Forum Discussion

Jaguare240's avatar
Jaguare240
Tuning in
17 days ago
Solved

Discounts end during a coverage period?

Hi, all my previous bills were £29, but this month it increased to £40. I asked the chat agent and they said "It is actually not ended halfway. Since your contract with the agreed price ends this coming 16/03/2025.".

They explained my "bill amounting £40.11 with a coverage period of 24th of February to 23rd of March has 6 discounts. These 6 discounts you have is only available up until 16 of March. Therefore there are days that has been computed without those discounts which caused you bill to be higher than the package you are paying from previous month."

This is confusing. Why would they end discounts during a coverage period? 

  • Kath_P's avatar
    Kath_P
    17 days ago

    Hi Jaguare240, 

    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 to hear there is some confusion around your bills. Your billing cycle would have been determined by the date you joined us. If you've changed your package at any point, this can mean your discount dates differ to those of your billing cycle. 

    Based on your post, your billing cycle will be from the 24th to the 23rd of each month. As your discounts end on the 16th of the month, you'll be charged standard pricing between 17th and 23rd of the month. 

    Hopefully this explains things a little further. We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade. We'll just need to confirm some information with you in order to do this. 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,

  • Kath_P's avatar
    Kath_P
    Forum Team
    17 days ago

    Hi Jaguare240, 

    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 to hear there is some confusion around your bills. Your billing cycle would have been determined by the date you joined us. If you've changed your package at any point, this can mean your discount dates differ to those of your billing cycle. 

    Based on your post, your billing cycle will be from the 24th to the 23rd of each month. As your discounts end on the 16th of the month, you'll be charged standard pricing between 17th and 23rd of the month. 

    Hopefully this explains things a little further. We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade. We'll just need to confirm some information with you in order to do this. 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,