Issues with billing after house moving

[Mightymax82]

Hi I recently moved home and I previously had a contract (which was still active) where I was paying £41 monthly for M500 broadband. I received a new contract after the move showing an amount of £67.00 to pay, after specifically saying to the agent that I wanted to keep the same contract. By reading the other posts, my understanding is that if nothing changes in the package I was supposed to keep the same price. The webchat customer support has not been helpful at all, is there someone here that can assist me? Thank you

[Molly_T]

Hi Mightymax82 👋 welcome to the community!

Thank you for posting. Sorry to hear about these issues with your billing following a house move! 

We would need to send you a PM to confirm some bits of information about the accounts so we can investigate what has happened and offer further support. I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Molly_T]

Hi All 👋 Just returning to the public thread to keep things updated! 

Thanks to Mightymax82 for PMing with me. 📩 Really pleased to report we have been able to confirm the details needed to investigate further, update the package to match what it should have been, and offer some extra support with loose ends from the former account. 
Everything has now been resolved! Just let us know if there are any future issues or things that have been missed so we can offer further support. 

Thanks for your patience whilst we offered help to get this sorted! 🌞