I thought I would save some money BUT I was wrong

[At a loss]

Originally Posted by danielf

I think I may have had something similar (this was Notts). I gave my 30 days notice late August, and cancelled the Direct Debit for BB half way through September. I recently received a bill for the BB charges for September. But, since Broadband is billed in advance, I had already paid this early in September.

I spoke to customer services, and ended up getting the amount 'waived'. The lady had some story about it depending on when you cancelled, but I did not understand what she was on about. If it's been paid in advance, you can't charge it a second time. Likewise, if you downgrade your service, the bill shouldn't rise. I would not be surprised if you are being billed twice as well.

Edit: They also tried to charge me for 1-5 Oct...

Basically my problem stems from me downgrading my internet connection to the next step down to lower the bill for the next few months but my bill jumped to £53.94 and I still had services that I had cancelled?(broadband plus).
I was told that my bill would go down to the £24.99 the next month but its like first you pay more for less ?

[danielf]

Originally Posted by At a loss

Basically my problem stems from me downgrading my internet connection to the next step down to lower the bill for the next few months but my bill jumped to £53.94 and I still had services that I had cancelled?(broadband plus).
I was told that my bill would go down to the £24.99 the next month but its like first you pay more for less ?

How exactly is your bill made up? Are they trying to charge you in arrears for a service you have paid in advance? Are they charging you for 2 services when you had only one?

[At a loss]

Originally Posted by danielf

How exactly is your bill made up? Are they trying to charge you in arrears for a service you have paid in advance? Are they charging you for 2 services when you had only one?

Basically I started off quite some time ago on the 600k broadband of which if I remember correctly I paid a month in front (Pro rota thingy), then I moved onto the 1 meg broadband of which the speed increase took place with in a couple of hours. This was then increased to the 1.5 meg connection. which I have been using.
But to financial reasons I need to down grade until april 2005 to the 750k connection of which the connection degrade in speed terms took about a week.
At the same time I called for the decrease in the connection speed I cancelled broadband plus has no one in this house was using it after I signed up for the free 1 month trial. (This was cancelled in the second week of the trial period).

So basically I was expecting a bill for the 750k service only since the phone is billed separtly and I got billed for broadband plus and the pro rota thingy (a month and a month in advance for the 750k) when I was already in front in billing terms for the 1.5 meg which the speed decreased to the 750k after a week when I should have been still on the 1.5 meg connection speed for another month has I have paid in advance.

So my services at the moment should only be the 750k broadband and the phone line and nothing else.

[orangebird]

Originally Posted by At a loss

Basically I started off quite some time ago on the 600k broadband of which if I remember correctly I paid a month in front (Pro rota thingy), then I moved onto the 1 meg broadband of which the speed increase took place with in a couple of hours. This was then increased to the 1.5 meg connection. which I have been using.
But to financial reasons I need to down grade until april 2005 to the 750k connection of which the connection degrade in speed terms took about a week.
At the same time I called for the decrease in the connection speed I cancelled broadband plus has no one in this house was using it after I signed up for the free 1 month trial. (This was cancelled in the second week of the trial period).

So basically I was expecting a bill for the 750k service only since the phone is billed separtly and I got billed for broadband plus and the pro rota thingy (a month and a month in advance for the 750k) when I was already in front in billing terms for the 1.5 meg which the speed decreased to the 750k after a week when I should have been still on the 1.5 meg connection speed for another month has I have paid in advance.

So my services at the moment should only be the 750k broadband and the phone line and nothing else.

I believe there's a 30 notice period for changing tier? If so, then you should pay the pro-rata thingy, but you should've also been receiving the original speed until that 30 day period was over...

[scrotnig]

Originally Posted by orangebird

I believe there's a 30 notice period for changing tier? If so, then you should pay the pro-rata thingy, but you should've also been receiving the original speed until that 30 day period was over...

I think you can change tier immediately, but can only do it once in any 30 day period.

[orangebird]

Originally Posted by Mark B

I think you can change tier immediately, but can only do it once in any 30 day period.

Ah, ok then.

[SMHarman]

Originally Posted by Mark B

I think you can change tier immediately, but can only do it once in any 30 day period.

Thats my understanding (as a consumer - not an ee) too.

