Compensation for error

[#1]

I recently had a problem getting my broadband connected. I was told it would be done in October and this wasn’t resolved till 6th December.

I spoke to a customer service agent recently who offered me two months payment of my bill and £20 credit to compensate for the data I bought from my mobile phone provider while waiting on broadband connection.

I’ve logged into my bill and the discount has only been applied but only to the £15.99 broadband and not the £18.99 per month line rental. I can’t see the £20 credit anywhere either. This was not what the agent I spoke to offered, so can someone please clarify? Thanks.

[#2]

Moderators Note

This topic has been moved from ADSL Broadband to My Account / Billing

[#3]

Thanks for your post @Morverncallar7 

I'm trying to find the call you've had to listen and get some clarification on what was agreed upon, but I'm having trouble locating it. Could you PM me the number you called us from and the day this was too?

[#4]

Hi, thanks for replying. I called on 24/01/2020 at 12:52pm from the phone no [ Removed]

Many thanks


Sophie

Moderators Note: Personal information removed

[#5]

Hi Sophie, I'd recommend being mindful when posting private info like your phone number on a public forum. I've found the call and I'm having a listen now, I'll open a support ticket on your account with the results soon.