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Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Claarthur — Sat, 03 May 2025 00:19:56 GMT

Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

I've never missed a payment.

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Anonymous — Sat, 03 May 2025 05:31:08 GMT

There are several packages with home essentials. The cheapest is £15 . You're obviously on the more expensive tariff. Ring BT (good luck with that).

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

imjolly — Sat, 03 May 2025 08:10:59 GMT

@Claarthur

do you have broadband only or do you also have ability to make/receive phone calls on home phone?

https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-2330514=82558i6729865E166DD74B#M162647

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Claarthur — Sat, 03 May 2025 13:05:25 GMT

I'm pretty sure i signed up to package that cost £20 pm and i was paying £20 pm for a long time, then suddenly it increased to what im paying now which is £32pm.

i get like 42mbps download speed. even though im on a tariff package, that speed for what im paying is crazy low.

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Claarthur — Sat, 03 May 2025 13:15:50 GMT

one of my products is "digital voice"

how much per month is digital voice? i dont even have a house phone anymore i just use a mobile. now i got a gut feeling the extra cost im talking about are because of this digital voice??

I have no recollection of wanting this.

are we able to cancel digital voice?

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

imjolly — Sat, 03 May 2025 13:28:32 GMT

you need to phone CS 03301234150 or you can try message now for billing and see if they can help

Broadband | BT Help

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Claarthur — Sat, 03 May 2025 13:34:12 GMT

what should i ask them about to get it sorted?

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

imjolly — Sat, 03 May 2025 14:10:00 GMT

ask CS to explain which package you are on and how the monthly cost is arrived at as you are on home essentials fibre 2

I would add that the link I posted earlier the fibre 2 package is £23pm without phone

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

chrisjp — Sat, 03 May 2025 16:39:51 GMT

Yes you can cancel digital voice, but only when you're out of contract. In any case, it'll only save you about £3.00 per month.
I'm also not clear what period your quoted £60.00 bill covers. If it's the normal 3 month billing period then this is not £32 per month, it's actually only £20 per month which is pretty good.

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

michaelh4 — Sat, 03 May 2025 16:44:30 GMT

I called retentions and got mine (BB only) reduced from £37.96 pm to £25.99 pm.

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Claarthur — Mon, 05 May 2025 15:00:59 GMT

i called them up and managed to get my bill reduced to £20 as it should be.

but they seem to have changed my billing date, it was the 4th of every month..

i go to change the billing date to the 4th..

and i get this message about rental charges... how much are those?

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Ali_A — Tue, 06 May 2025 08:15:01 GMT

Hi @Claarthur

As the new date is 4 days after the old date, your next bill will be 1 month usual charge, plus 4 days worth to cover the difference.

After that it will be back to 1 full month only.

Ali

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Claarthur — Tue, 06 May 2025 13:48:57 GMT

they took £32 out of my account today.. so the new £20 a month kicks in next month i presume?

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Ali_A — Tue, 06 May 2025 14:45:14 GMT

@Claarthur

Which date did you change your plan? If it was after the most recent bill was generated (this is usually 8 days before the Direct Debit is taken) your most recent bill will be for the old plan, and so the new plan will show on the next bill.

Incidentally, if your DD was taken today, that would suggest the DD date is already still the 4th of each month, with no need to change.

Ali

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

Claarthur — Fri, 09 May 2025 15:57:47 GMT

how do i access the web chat with staff? i forgot what page it was on. i would like to read the logs.

Re: Home essentials fibre 2, costs £20 a month but i am paying £32 a month. why?

imjolly — Fri, 09 May 2025 16:47:39 GMT

The link I posted in message 6 will take you to the message now but did you save your chat messages?