topic Old to New Contract billing askew! in My Account/Billing

Old to New Contract billing askew!

plusmouse — Thu, 10 Oct 2024 12:09:15 GMT

Just a query about still being on my current contract and moving over to Full Fibre as of Monday next week (14th October) when I have an Openreach engineer visiting to do my ONT box fitting.

Ok, so here is what my billing page states:

10th August to 9th Sept - 28.05p Correct amount

10th September to 9th Oct - £32.75p (not sure why this jumped up as I am still inside my current contract which ends on the 14th?)

10th October to 9th November - £51.54p (This email came though today so is possibly the cross over advance bill into my new contract from my old one?)

Can this be checked and explained in the pro-rata language that always confuses me please?

Thanks.

Re: Old to New Contract billing askew!

bmc — Thu, 10 Oct 2024 12:52:28 GMT

@plusmouse

If you log into your PN Members page you can view your bills. This allows you to see what's actually been charged.

I suspect there's an error somewhere. Unfortunately this appears quite common with changes of contract. You'll not get PN staff to discuss it on here (confidentiality) and it may be a while before one pickes up this thread to have a look.

Usually bills will sort themselves out the following month but itmight be worth a phone call to support.

Brian

Re: Old to New Contract billing askew!

plusmouse — Thu, 10 Oct 2024 13:32:00 GMT

Hey bmc - By `Members Page` do you mean log into my account? Sorry if they are one and the same thing but wasn`t sure.

Having logged into my PN account, those are the last three billing amounts shown. The largest running into next month, when I will be on my new contract for FTTP. Strangely enough, my `accounts` page doesn`t mention the start date for my FTTP just that my old contract is still ongoing. Hence my head scratching in regards to the jump from £28.05p to £32.75p when I my current contract was still in payment when that amount went up for no reason.

As you say though, the billing can go rather riotous when ending/beginning a new run from one contract to another. Just wish it was just the once though between old and new pro-rata changes rather than before the old contract comes to an end.

Re: Old to New Contract billing askew!

bmc — Thu, 10 Oct 2024 13:52:53 GMT

@plusmouse

The bills are generated in advance so won't know about your new contract - hence sorting themselves out the following month.

Brian

Re: Old to New Contract billing askew!

plusmouse — Thu, 10 Oct 2024 14:45:45 GMT

Thanks @bmc , understood.

I`ve had a look at the OFCOM email offer I was sent which prompted my recontract for FTTP. And in that email it mentioned that my payments would go from £28.05p to £51.54p a month (because I would then be Out of Contract). So that part was transparent. I then called PN and agreed my FTTP contract re-the OFCOM offer price.

It`s the jump to £32.75p from £28.05p during my `current` contract I`m bemused with as it shouldn`t have risen at all until after October 14th. So that `small rise` before my current contract ends isn`t clear yet but until someone can explain it, I can`t figure it out, but I`m sure there`s an explanation somewhere out there!

Re: Old to New Contract billing askew!

SammyM — Fri, 11 Oct 2024 09:37:31 GMT

Hiya @plusmouse

Cheers for getting in touch and I'm sorry for the bill being higher than expected. I have looked into this and sent you a explanation via ticket here and an email copy.

We will keep you posted.