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

[Claarthur]

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

I've never missed a payment.  

[Kodikid]

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).

[imjolly]

@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-...

[Claarthur]

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. 

[Claarthur]

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?

[imjolly]

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

Broadband | BT Help

[Claarthur]

what should i ask them about to get it sorted?

[imjolly]

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

[chrisjp]

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.

[michaelh4]

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