The £27.63 will include a "correction" against the previous bill, covering the period 31st March to you billing date, previously paid at the pre-increase price.
2022 Billing increases
Users have found the first bill following the price changes on 31st March 2022 odd because the brief summary presented at the top of the bill is just that - a summary. It does not reflect the important details of each line as fully described on subsequent pages. The first bill after the price rise, has for each chargeable item and their associated discounts...
- A refund for the charges already paid on the previous bill (at the old rate) for the period from 31st March to the billing date
- A re-charge in arrears (at the new rate) for the period from 31st March to the billing date
- The charge at the new rate for the following month (charged in advance)
Consequently comparing this months bill with last months bill can create the impression that it has gone up more than the expected 9.3%. It is also possible that the annual prise rise is coincident with the end of the discounted minimum term, making the increase appear much larger.
Note: In some cases there is a known error on the first bill run which has omitted to adjust applicable discounts.
As for the £38.22, have you come to the end of you fixed term, discounted price as per your current contract? When price rises coincide with end of contract periods, it is too easy to see conspiracy / errors when there might be something else "in play". What does the user portal advise about your contract terms?
There again, it could indeed be a billing error! 🤔
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
