Incorrect billing

[NeilP3]

Hi - I have just switched from FF65 to FF150 (with considerable difficulty) with a broadband cost of £30 per month - however I have just been charged the previous rate of £35 and a few pence for April, and looking at my package details the old pre-contract details with this old amount are still showing. Please could this be corrected ? Thanks.

[Arne-TalkTalk]

Hi @NeilP3

I can confirm that your package price is 

Full Fibre 150 @£30 per month
International calls boost £10 

Because the landline part has remained active, My Account is picking up the old account information. 

Regards
 

[NeilP3]

Hi - my updated broadband deal is still not showing, therefore I’m not convinced that the next bill will be correct. Please could you help me sort this ? Thanks.

[NeilP3]

Thanks- but as my new contract details aren’t yet showing in “My Account” details this presumably won’t happen until the details are changed. How long does this take to happen ?

[Arne-TalkTalk]

Any overcharges should show  as a credit on your next bill 

[NeilP3]

Hi Arne

Just got Email to say Full Fibre switch has occurred- speed now definitely increased - however new contract details aren’t yet appearing in My Account details and there is still the query regarding the additional refund.

 Thanks for your help so far !

[NeilP3]

Hi Arne

i haven’t noticed an increase in speed since installing the new router at the weekend, so I wonder if the change has occurred ? I made a complaint about the time taken to process the change which resulted in a month’s credit being added and that has been applied to the bill, but to the old rate not the new reduced rate. Thanks- I’ll wait to hear from you further

[Arne-TalkTalk]

Hi @NeilP3

Has the speed increased at your side ?   

The upgrade order is showing as pending which explains the bill being the old price, I will log this as a fault.