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Package changed on the 5/11/20 bill gone up!!!....

Good morning.

I signed up with you around the 18/19 of December last year and was advised to call and see if I can extend my package deal of £79 a month as I have a whole house package, in December 2020.
   However we are in November and iv just had a bill for £105 as according to my bill, my package changed on the 5/11/20. 🤷🏻‍♀️
To which I know nothing about.
Now I cannot get hold of anyone to get this rectified.
Could you please help?...

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Message 2 of 11
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Re: Package changed on the 5/11/20 bill gone up!!!....

Look back on your previous bills. That will tell you when your discount was due to expire.

Then your current bill will tell you the date it covers.

What do you see?
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Re: Package changed on the 5/11/20 bill gone up!!!....

3D1A049B-50B9-4E4B-A111-18FBBFD0BF78.jpeg

  this is the bill but I have made no changes so I don’t no where this change has come from?... 

 

3756A3A0-F00F-4BE2-BF53-A0632EC02BAB.jpeg

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Re: Package changed on the 5/11/20 bill gone up!!!....

The pictures are loading but if they don’t load there is a change of £11.09 but that still don’t explain why it’s gone from £79-£105.... 

and it’s a change iv not authorised! 

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Message 5 of 11
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Re: Package changed on the 5/11/20 bill gone up!!!....

And discount doesn’t end until 17th of December.

I need to speak to someone to extend the package price I have now! 
otherwise I will be force to leave within the first year 🤷🏻‍♀️🤦🏻‍♀️

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Message 6 of 11
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Re: Package changed on the 5/11/20 bill gone up!!!....

So the £34 discount expires on Dec 17th, and the bill covers Dec 1st - Dec 31st, so at a rough calculation you should have about ~£15 increase on your normal bill..

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Message 7 of 11
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Re: Package changed on the 5/11/20 bill gone up!!!....

Yet I I have a £26 increase with no other charges anywhere as I don’t go outside of my package at all and don’t make phone calls as I don’t use the landline (it’s not plugged in) so where have the extra charges come from? 
and why am I not previously advised to call in the end of October as the bill is a month in advance to counter act being caught out like this? 

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Message 8 of 11
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Re: Package changed on the 5/11/20 bill gone up!!!....


@wicked_witch wrote:

Yet I I have a £26 increase with no other charges anywhere as I don’t go outside of my package at all and don’t make phone calls as I don’t use the landline (it’s not plugged in) so where have the extra charges come from? 
and why am I not previously advised to call in the end of October as the bill is a month in advance to counter act being caught out like this? 


The full price of the bundle is £139 and you were paying £79. So your full monthly discount was £60.

The discount on your current bill reflects the ending of the discount during your bill period, and is a credit for £34 instead of the full £60 you were getting before.

£60 - £34 = £26

The discount end date is on every bill produced, and is also on the bill notifications you get every month to your email address.

The other change is an admin change where you've been upgraded from M500 to M600 as part of your Ultimate Oomph bundle. It has zero cost change to the bill.

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Message 9 of 11
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Re: Package changed on the 5/11/20 bill gone up!!!....

I know nothing of this upgrade? And have not asked for it or been notified about it. So why is that? 

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Message 10 of 11
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Re: Package changed on the 5/11/20 bill gone up!!!....

And can I talk to someone regarding getting my original offer extended please? If not I will have to leave!. 

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