Haven't received discount on signed up deal since upgrading broadband to fibre
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Haven't received discount on signed up deal since upgrading broadband to fibre
07-12-2017 12:37 PM
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We signed up on a broadband deal for £21 which when looking at our bill this equated to a £7.98 discount monthly, but I've realised since we changed our broadband service up to fibre which was supposed to be an extra fiver a month - we aren't getting the discount which means our bill has increased significantly.
So from paying £21 a month we're now paying £33.98 a month for what should only have been a £5 increase from broadband to fibre.
Whats going on?
Re: Haven't received discount on signed up deal since upgrading broadband to fibre
07-12-2017 3:46 PM
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Hi there. When you put a product change through online, you'd be agreeing to pay the base rate of the package.
This would've been explained to you before you complete the product change.
I'm sorry for any disappointment caused.
Re: Haven't received discount on signed up deal since upgrading broadband to fibre
09-12-2017 8:20 PM
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What you're effectively saying is I'm not paying an extra £5 for fibre but it's actually £12.80 a month as we've lost our agreed discount.
We wouldn't have signed up to this had we been told this. Not impressed.
Re: Haven't received discount on signed up deal since upgrading broadband to fibre
11-12-2017 2:09 PM
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Thanks for getting back in touch.
Mind if I ask where we've advised you it'd be just £5 more?
I've just gone through the product change tool (for my own account) and I'm advised of the total cost I'd be paying:
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