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Bill in final month higher than expected

Rising Star
Posts: 172
Thanks: 37
Fixes: 1
Registered: ‎16-08-2013

Bill in final month higher than expected

The contract has one month left, and contract date lines up with bill date, but the bill for the last month has gone up. Looking at the actual bill the discount runs out 9 days before the end date of the contract. There aren't any extra charges - it's just the reduced discount.


IIRC at the contract start the discounts didn't apply correctly and needed help here to fix, then at the first CPI rise the discounts needed fixing again, and at the second CPI rise this year the discounts showed wrong online for many - so after all that maybe there is a good reason for the discount to expire early but it's not explained in the bill.


It's not a lot of money but it's one more thing at renewal time - already complicated as the online page shows 3 or 4 different deals (12, 18, 24 months, and SoGEA) that seem to change every few days, plus an email offer and another on the main account page too. 

Posts: 23,259
Thanks: 9,765
Fixes: 162
Registered: ‎22-08-2007

Re: Bill in final month higher than expected

Offers are dynamic - usually the best deals are obtained by direct contact to COTS...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

  • 0800 013 2632 or 0800 079 1133(from within the UK)
  • +44 330 123 9197 (from abroad)
  • Available...
    • 8am - 8pm Monday to Friday
    • 9am - 7pm Saturday
    • 9am - 6pm Sunday


Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.