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Switched to FTTP in August but bills don't reflect this

mdh2
Newbie
Posts: 4
Thanks: 4
Registered: ‎20-08-2022

Switched to FTTP in August but bills don't reflect this

Hi

I switched to FTTP in August.  When I log into the customer portal, I get the following:

An error has occurred

You can't change your products for the moment, you already have a product change in progress.
 
Every bill I have received since still refers to Line Rental, Voicemail, etc, which I clearly don't have given there is no phone line.
 
I believe the amount being billed is correct, but given the components of the bill are incorrect, it's a little hard to tell
 
Can this be rectified, please?
 
1 REPLY 1
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,623
Thanks: 10,186
Fixes: 1,606
Registered: ‎21-04-2017

Re: Switched to FTTP in August but bills don't reflect this

Hi @mdh2,

I'm really sorry to see we've been charging you for your copper service after your full fibre order completed.

I've now completed your full fibre order in our systems, backdating the contract to when it was installed.

I've also refunded the subscription charges you've paid for a service you haven't had since the full fibre installation, so you should see some monies go back into your bank account within the next 14 days.

I hope this helps but feel free to get back to me if you have further queries. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet