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Stevepb's avatar
Stevepb
Joining in
22 days ago

New Contract

Hello,

My 18 month contract expired on the 21/03/2025,where I was paying £42 for my bundle. 

I negotiated with the retention for a broadband deal only at £23/ month, I received my pre contract documentation whilst on the phone & agreed to the contract on the 17/03/2025.

I have received my next bill  yesterday 1/04/2025 & find that I am being charged for my out of contract bundle for £95.73 for the next billing period of 30/03 - 29/04/2025.

I have since checked the new contract which now states that the contract/ new pricing doesn't start until 17/04/2025.

So why is this happening when I agreed to the contract on the 17/03/2025. Why am I paying the increased cost to the 29/04/2025 ?

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  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    21 days ago

    Hi Stevepb 👋 Welcome back to the forum! Thanks for posting. 
    Sorry to hear these concerns about your billing following a package change. If your package change involved the reduction or removal of a service, this would take 30 days to complete - and so you would not see any change reflected on your billing just yet. 

    Once your package change completes, you will likely see some credit returned to you for any charges for services in advance (via pro-rata). However, until the package change completes you are billed as usual. 

    I can help run through a copy of the bill with you to be sure, and confirm what's happening. I will just send you over a PM now to do this. You can find the PM in your Inbox 📩 in the top right corner of the page. Thanks for your patience in the meantime! 🌞