was pro rata stuff and discounted bits, but I'm completely confused by the details, particularly February's, tbh.

So now, looking at my dashboard, it says my contract *began in November*. Is that right, when I didn't get my FTTC until Jan 24?

Am I being stupid and missing something here? Help pliz!

Re: My new contract and my recent bills

Townman — Sat, 04 Feb 2023 17:28:01 GMT

The summary is just that, a summary.

To see what is actually happening, you need to look at the detailed charges in the bill. Where there has been a product change part way through a billing cycle, the detail will show...

Part charges for the old product refunded (change date to the end of the previous advance payment period)
Part charges for the new product (change date to the end of the previous advance payment period)
Full month in advance at the new product rate

That typical gives rise to 3 charge items per product - two debits and one credit. If there are also discounts, they will be treated in a similar manner. The summary is confusing and the detail needs a clear head!

Re: My new contract and my recent bills

thomsonmichael1 — Sat, 04 Feb 2023 18:36:11 GMT

When customer services best advise is buyer beware regarding small pas reliable rint regarding mandatory imposed 50.00price hike or alternative rip off to àvail supplier of integrityescription to find obvious better value alternative so called support you describe.

Re: My new contract and my recent bills

sharon1 — Sun, 05 Feb 2023 09:51:35 GMT

Thank you for your reply Townman - it certainly is complicated, as shown in the attachment of the bill detail I put in my question 😬

Confusing bills aside, my question still remains: why does my contract begin in the November when I wasn't connected to FTTC until January?

I hope someone can help me, thank you

Re: My new contract and my recent bills

DelT — Sun, 05 Feb 2023 11:59:18 GMT

@sharon1 Your attachment is only the bill summary, the bill detail that Townman refers to is to be found on a later page of your bill. This should show the dates to which the various charges, refunds and discounts apply.

Re: My new contract and my recent bills

sharon1 — Sun, 05 Feb 2023 13:38:46 GMT

DelT - aha, yes, I WAS being stupid!! I hadn't scrolled further down ‌‌🙄

Sigh. Thank you. (I'll ask about my contract in a new question later)