Broadband Direct Debit-should I be billed?

[robf]

I moved house in October last year and was forced to switch from STB Broadband to a Cable Modem. They explained that they no longer supported new accounts with STB Broadband and that from now on my Broadband would be billed on a separate system to the Phone/TV

However - after a nightmare BB install that dragged on well over a month and saw several official complaints from myself ending in a call from a Sue Roberts in customer care - it seems that the Direct Debit for the BB is now coming out of my account on the 19th of every month, but I'm not being sent a bill.

Is this normal? I thought that they have to send you a bill under the Direct Debit Guarantee? How do I get my bills sent to me?

(NB - the TV/Phone bill is arriving as normal)

[tabatha]

I THINK you will find that no-one gets a bill for their BB, with a stand-alone modem..

I certainly do not..

As explained to me....it is a fixed ammount so no bill is sent..unlike the phone which can, obviously vary every month.

The DD guarantee only covers reimbursement if money is wrongly taken, and you are still covered by it...

[lostandconfused]

also if one is sent it would be sent via email to the primary adress on the account unless asked for a printed one

[Musicman]

Originally Posted by tabatha

I THINK you will find that no-one gets a bill for their BB, with a stand-alone modem..

I certainly do not..

As explained to me....it is a fixed ammount so no bill is sent..unlike the phone which can, obviously vary every month.

Well I have received a bill upto the end of last year for my BB, along with a sepearate bill for my phone and I have a SACM.

this seems to vary with where you live - I pay by direct debit & get one bill for phone, Tv & broadband

[Delta Whiskey]

Originally Posted by homealone

this seems to vary with where you live - I pay by direct debit & get one bill for phone, Tv & broadband

So do I, I thought that was the usual way.

DW

[robf]

Thanks for the replies - I don't get an email bill OR a printed bill. This could be interesting as I'm meant to ring up after 6 months to renew my cheap deal.

With my experience of customer services I imagine this will be a nightmare, especially as I don't have a bill with an account reference on it

[1coolgran]

i to recieve bill by e mail set up dd but still have no idea of payment date shoddy service

[Chris W]

A phone call by you, and then a tick in the right place by them can make a printed bill be dispatched to you every month.

---------- Post added at 23:30 ---------- Previous post was at 23:29 ----------

Originally Posted by 1coolgran

i to recieve bill by e mail set up dd but still have no idea of payment date shoddy service

You should be advised on the bottom of your bill that the direct debit will be taken around 14days after the bill is produced.

However, if you weren't advised then now you know

[Justy]

Originally Posted by 1coolgran

i to recieve bill by e mail set up dd but still have no idea of payment date shoddy service

My folks get a bill for all three services (broadband included)... must vary depending on region.

[dcclanuk]

Originally Posted by robf

Thanks for the replies - I don't get an email bill OR a printed bill. This could be interesting as I'm meant to ring up after 6 months to renew my cheap deal.

Same! I stopped receiving the emails sometime last year! and then when the discounts arent applied properly, u only find out when the DD is taken!

[esdxc37]

If you are a Telewest cust then your BB telco and cable services are delivered on the one bill.
If you are an NTL cust your Telco and cable services are sent on one bill with its own account no. Your BB bill has its own account no. which is different from the telco/cable account no.
The BB bill is by default sent to your NTL provided email address but a paper version can be requested with a call to cust care.

[robf]

yup i rang customer services and they claim that i will now get a paper bill