Billing totally messed up for broadband!!

[IanGuy]

I ordered broadband 150k service in december which was free installation, free cable modem and 1 month free.

Upon seeing my bill, i was charged £10 for installation, £17.99 TWICE!!!

I rang customer services complaining about this numerous times, and they all said it was fine BLATANTLY NOT!!

I finally got through to someone with sense, he said he would deal with the matter personally and give an extra 3 months free for my hassle. Fair enough something did get done about this - a refund of £64 :s And then on the next page charged 2 months of £17.99 again!!

They're refunding money on one page and taking it off me from the other!! Whats is up with this?! If there is a CS person here could you please PM me - something really needs to be done about this.

[Chris W]

i think on the first bill you should pay for two months anyway, because you pay for the month that has just passed and pay for the next one in advanced. I am pretty sure that this is the case, but i don't work for CS so can't be 100% sure.

[Derek]

What region are you in?

[IanGuy]

Cardiff, it was supposed to be 1 month free. Bare in mind i have had 2 bills. the first bill had 2 months on it charged and the second bill i was charged also.

[Derek]

OK if you want to PM me your account number I'll have a look into this for you.

[Neil]

Originally Posted by dezzo

OK if you want to PM me your account number I'll have a look into this for you.

I can vouch for Dezzo working for ntl Ian.

IanBoy, I have removed your e-mail address from your above post. We strongly advise members not to post their e-mail address on the forums. Thanks.

[Neil]

Originally Posted by Mick

IanBoy, I have removed your e-mail address from your above post. We strongly advise members not to post their e-mail address on the forums. Thanks.

Whoops.

[gavnad]

can i just add to this that there is no sacm package that does not bill from day 1

if you are promised months free and a credit is not added immediately its highly unlikely that you will not be charged for your initial subscriptions

this sounds suspiciously like its double billing which is a common problem and can only be fixed by the operations team no point in just adding credits month after month

[ian@huth]

My SACM is billed in arrears.

[Neil]

Originally Posted by ianathuth

My SACM is billed in arrears.

It wouldn't have been at the very beginning though Ian, they bill 'pro rata'.

[GazzaB]

Originally Posted by Neil

It wouldn't have been at the very beginning though Ian, they bill 'pro rata'.

ianathuth is right, He is on cablemaster billing Neil not SABS so he is billed in arrears for his modem at the moment.

[Neil]

Originally Posted by GazzaB

ianathuth is right, He is on cablemaster billing Neil not SABS so he is billed in arrears for his modem at the moment.

But would he not have been billed pro rata following his installation?

[GazzaB]

Originally Posted by Neil

But would he not have been billed pro rata following his installation?

Neil he would have been billed for part of the month depending on when he was installed upto the biiling date, then monthly thereafter in arrears. It's one of the few services on cablemaster which bills in arrears, most things are in advance.
Ianguy would be paying in advance in his area I think.
Adding to the confussion!!! :o
I tell thee!

[Neil]

Originally Posted by GazzaB

Neil he would have been billed for part of the month depending on when he was installed upto the biiling date, then monthly thereafter in arrears. It's one of the few services on cablemaster which bills in arrears, most things are in advance.
Ianguy would be paying in advance in his area I think.
Adding to the confussion!!! :o
I tell thee!

Ok-I'll bow to your superior knowledge.