on 16-03-2022 01:24 PM
hi guys. just been on to retensions and talked about the difference between the fibre 65 offer of £23.50 via email i received and the offer in my account for fibre 65 at £26. i was told the fibre65 via email of £23.50 was subject the price increases in april but the fibre 65 offer of £26 was a definate fixed price and would not increase for 18 months. she said she would give me the £26 offer at £24.95(which is what i am already paying) guaranteed for 18 months with no cpi increase or annual 3.9% increase whatsoever. i really need to confirm this as some have been offered similar deals only for the increase to suddenly appear later. has any one had the same or similar deal recently. cheers
on 27-05-2022 01:11 PM
on 24-05-2022 01:41 PM
on 23-05-2022 05:30 PM
hi ferguson. after i called them last month to ammend the bill i checked my account and the correct amount was debited but this months bill reverted back to wrong amount of £28 95 and not £23.95 which i agreed. they're just not removing the speed boost which i didn't agree to
on 23-05-2022 03:56 PM
hi arn thanks for your reply. but just got my may bill and i've been overcharged again. this months bill is £28.95 again instead of the agreed £23.95. again they said it was for the fibre speed boost which i never agreed to. i was promised last month they would remove it but they haven't. called them today and i was assured the boost would be removed and the bill ammended for this month but just looked on my account and and the bill is still for £28.95 to be taken on the 27th. bit sick and tired of this. any chance you could look into this for me? much appreciated
on 21-04-2022 08:25 AM
20-04-2022 11:55 AM - edited 20-04-2022 11:58 AM
just been on to customer services for an hour. i was being charged for the fibre speed boost which i didn't agree to when i renewed. also charged for the speed boost for last month that's why it was so high. they agreed it was a mistake and have refunded me the difference for last and this month. ammended bill was £23.95 minus last and this months fibre speed boost cost so i should receive an ammended bill for £13.95. lets see what happens. thanks for your help.
20-04-2022 11:19 AM - edited 20-04-2022 11:20 AM
When it's the last month of a contract, part of the bill may be pro rata @ full price, @guitarman3, because the billing period and contract period are rarely the same. That may explain last month's odd figure.
Check also whether they have added Supersafe boost or something else that you were not made aware of at the time.
It's odd, as Arne had already checked this for you, though!
I'll move this thread to the billing section and re-escalate it for you, @guitarman3.
on 20-04-2022 10:52 AM
hi guys just got my latest bill and i'm being charged £28.50 pm not the £23.50 that was agreed when i renewed last month on the fibre 65 package. i was also charged £29.07 last month which i couldn't understand. please could someone look into this for me and sort it out. thanks
on 22-03-2022 12:28 PM
on 16-03-2022 04:33 PM
ok so just been onto tarik at customer loyalty team. agreed the fibre 65 deal for £23.95 fixed for 18mths. no cpi increase or annual 3.7% increase at all for the whole of the 18mth period. i did record the conversation as well for my own records so if there is any issues i have this to fall back on. hopefully it will be fine. if one of you nice oce's could please confirm the deal that would be great. thanks