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First Timer
Message 3 of 3

I had hoped to find an answer to my query quickly as it is just a simple question but sadly I've spent over an hour being sent around in circles. I looked also for live chat but again no joy. So, my question simply is "if my package is and has been £27.50, which is what I signed up for in December last year, why all of a sudden does my package now show £30.00 with a breakdown still adding up to £27.50?" There is nothing additional when I look at the detailed breakdown, I haven't changed or added anything. It also does not say that my package has increased. It does however, continue to show my discount of £8.95 that will remain until December 2022. So how does the breakdown add up to £27.50 but the bill is now £30 and has been for two consecutive months? Also, there is no additional spend.


Support Team
Message 1 of 3

Hi, agangelus


Can you please update your community profile to include your:


  • Name

  • Telephone number

  • Alternative contact number


We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.





Community Star
Message 2 of 3

Which package are you currently on, @agangelus?


Notification of a price rise of £2.50 was sent out earlier in the summer to customers who had subscribed to Fibre 35 / 65 before March, following on price rises to  Fast Broadband and Faster Fibre customers. 


Customers had a 30 day window to leave without penalty or haggle before it took affect.


Not clear why the breakdown would show a disparity!


Please look out for a reply from TT staff later in the week. 


You can always find Chat via forum search, but here is the link anyway:


Out of hours you can leave a message on there as the bot is "always on".

Gliwmaeden2, a fellow customer.