[scrotnig]

Originally Posted by At a loss

Basically I started off quite some time ago on the 600k broadband of which if I remember correctly I paid a month in front (Pro rota thingy), then I moved onto the 1 meg broadband of which the speed increase took place with in a couple of hours. This was then increased to the 1.5 meg connection. which I have been using.
But to financial reasons I need to down grade until april 2005 to the 750k connection of which the connection degrade in speed terms took about a week.
At the same time I called for the decrease in the connection speed I cancelled broadband plus has no one in this house was using it after I signed up for the free 1 month trial. (This was cancelled in the second week of the trial period).

So basically I was expecting a bill for the 750k service only since the phone is billed separtly and I got billed for broadband plus and the pro rota thingy (a month and a month in advance for the 750k) when I was already in front in billing terms for the 1.5 meg which the speed decreased to the 750k after a week when I should have been still on the 1.5 meg connection speed for another month has I have paid in advance.

So my services at the moment should only be the 750k broadband and the phone line and nothing else.

Ok there's always much confusion about pro rata billing.

Let's say you are billed on 10th August for 1 month in advance at 1.5mb.

If, on the 12 August, you call and downgrade to 750k, your speed will change pretty much straight away, even though you have paid a month in advance at the higher speed.

When your next bill arrives, you will find that it has been adjusted 'pro rata', so that your charges from 12th August-9th September for 1.5mb would be refunded, and replaced by charges for the same period for 750k. You'd then also have a month in advance 10th September-9th December for 750k.

You're clearly on a cable modem if you're getting email notifications. It sounds as though, for starters, you need paper bills, as these will tell you exactly what dates the charges refer to and what they are for. PM me your details and I'll arrange this on Tuesday when I'm next in.

At the same time I'll also have a look at your account and see if what you have been told has been done has actually been done.

[At a loss]

Originally Posted by orangebird

I believe there's a 30 notice period for changing tier? If so, then you should pay the pro-rata thingy, but you should've also been receiving the original speed until that 30 day period was over...

True but a week after calling for the down grade my speed dropped

http://www.adslguide.org.uk/tools/speedtest.asp

Downstream697 Kbps (87.1 KB/sec)752 Kbps (inc. overheads)Upstream122 Kbps (15.3 KB/sec)131 Kbps (inc. overheads)

[At a loss]

Mark B before I PM you any details of my account/numbers you would have to confirm that you are an employee of NTL has you profile does not confirm this.

[paulyoung666]

Originally Posted by At a loss

Mark B before I PM you any details of my account/numbers you would have to confirm that you are an employee of NTL has you profile does not confirm this.

oh what a sensible post , you cant be to careful


but are you prepared to take his say so or would you rather a mod confirmed it

[ian@huth]

Originally Posted by danielf

I think I may have had something similar (this was Notts). I gave my 30 days notice late August, and cancelled the Direct Debit for BB half way through September. I recently received a bill for the BB charges for September. But, since Broadband is billed in advance, I had already paid this early in September.

I spoke to customer services, and ended up getting the amount 'waived'. The lady had some story about it depending on when you cancelled, but I did not understand what she was on about. If it's been paid in advance, you can't charge it a second time. Likewise, if you downgrade your service, the bill shouldn't rise. I would not be surprised if you are being billed twice as well.

Edit: They also tried to charge me for 1-5 Oct...

As you can see I am in Nottinghamshire and my broadband is charged in arrears.

Mark B is a NTL employee .

[danielf]

Originally Posted by ianathuth

As you can see I am in Nottinghamshire and my broadband is charged in arrears.

That would explain it, but that is not what the lady I spoke to said (and she did not deny it was charged in advance). I don't have the old bills to go through anymore, so I can't check, but I was convinced I paid in advance.

Anyway, she did waive the charge, so I'm not paying it.

[At a loss]

Originally Posted by paulyoung666

oh what a sensible post , you cant be to careful


but are you prepared to take his say so or would you rather a mod confirmed it

I prefer a mod to confirm has I will not give details of account details to any one else.

[At a loss]

Originally Posted by ianathuth

As you can see I am in Nottinghamshire and my broadband is charged in arrears.

Mark B is a NTL employee .

I have always been told that I am paying a month in advance by the CS team.

(Nice place Huthwaite I was born and grow up there )