topic Re: Billing in Billing

Billing

xyzbird — Tue, 03 Jun 2025 00:50:12 GMT

Whenever I try to get into Billing it never gets there. I know I paid my last amount £45.95 and know I do not owe anything but in my Account it seems to be suggesting I am in a contract at some lower level when I have been out of contract for years. Can someone find out what is happening please.

Re: Billing

xyzbird — Tue, 03 Jun 2025 02:04:52 GMT

I remember a previous situation with Bill payments being due to browser extensions being turned on. So I can now see bill details with the extensions off. But I am still confused with my apparently being in a £29.95 contract to July 2027?

TT did send me an e'mail 30 May 2025 listing 3 broadband options - one of which was for a Fast Broadband Contract £29.95 and also to do nothing to stay on my current out of contract service. I am pretty sure I have done nothing to affect this.

Re: Billing

Gliwmaeden2 — Tue, 03 Jun 2025 07:41:09 GMT

It sounds strange as that end date is more than 2 years away, @xyzbird, and I am not sure that that's even supposed to be possible. Usually the maximum is 2 years.

Hopefully staff will be able to take a look to resolve this for you.

Let us know how you get on as it will help other customers if they find themselves in a similar situation.

Re: Billing

xyzbird — Tue, 03 Jun 2025 10:29:57 GMT

Sorry got date wrong.

This is what it says in my account:

My package

24 month fixed term contract ends:
02 Jun 2027

£32.00 £29.95 per month

£2.05 Discount for 24 Months - Fast ends on
02 Jun 2027

Fast Broadband

Re: Billing

amahle-TT — Tue, 03 Jun 2025 10:35:36 GMT

Please confirm when was the last time you re contracted with us before this?

Re: Billing

xyzbird — Tue, 03 Jun 2025 15:03:42 GMT

I think it has been around 20 years ago and possibly over since I was last contracted in.

Re: Billing

amahle-TT — Tue, 03 Jun 2025 15:10:52 GMT

Alright then please do contact our better value team and they will investigate this further for you and check why there is no difference in the speeds o n your account as you are on fibre65. Here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed