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I've been automatically charged extra £23,50 for the past two months

I've just been sent an email showing me my overdue balance but stating that my broadband bill is £50,50 instead of the £27 that I've paid for the past year up to January.

Unaware of any changes in my bill, I checked my previous direct debit payments and it showed me that in February they've started charging extra £23,50. 

Is this normal? Can I get a refund? Or can I renegotiate my bill? Obviously the timing is not ideal because all the call centers have officially closed now but would I be able to get this money back after the lockdown is over? 

Thanks

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Message 2 of 9
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Re: I've been automatically charged extra £23,50 for the past two months

Sounds like you are out of your first year contract, and any special discounts have now ended?  I'd check the small print to see what the price is supposed to be after the first 12 or 18 months contract is up,

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Message 3 of 9
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Re: I've been automatically charged extra £23,50 for the past two months

Sounds like your initial contract term has ended and you are now back to paying full price again


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Re: I've been automatically charged extra £23,50 for the past two months

Yeah, I just found my contract and that was it. Thank you!
Do you know if there's a way to renegotiate the contract or add some form of discount from their website?
Or do you think I'll have to wait for them to open again?

Thanks again!
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Message 5 of 9
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Re: I've been automatically charged extra £23,50 for the past two months

you won't be able to do anything from the website you will need to call in.

Was the discount for all or part of the contract. If only part, for example, a 12 months discount on an 18 months contract you'll have to wait until he end of the contract

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Re: I've been automatically charged extra £23,50 for the past two months

Its still possible to get through. Call Retentions early 08.00 is best

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: I've been automatically charged extra £23,50 for the past two months

Thank you for this!
Unfortunately, I can't find my contract so I'll ask them directly.
Thank you very much for your help!
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Re: I've been automatically charged extra £23,50 for the past two months

Hello John,
Thank you for this!
Do you know what the Retentions number is? I've looked it up and I've found these two numbers: 150 or 0345 454 1111 but the source was updated in 2015 so I wanted to make sure these are correct.
Would you be able to confirm?
Thank you very much for your help!
Penelope
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Message 9 of 9
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Re: I've been automatically charged extra £23,50 for the past two months

Yes thats it - follow the prompts to "thinking of leaving" - its options 1,1,4,4 IIRC.

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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