topic Re: whydo ou attempt to get me to pay more in My Account/Billing

whydo ou attempt to get me to pay more

kensul — Tue, 26 Aug 2025 15:53:27 GMT

Have just got my latest bill through for £62.90 to be paid on 2/9 when all previous bills were 30.99 a month, I have changed my package as of today to a full fibre one that is £26.99 per month so why the huge disparity ?

Re: whydo ou attempt to get me to pay more

jab1 — Tue, 26 Aug 2025 15:59:42 GMT

@kensul because that invoice will have been generated before you change of service was recorded on the system. Any overpayment will be credited on your next months invoice.

Re: whydo ou attempt to get me to pay more

Townman — Wed, 27 Aug 2025 09:18:02 GMT

The comments herein would apply where the recontract is for the same service / technology.

Where there is a change in technology - for example FTTC to FTTP, the new billing rate does not become effective until the new service is commissioned. Such detail being omitted somewhat skews the suggestion of being over billed. Any adjustments due will be addressed in the next billing cycle.

Re: whydo ou attempt to get me to pay more

Tina11192 — Thu, 28 Aug 2025 16:00:23 GMT

Thank you for taking the time to contact us on our Community Forum pages, I hope you are well.

I'm really sorry to hear of the issue with the latest bill, having reviewed the account I can confirm that the reason you have been charged a higher rate is because the contract had expired whilst the upgrade was being processed and it had not yet completed.

As the product has now been completed you will see a credit adjustment on your next invoice as a pro-rata refund.

I sincerely apologise that this has happened, I assure you this will be address on your next month's bill.