Contract renewal - have discounts been applied?

[#1]

My monthly bill has not been created today but I can see a charge of £50.49 on the billing page

This seems to be the full price for Unlimited Fibre Extra + Line Rental + Hub 2 P& P

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I agreed a new contract to start today with discounts listed in your internal ticket #220990596

Has the agreed deal been applied?

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Also it was your agent that offered a Hub 2 and I remember the agent saying any P&P charge would be refunded on this bill

[#2 · Accepted solution]

Hi there @jwsg, thanks for getting in touch. Thank you very much for renewing with us, though I am very sorry to hear of the error with your bill.

I have taken a look at your account and have provided a further response on the steps I am taking to get this sorted for you, here: https://www.plus.net/wizard/?p=view_question&id=221843805

[#3]

Hi @jwsg would be interested to know if you do get the p&p refunded as I have  been unable to get that information,  told that only new customers can get p&p free.

[#4]

Every situation is different but I remember the agent offering a Hub 2 after I'd accepted the renewal deal and I'm sure they said there'd be a credit on the bill to cover the P&P.  I'm happy with a BT hub for now as I dont want to lose split SSID but I'll keep it for the future. I mentioned it above but the renewal not being set up at all was my main worry. It's not a lot of money but they've made me wait a month for the new price and it's going up 10% next month anyway so every penny counts.

[#5]

Hi @jwsg I appreciate every situation is different but was assured that only new customers would receive a new hub p&p free all others would have £6.99 p&p added to the first bill with no compromise and yes I appreciate every penny counts. 

[#6]

Thanks @LaurenB for the update.

However @Gandalf my 2022 CPI+ price change email says my increase will be £4.04 which sounds like CPI+3.9% on top of the full price and not the discounted price I should be paying after the fixes

[#7]

I still have this issue that the CPI increase email I've just received says my increase will be £4.04 instead of what I'd expected after the renewal discount was applied.

[#8]

Hiya @jwsg, thanks for getting back to us. I'm sorry for the concern caused by the email.

I have picked up and replied to the ticket that is open; this has likely occurred due to when the discounts were applied and our system should automatically correct this however, just to be sure I will place the ticket on hold so that I can make manual adjustments after the 31st if needed for you.

[#9]

Many thanks @LaurenB for replying and updating the ticket. As suggested I'll wait until the increase is applied and check again.

[#10]

Thanks for getting back to me, the ticket is in my personal ownership, so I'll check this for you and take the steps that needed (if they are needed)