I called to cancel my TV and SIM on Saturday and asked to keep the broadband only. This was my 30-day notice period, which expires precisely at the end of my contract. This was agreed at £47 per month and I was asked to call back mid-August to query any further discounts.
On Monday I received a call from retentions offering me the same broadband package, and a SIM, on an 18-month deal for £34, which I accepted.
Today, both deals are showing on my account - £34 from 27th July and £47 from 29th July! Not only that but the confirmation email says my next bill will be £150.70, followed by a credit of £74.96 in August, and it will then be £34 per month after this.
I was expecting my package to simply downgrade, for me to return the V6 boxes and for my bill to revert to £34. Where have these extra charges come from and why are both deals showing on my account?
I’m now seriously considering just dropping the lot and moving to another provider.
Thank you for reaching out to us in our community, I am sorry to hear there is some confusion around your new package as there are 2 different offers showing on your account, so I can help with this and give you some clarity I will send you an invite into a private chat, I will send this shortly, please click on the purple envelope to accept.