Forum Discussion

Gpro69's avatar
Gpro69
Tuning in
2 months ago

Annual increase email

Can someone help with this plz?

I placed an order 9/02/25.

services started 11/02/25

I was informed on the phone when placing the order, and it was also provided in the written contract PDF I received, that my 1st annual increase was 1/04/26.

yet I’ve just received an email saying my service charge will go up £3.50 on 1/04/25.

can someone check this out and confirm one way or the other please, as if it’s going up this April, I’m as well staying with my current provider…

thanks

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    2 months ago

    Yes, this is the case. Your contract is for a FIXED DISCOUNT, not a fixed price, so it will go up at the same time as all other customers no matter what month your contract  starts.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi Gpro69, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry for any confusion caused here. Price rise notifications are usually prepared in advance so chances are it was scheduled to be sent before the change has been done. We can certainly double check things for you though but in order to do that I'll need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Thanks,