This topic

Full Fibre 100 Billing issue

apuk2004 — Tue, 16 Apr 2024 13:03:10 GMT

I finally got switched from Fibre 2 to Full Fibre 100 early March which is great and was promised back in November that I can keep the same BB price of £23.99.

However my March bill was wrong (undercharged probably due to the switchover) and now my April bill is a whopping £173!

I called BT on Saturday and got a callback who said he'd sorted it but the current bill is still showing as £173 which is going to severely hit my outgoings for the month.

Also I noticed that my contract now ends in March 2026 so looks like when I moved to full fibre they altered my contract from November but I wasn't expecting that either.

Re: Full Fibre 100 Billing issue

SeriouslyAnnoyed — Tue, 16 Apr 2024 13:50:38 GMT

When you upgrade, your contract normally automatically renews from the date of upgrade. But £173.58 does look excessive for Full Fibre 100 and for just one month. I think we have Full Fibre 500 for a fraction of that, but we only use BT for Broadband and don’t have a phone line anymore (no longer needed in the mobile phone age). From your screenshot, it looks like you have a Digital Voice package, too, which accounts for quite a large sum?

Re: Full Fibre 100 Billing issue

Anonymous — Tue, 16 Apr 2024 13:53:33 GMT

Check your call package. If you had 700 mins that's now dead. If you were then put on PAYG instead & are a heavy phone user that could explain a large chunk of it.

Probably best to call billing as obviously we can't see the whole breakdown.

Re: Full Fibre 100 Billing issue

Keith_Beddoe — Tue, 16 Apr 2024 14:00:01 GMT

That would explain the £70.99 charge for phone calls. PAYG is very expensive if you make a lot of calls.

Re: Full Fibre 100 Billing issue

apuk2004 — Tue, 16 Apr 2024 14:59:52 GMT

I don't have a landline phone and my mobile is with EE

I think what's happened is they've charged me twice for full fibre @70.99 when it should have been 23.99 twice as agreed when I took out the 24mth contract last November

Re: Full Fibre 100 Billing issue

Keith_Beddoe — Tue, 16 Apr 2024 15:10:08 GMT

The £70.99 is a charge for BT Digital Voice. You may not have physical landline, but do you have any digital phone handsets that are registered to the BT Smart Hub 2, or a phone plugged into the phone socket on the back of the hub.

If you ordered a broadband only package, then there would have been no reference to Digital Voice, so your bill makes no sense.

Re: Full Fibre 100 Billing issue

Anonymous — Tue, 16 Apr 2024 15:20:44 GMT

If your broadband was really £23.99 & you have no landline, what is the other £24.99 for in February?

Are you, or have you been on Line Rental Saver?

Download the full bills for February, March & April & you should be able to see exactly what you've been billed for.

But your screenshot clearly shows £70.99 as a regular charge for DV, which as @Keith_Beddoe said, makes no sense at all.

Re: Full Fibre 100 Billing issue

apuk2004 — Tue, 16 Apr 2024 16:04:45 GMT

I have no digital phones plugged into my EE HUB.

I was paying 23.99 for Fibre 2 and 24.99 for TV services. This shouldn't have changed.

..the only difference since March is I've gone from Fibre 2 to Full Fibre 100 but was promised the BB bill would remain the same.

Re: Full Fibre 100 Billing issue

Keith_Beddoe — Tue, 16 Apr 2024 15:55:02 GMT

Please edit your screenshot to remove phone number.

You are showing that you do have a landline number, hence the Digital Voice charges. Perhaps there is a DECT handset registered to the hub.

You mentioned an EE hub, are you actually an EE customer now?

Re: Full Fibre 100 Billing issue

apuk2004 — Tue, 16 Apr 2024 15:57:07 GMT

Well I don't even need that number...been with BT for years and have never had or needed a landline.

All I ever use is broadband and TV.

I am a BT customer still but mobile was moved to EE and BT sent me an EE smarthub before i was moved to full fibre 100.

Re: Full Fibre 100 Billing issue

Keith_Beddoe — Tue, 16 Apr 2024 15:56:04 GMT

If its showing on your account, you must still be paying for it.

Re: Full Fibre 100 Billing issue

apuk2004 — Tue, 16 Apr 2024 16:01:41 GMT

This all seems ridiculous.

I will call BT billing and see what they say.

I want to know why I have a digital voice line I don't even need. Why my bill is over £140 and why my contract runs until March 2026 when I agreed a 24 month contract back in Nov 2023.

Re: Full Fibre 100 Billing issue

Keith_Beddoe — Tue, 16 Apr 2024 16:12:44 GMT

If you are being charged for calls, then you should be able to view the numbers called, within the breakdown of the bill. It may be listed in the phone part of the bill.

Its possible you have been billed for another persons calls, due to a data error.

You could try calling the phone number shown on your bill, to see if anyone answers, as they may be the owner of that number.

Re: Full Fibre 100 Billing issue

apuk2004 — Tue, 16 Apr 2024 16:17:09 GMT

Re: Full Fibre 100 Billing issue

Keith_Beddoe — Tue, 16 Apr 2024 16:20:43 GMT

It does not make sense, only a call to billing is going to resolve this.

I am sure forum member would be interested in the outcome.

I would still call that number listed, to see if its in service.

Re: Full Fibre 100 Billing issue

apuk2004 — Tue, 16 Apr 2024 16:35:00 GMT

My bill should not have changed just because I now have full fibre 100...

Re: Full Fibre 100 Billing issue

Keith_Beddoe — Tue, 16 Apr 2024 16:48:51 GMT

To me, it just implies that there is no additional cost to the upgrade, like activation charges etc. This was similar to when people were offered a free upgrade from ADSL to FTTC. The was no charge for the new home hub and any postal costs.

Of course the price of the service did increase, for those that took up the offer at that time.