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Package Changes

Joining in


Can anyone explain why i have been charge £46.49 for a package change when all i have done is move house, my bill is now £95.00 but when i spoke to customer services i asked for the same package nothing new, i was not told about this charge at the time if i had been i probably have said no thanks i will just leave!  Is this normal? thanks.


Very Insightful Person
Very Insightful Person

Hi @Kaneesko 

When moving home, providing you don't change package or equipment then the amount you pay should stay the same until the end of your remaining minimum term contract.

When movinmg home though, a new account is set up, sometimes this includes a balance carried forward from your old account, plus you are billed up to a month in advance.

Details are under the  'First bill after moving house' on the following page

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Forum Team
Forum Team

Hey Kaneesko,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your package since moving, are you on exactly the same package at your new address as you were at your former address?

Kind Regards,


Hi Steven, yes I am on the same package as I was previously. I have spoken to someone and they have said it’s the charges crom

27th January to Feb but that’s not what it says on the bill but surely some of it could have been taken in feb so it was less big.



Forum Team (Retired)
Forum Team (Retired)

Thank you for your reply Kaneesko. 

We would be happy to take a look at this from our side and offer some clarity about the charges. 

To do this, I will just need to take a few details via private message. I will pop this over to the purple envelope on the top right of this page now. 

Speak soon,