on 10-10-2024 09:49
Just got my first bill at the new address, it is £91.80 when I was told £35.90 before moving, now I understand there is a moving charge so that is fine however, there is £32.31 package changes charge, I was not told about this and the package has not changed. I have also noticed the ‘discount’ ends January 2025 which is ridiculous, I have not been told about this either or I would have not agreed to this. The lady who did the moving process with me seemed lovely on the phone but as it turns out I got no actual information about my contract, I am also on Universal Credit. I feel like I have been missold this contract. It’s for 18 months apparently and discount ends in January? Outrageous, no one would sign up to that. I was misinformed what can I do now?
on 10-10-2024 12:02
Welcome to the community forums
Sorry to hear of your billing concerns after your move.
Did you request that your contract and services be transferred to your new address? If so, is the January 2025 the end of your contract from your older address?
We do charge a month in advance for our services, so your bill would show services from your installation and the first months of service, plus your next month's bill and the £20 movers fee.
If you say that your package is £35.90, so this would add up to £91.80 (£35.90 x 2 + £20 = £91.80)
on 10-10-2024 18:48
Hi, that’s what I thought - continuing the old contract but no the lady started a completely new one for me not informing me of charges ie nearly double the bill after January. I only just noticed this on the bill that I got today. I cannot afford over £50 a month for just internet, I really feel like I have been miss-sold this contract by not being informed of the extra charges starting in January, I would not have agreed to this. As I said, I am a UC claimant so would like this taken into consideration also. How can we resolve this?
I do understand the bill itself now thank you, basically the information on it is incorrect - package changes charge instead of ‘10 September - 9 October’ bill charge. So the amount is correct but bill breakdown isn’t.
Natalia
on 11-10-2024 08:40
Hi @nataliakam90,
If you have a discount set to end in January then it would suggest you haven't started a new contract term but continued an ongoing, as most of our package discounts last the full term of the contract length.
I can see you mentioned being on Universal Credit. As such, it might be worth looking at our Essential Broadband packages as there may be something there which you feel would better suit your needs. Provided you're eligible and can provide the evidence of this via that page and dedicated chat function, you can take one of them out.
However, if you'd rather discuss your current bundle and situation further, please respond to the private message that I'll be sending your way shortly and we'll proceed from there with this.
Thanks,
on 12-10-2024 09:58
Hi @nataliakam90,
Thank you for getting back to me via private message. I'm glad that your concerns have now been addressed and resolved.
Please do let us know if there's anything more that we can help you with.
Thanks,