Billing not correct, who do I contact?

Sooze1 — Sat, 22 Nov 2025 23:47:53 GMT

Can someone suggest who to contact regarding this please? My TV package contract was due to end 30th November and I wanted to cancel. My broadband contract was also due up then and I was investigating alternative suppliers, and partially completed an application to change, but didn’t complete it because I couldn’t specify for it to start at the end of my contract. I then had a call from BT the following day and was offered a speed increase and price decrease that I was happy with, and signed up for a further 2yrs.

I asked re cancelling the TV, as I definitely wanted to do that and was told to ring up. I did, asking to cancel at the end of the contract, and was told I could cancel on 30th Oct, without having to pay for Nov, so I agreed to this. The following week I went onto chat because my bill didn’t look right and was told I’d be charged £5 ish for the 25th to the 30th of Oct, due to the billing date, and that any overcharge would be corrected the following month. However I’ve been charged right up to the 30th Nov and next month’s looks like just the Broadband charge, no refund for the overcharge for November.

I’ve returned all the kit, so I can’t understand this. Any suggestions who to contact? I’ve kept screenshots of the chat so I can email them if needed.

TIA

I would have not agreed to cancelling on 30th Oct if I hadn’t been told I wouldn’t be charged for Nov

Re: Billing not correct, who do I contact?

imjolly — Sun, 23 Nov 2025 10:19:32 GMT

try contacting billing team using message now and they should be able to help https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Billing not correct, who do I contact?

Sooze1 — Wed, 26 Nov 2025 14:23:50 GMT

Actually my Nov bill seems to have updated without having to contact support.

Re: Billing not correct, who do I contact?

Debbie_G — Wed, 26 Nov 2025 17:53:58 GMT

Thanks for coming back and letting us know, @Sooze1.
Great to hear everything looks correct now. If you notice any issues or need any help, please get in touch with our team. They will be happy to help check this further.

Debbie

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Billing not correct, who do I contact?

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Re: Billing not correct, who do I contact?

Re: Billing not correct, who do I contact?