topic Re: New contract Enquiry in My Order

New contract Enquiry

TammyJ — Thu, 12 Sep 2024 12:13:38 GMT

Hi I just did a switch to a Fibre only contract as my current one was due to end on 5th October and I don't really use the phone for much so chose the Fibre only option as it was a good deal and a lot cheaper, I have a couple of questions.

1) It says the new package will go live 17th September will this be a new billing date or will it remain as my current one.

2) I ordered the HUb 2 router as well will I be billed for this now or will it be added to the new bill whenever that is.

thanks for any answers.

Re: New contract Enquiry

bmc — Thu, 12 Sep 2024 12:32:21 GMT

@TammyJ

I believe the billing date will remain the same.

You might get charged a difference price from what you expect, especially if the bill is generated before the new contract starts. However, the next bill will sort out any over charge. You can view bill details by logging into your PN Members page.

The p&p for the Hub2 should be added to your bill.

Brian

Re: New contract Enquiry

TammyJ — Thu, 12 Sep 2024 12:40:11 GMT

Hi @bmc thanks for the reply, billing is still showing old contract details I only switched today, I just needed to know in case I had to pay on the 17th September for the hub-2 and the new contract when it goes live and make sure I had money in my account for it if I did.

Can anyone from staff confirm that my Bill date is the same and nothing to pay until then, thanks.

Re: New contract Enquiry

TammyJ — Fri, 13 Sep 2024 08:30:58 GMT

Can Anyone from support reply to my query please, thanks.

Re: New contract Enquiry

corringham — Fri, 13 Sep 2024 14:14:45 GMT

@TammyJ, to contact support you're probably best to phone - support staff are few and far between here. For general non-account specific questions the community members can often help, but of course they can't help with account specific issues.

Re: New contract Enquiry

TammyJ — Sat, 14 Sep 2024 16:58:31 GMT

@MatthewWheeler Hi any chance you can respond to this I would like to know before Tuesday if I need to pay upfront or not as I would need to ensure that I have the money in my account if I do, thanks.

Re: New contract Enquiry

jab1 — Sat, 14 Sep 2024 17:15:10 GMT

I don't think you will find many PN staff on the forum at the weekend. As @corringham has said, why not call them?

Re: New contract Enquiry

TammyJ — Mon, 16 Sep 2024 10:18:08 GMT

@jab1 thanks for the reply, I'm unable to call for medical reasons and have someone who does that on my behalf, but sadly they are unavailable until the end of the week which is why I tried the forum, @MatthewWheeler any chance you can reply, thanks.

Re: New contract Enquiry

bmc — Mon, 16 Sep 2024 10:25:50 GMT

@TammyJ

As an aside to your problem, have you registered with PN as a vunerable person?

If not, login to your PN members page and under My Account there is a link to register.

Brian

Re: New contract Enquiry

MatthewWheeler — Tue, 17 Sep 2024 10:04:39 GMT

Sorry for the delayed response @TammyJ

As the others have advised I'd recommend going here to complete an additional support form so we can make sure we're supporting you the best we can.

To answer the questions in order

Your billing date will stay the same moving forward unless you choose to change it yourself
If you've taken a new router the postage and packaging charge goes on your next bill

Re: New contract Enquiry

TammyJ — Tue, 17 Sep 2024 16:38:49 GMT

@MatthewWheeler thanks for the reply, it's good to know billing date etc is the same I was a little worried that it would be today for the switch over and I haven't been able to get to the bank to put any money in to cover, at least I can do in time for my next bill date, also just a heads-up that everything switched over ok, my members page shows the new contract details, and the Hub-2 arrived, My brother set that up for me and all working good. Thanks again.

Re: New contract Enquiry

plusmouse — Thu, 19 Sep 2024 10:40:24 GMT

@TammyJ - Can I ask please when you ditched the phone line to go with Fibre only, did you switch to FTTP (Fibre to the premises) to do that or, did you already have a BT engineer to fit an ONT box? I`m just curious really as I`m about to re-contract myself from FTTC and lose our landline to change over to FTTP. Losing the landline/home phone.

Edited to Add: Having reread your post, I think you are FTTC rather than FTTP? My mistake, sorry if I confused you!

Re: New contract Enquiry

TammyJ — Thu, 19 Sep 2024 16:34:28 GMT

@plusmouse Hi, I had to ask my brother as this tech stuff is beyond me, He said still FTTC as Full Fibre isn't available where I am with no mention from Openreach when that likely to change, no worries would be confused either way lol.