topic Re: Problem With First Bill in My Account/Billing

Problem With First Bill

DerekW — Thu, 13 Nov 2025 12:41:31 GMT

OK, have just got my first bill since starting Full Fibre 900

Why do you make it so confusing to understand?

I was expecting to pay just £36.99 a month yet my bill is for £42.89

Also why are there two entries for on my bill for the Full Fibre 900? - see attachment.

Like I said I am somewhat confused and would like some clarification please.

Also please make your bills easier to understand.

Re: Problem With First Bill

MisterW — Thu, 13 Nov 2025 13:03:54 GMT

@DerekW Ok so it looks like your normal billing date is the 13th of the month and your FF was installed on the 14th Oct, is that correct ?

Now bearing in mind that you pay monthly in advance, the bill represents the period 14/10 to 12/12.

It has a credit for your advance payment for Unlimited fibre extra for 14/10 to 12/11 (with adjustments for any previous discounts), then a proportional charge for FF for the same period (with discount adjustments) and a charge for FF from 13/11 to 12/12 (with discount adjustments) . It all looks correct to me with the ongoing discount being £11 which with the standard £47.99 would give an ougoing monthly charge of £36.99.

Re: Problem With First Bill

DerekW — Thu, 13 Nov 2025 13:12:36 GMT

@MisterW Thanks for trying to explain but I am still confused 🤣

Re: Problem With First Bill

MisterW — Thu, 13 Nov 2025 13:52:26 GMT

@DerekW So are you still confused why the total bill is greater than £36.99 ?

Look at it this way, the bill represents almost 2 months ( 14/10 to 12/12 ) for FF900, at the discounted price that would be almost £73.98 , its actually £72.88 since one day (13/10) was the old product. You had previously paid £29.99 for the period up to 13/11 so that leaves £42.89 left to pay.

Re: Problem With First Bill

DerekW — Thu, 13 Nov 2025 14:00:51 GMT

@MisterW That makes it slightly easier to understand 😋

Now my question is why am I paying anything at all?

I am due some compensation for all the delays I experienced and asked that it be applied to my bill, by my reconning those 30 days should be up? (14/10 - 13/11)

Re: Problem With First Bill

MisterW — Thu, 13 Nov 2025 14:09:16 GMT

@DerekW Now that's a completely different question!

As you say, any compensation for delayed install should be applied within 30 days (but is that 'working' days?) of the install being completed. It could just be that the bill was generated just before any compensation was applied to the account, in which case it will be on next months bill.

I'm afraid we'll need a staff member to check what's happening with any compensation, I don't have any access to individual accounts. Hopefully they'll be along shortly...

Re: Problem With First Bill

DerekW — Thu, 13 Nov 2025 14:14:33 GMT

@MisterW I have already been informed of how much compensation is due, £162.24

I had though it would have bee applied to my account, I guess I am going to have to wait until my next bill

Re: Problem With First Bill

MisterW — Thu, 13 Nov 2025 14:21:15 GMT

@DerekW since you've actually been notified of the amount, then I guess it just wasn't applied in time for the bill. AFAIK the billing run is a day or two prior to the actual billing date. Given that your 30 days ends on 13/11, and that may have ben when the compensation was applied, its possible that the billing run had already happened.

Still, it looks like you wont be paying anything in future for the next 4 months😀

Re: Problem With First Bill

DerekW — Thu, 13 Nov 2025 14:33:24 GMT

@MisterW That's probably what has happened.

A few months without a bill will be nice 😊