FTTP installed today. Next bill estimate concern.

[besmirched]

We’ve had 500Mb FTTP installed today, first impressions are very positive. I was however alarmed when looking on MyBT account when I saw my next bill estimate at £96.69!

Is this an error that a mod needs to look into for me? I was expecting some kind of discrepancy moving from Fibre 1 to Full Fibre 500, but near £100 seems absurd.

For reference sake my Fibre 1 was £27.31 plus BT Mobile £11.70, and the agreed Full Fibre 500 was £39.99 plus BT Mobile £11.70.

I was also told the the £10 delivery charge would be credited back to my account.

[imjolly]

You need to phone CS and see if the can help explain and hopefully correct it for you.  Mods only normally get involved if you have already tried CS 

[besmirched]

Cheers for the swift reply. I was planning to reach out Monday and just enjoy the new install over the weekend. I've had another look on MyBT again today and it appears the next bill estimate has now been corrected. The only discrepancy left is the £10 delivery charge is still showing, but that might be OK as I was told it'll be credited back, so maybe that'll just come off when the bill hits. If not, I can always chase it up later.

[besmirched]

Just a quick update. Bill has come in now and although it looked correct on the previous estimate, it's come in at £69.48. They've not taken payment yet and I can see there is -£18.22 listed. So if they intend to use that as credit before taking the payment. I guess that might be right. If a mod sees this could you let me know your thoughts on whether there is a problem here?

Previous bills were £27.31 Fibre 1 + £11.40 BT Mobile. The new FTTP order is £39.99 Full Fibre 500 + £11.40 BT Mobile. So below is the first bill since switching over to FTTP. Also the bill below mentions a new address move, but we have not moved. We're still at the same address. The BT web chat person did say it would be down as a house move though as this was the only way he could place the order. Not sure what significance if any that might have, but mentioning it just in case it might be relevant.

Broadband package£48.09
Your services have changed since your last bill
Your regular charges
Broadband Package21 Aug - 20 Sep£39.99
Full Fibre 500
Includes Special offer discount
*home phone number removed*
Your contract ends on 03 Aug 2024
What's changed since your last bill?
Services started at your new address
Broadband Package04 Aug - 20 Aug£21.93
Full Fibre 500
Services ended at your last address
Broadband Package05 Aug - 20 Aug-£18.22
Full Fibre 500
BT Mobile£11.40
Your regular charges are £11.40
Other charges£9.99
There's a charge for connecting your new services
Bill total
£69.48As of 21 Aug 2022

[JohnC2]

Hi @besmirched, the bill looks ok. It is higher than you would've expected as there is over 1 month at the new higher rental rate for the broadband and the other charges (probably a delivery charge).

The next bill should only have the 1 month of broadband and mobile rental.

cheers

John

[besmirched]

Thanks for the message. There was a £9.99 delivery charge but I was told that would be added as a credit when I placed the order, as I explained I already had a SH2 so didn’t even really need a new one.

I’m still a bit confused with the bill though, with Full Fibre 2 being £39.99 and BT Mobile £11.70, the total would be £51.69 monthly. 

So given I switched over to FTTP 500 on the 4th Aug, if anything I was expecting the Broadband bill to be less than £39.99 as I got switched over mid-month, but I did half expect the max would just be £39.99 plus BT Mobile. 

I am confused about the minus amount being shown in the bill though, is this going to reduce the bill further or is that being refunded into my bank. I don’t really understand what’s happening with that.

[PaddyB · Accepted solution]

Hi @besmirched,

Thank you for posting back. I'm sorry if you find that bill confusing. If you send me your details, one of the team will be able to take a look at this for you.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Thanks,

Paddy