topic Re: Full fibre upgrade showing error in My Order

Full fibre upgrade showing error

maxheadroom — Fri, 04 Apr 2025 09:22:51 GMT

I upgraded to full fibre yesterday 3/4. I received an email a few hours later saying product change now complete, but change not showing in account. It says there's an error.

Re: Full fibre upgrade showing error

dvorak — Fri, 04 Apr 2025 09:26:43 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: Full fibre upgrade showing error

jab1 — Fri, 04 Apr 2025 09:30:09 GMT

@maxheadroom Does your FF connection work though? If so, ignore such 'errors', they are a quirk of the accounting 'system'.

Re: Full fibre upgrade showing error

Gandalf — Fri, 04 Apr 2025 09:45:22 GMT

Hi @maxheadroom,

I can see it's just taking longer than usual for your account to reflect the completed product change.

We're definitely aware and we'll sort it as soon as possible. This won't affect your service in any way.

Re: Full fibre upgrade showing error

maxheadroom — Fri, 04 Apr 2025 10:00:52 GMT

My fibre connection is working fine. It's just my bill is due tomorrow 5/4, and it would be nice if it was correct rather than wait for an adjustment the following month.

Re: Full fibre upgrade showing error

jab1 — Fri, 04 Apr 2025 10:04:35 GMT

Your invoice for 5/4 will have been generated about a week ago, and cannot be 'adjusted' - you will have to wait until next month.

Re: Full fibre upgrade showing error

Gandalf — Fri, 04 Apr 2025 10:09:08 GMT

We don't bill accounts prior to the bill date and we won't generate the bill in this case, until the change is fully complete.

Re: Full fibre upgrade showing error

jab1 — Fri, 04 Apr 2025 10:11:21 GMT

@Gandalf Is that a change of policy, or have I been under a misapprehension for many years?😀

Re: Full fibre upgrade showing error

Gandalf — Fri, 04 Apr 2025 10:12:49 GMT

@jab1 It's always been the case for as long as I've worked here.

Re: Full fibre upgrade showing error

jab1 — Fri, 04 Apr 2025 10:14:24 GMT

OK - I'm wrong then. 😉

Re: Full fibre upgrade showing error

Gandalf — Fri, 04 Apr 2025 10:27:31 GMT

@jab1 You said it not me But at least you know moving forward!

Re: Full fibre upgrade showing error

maxheadroom — Tue, 08 Apr 2025 10:00:19 GMT

Any update? Account still showing error.

Re: Full fibre upgrade showing error

Gandalf — Tue, 08 Apr 2025 10:59:44 GMT

I've checked and we're still working to fix the issue - shouldn't be too much longer. Sorry for the delay.

Re: Full fibre upgrade showing error

maxheadroom — Fri, 11 Apr 2025 08:19:54 GMT

Upgrade now showing but monthly cost showing £43.20 should be £26.99.

Re: Full fibre upgrade showing error

maxheadroom — Fri, 11 Apr 2025 11:08:24 GMT

Just received a bill for £41.44, which is obviously incorrect.

Re: Full fibre upgrade showing error

Gandalf — Fri, 11 Apr 2025 11:25:41 GMT

@maxheadroom sorry for what has happened. I've added the discounts, but the bill was unfortunately already imminently generating, so we can either provide a credit towards your next bill (or outstanding balance should it fail), or a refund once paid. Let us know which one you'd prefer. Except this, should be sorted moving forwards.

Re: Full fibre upgrade showing error

maxheadroom — Fri, 11 Apr 2025 11:32:09 GMT

A credit towards next bill please.

Re: Full fibre upgrade showing error

Gandalf — Fri, 11 Apr 2025 12:43:35 GMT

No problem. I've applied the credit now.

Re: Full fibre upgrade showing error

maxheadroom — Wed, 16 Apr 2025 09:43:59 GMT

Contract still showing incorrect price.

Re: Full fibre upgrade showing error

Gandalf — Wed, 16 Apr 2025 10:11:35 GMT

The discounts are scheduled to take effect from your next bill, they don't apply instantly anymore, so you won't see the updated monthly cost in the Member Centre until your bill date, but the discounts are showing this side.