Surprise charges

[Wesely2015]

Hi all,

So after only 2 weeks ago having problems with my contract I've now had a surprise bill come through. On the phone I was told the package I'd now be getting would cost £90 all in.  While trying to do a speed test on my shocking Internet connection I noticed my next bills now £111.67!! Honestly at my wits end with this now.

[Zoie_P]

Hi Wesley2015, 

Thank you for your post 🙂 
I am sorry to hear you are having speed/billing issues.

Have you checked your bill to see why it is higher than normal, does it advise if there were any discounts that dropped off?

With your speed can you give me more info on your issues?

Zoie

[Wesely2015]

 this is what it says on the breakdown although i was quoted £90 on the phone and confirmed multiple times that it would be £90 monthly with the man on the phone.

As for my speed we were told that we would be upgraded to 516mbps yet any Internet we do get is slow patchy and most of the time can't even connect devices or can connect but without Internet.

[Natalie_L]

Thank you for your reply Wesley2015.

From your screenshot, your package is showing at £141 per month but a bit further down, there is a credit being applied to your account of £52 per month bringing your total package price to £89 per month. 

With the issues with your speeds, is this on both wired and wireless connections? 

Thanks, 

[Wesely2015]

I'd be fine with that is it was £89 but my latest bill is for £111.67 with no explanation as to why🤔

 but yes the speed and connection issues are with everything

[newapollo]

Hi @Wesely2015 

Have you looked at the VM page explaining billing for /package changes ?

That should explain the higher cost this month. The following months payment will revert to the normal billing cycle and package pricing @ £89.00

[Ilyas_Y]

Hey there @Wesely2015, thanks for reaching out to us.

I'm sorry to see the bill hasn't come through as the expected amount.
I will investigate this further for you and send you an invite to a private message.
Watch out for the purple envelope.

Kind regards.

[Ilyas_Y]

Thank you for chatting with us today.

I'm glad we were able to answer your questions and make arrangements for the broadband.
Let us know how it all goes.

Kind regards.

[Wesely2015]

I've had a new hub 4 fitted which is supposed to sort all our problems with Internet and demand and now we have no Internet at all

[Lee_R]

Hi Wesely2015, thanks for getting back to us.

Sorry to hear of your loss of internet.  We've had a look at our systems and can see that everything is looking fine at this time.  Please confirm whether or not this is the case?  

Regards

Lee_R