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I think I've been mis sold - New bill not the same as informed by customer service when renewing contract

Joining in


Anybody else with a similar experience that could advise?

I renewed my contract on the 11th for, what I thought was a good deal, £61 a month including (I asked twice to check and took screenshots) volt 1gig, anytime chatter and line rental, streaming Netflix and Disney+. The contract information sheet stated the same thing so I accepted it. Today the 30th I just received my bill for £97 and when I looked at the online contract there was no mention of the streaming addons being included. 

I know this is going to be an awful experience to sort out as the customer service is terrible (took me over 3 months to cancel last time until I threatened to report them to the ombudsman). Luckily I expected something like this and took screenshots of all the chat when I was offered the deal. If it was still within the 14 days I would cancel, in fact if I get the option I will and never return. 


Forum Team
Forum Team

Hey DB77,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your package at the moment. Were you advised that both Netflix and Disney plus were included in within your package price or that you would need to pay for the add ons for both services?

Kind Regards,