@Minipep
Is the new contract for the SAME service or for a switch to FTTP? If a new FTTP service, has it been installed yet? The new contract price will not be levied until the new service is provisioned.
This is a frequent misunderstanding, the contract (and its price) is not a subscription for generic service provision from the point of agreement, it is for a specific service product from the date that service is commissioned. You would not be the first to have signed a new contract for FTTP only to find that BT Openreach have issues installing the service. The existing service product then goes into out of contract billing ... at a much higher rate.
If you had a confirmed activation date which has been missed, then you should get automatic compensation for a delayed installation, which will more than cover the higher charges. If you did not have a confirmed date (just a planning date) the automatic compensation scheme will not apply. There will need to be a discussion with the business to seek a good will adjustment of fees.
If there is no change of product ... then something has gone wrong ... as per @jab1 's advice, call support.
You might also find helpful information in your ticket history - see the link below.
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.
