topic Re: Incorrect billing after contract renewal in My Account/Billing

Incorrect billing after contract renewal

dawnandsam — Sun, 03 Aug 2025 16:36:05 GMT

Hi, my contract renewed on 1st August at £25.99 per month, however I noticed that my August bill is for £43.27. This is clearly wrong, please could you review and check what the issue is? Thanks

Re: Incorrect billing after contract renewal

Townman — Sun, 03 Aug 2025 21:58:12 GMT

When was your previous contract ending and when did you renew it?

The renewal was probably not sufficiently early to avoid in advance billing at the out of contract rate. This should be corrected on the next billing cycle.

See here: https://community.plus.net/t5/My-Account-Billing/Charged-out-of-contract-price-while-still-in-contract/m-p/2015814#M74019

Re: Incorrect billing after contract renewal

dawnandsam — Mon, 04 Aug 2025 09:20:16 GMT

Old contract was ending 1st Sep, early renewed with new contract starting 1st Aug. Definitely not out of contract.

Re: Incorrect billing after contract renewal

Townman — Mon, 04 Aug 2025 09:45:54 GMT

Oh, there is a different issue which can arise - discounts ceasing one month early. I believe it is something to do with the way the order was processed on commencement. Did you make this contract on-line or over the telephone?

@Gandalf - is this one for the revenue team?

Re: Incorrect billing after contract renewal

dawnandsam — Mon, 04 Aug 2025 13:34:57 GMT

This was done online, my account is showing the correct new contract but the bill is not.

Re: Incorrect billing after contract renewal

Gandalf — Mon, 04 Aug 2025 15:57:46 GMT

I've sorted this and I've dropped you an email, thanks for flagging and sorry for the inconvenience.

Re: Incorrect billing after contract renewal

dawnandsam — Mon, 04 Aug 2025 18:55:29 GMT

Thanks Gandalf. I got your email. Just want to check, I should be on the new contract from 1st Aug for £25.99 a month, but the credit would take me back to the old contract amount. Is this right? The overcharged bill is for the 1st - 31st August. Thanks

Re: Incorrect billing after contract renewal

Gandalf — Mon, 04 Aug 2025 21:16:30 GMT

Yeah that's right