topic Re: More billing questions in Broadband & Landline

Re: More billing questions

Chris_B — Wed, 13 Nov 2024 20:54:18 GMT

@Dennis66 Very unfair in my opinion. It’s not your fault the BB went down. I’ll call customer support to ask why you’ve been charged especially after you no longer have the device. If they say it’s for postage I would argue that you wouldn’t need it if the BB didn’t go down and that was out of your control to start with.

Re: More billing questions

XRaySpeX — Wed, 13 Nov 2024 20:53:47 GMT

No, you shouldn't have been charged for it.

Re: More billing questions

Michael_D — Thu, 14 Nov 2024 09:04:48 GMT

Hi @Dennis66

I'm with @Chris_B and @XRaySpeX on this one, you shouldn't be charged if the broadband was down and it was our guide who then sent out the 4G router as an alternative connection.

If you give our billing guides a call, they'll be able to take a look at the bill for you and see if any credits have been raised already for you returning it, and if not, look at it further for you.

Michael

Re: More billing questions

Dennis66 — Thu, 14 Nov 2024 14:05:28 GMT

Thanks for thr=e replies and the moral support. According to Royal Mail tracking, the returned 4G hub has been delivered yet (after 10 days!), so I'll give a bit of time for the return to be acknowledged and see what happens before I call them.

Re: More billing questions

Michael_D — Thu, 14 Nov 2024 14:34:51 GMT

You are welcome @Dennis66.

Please keep me posted with how it goes.

Michael

Re: More billing questions

Dennis66 — Thu, 14 Nov 2024 14:58:28 GMT

Thanks again,

I've been in contact with EE and it looks like I have to wait for the December billing to find out what I've been charged, if anything.

Fingers crossed.

Re: More billing questions

Katie_B — Thu, 14 Nov 2024 15:25:39 GMT

Thanks so much for keeping us updated @Dennis66.

Katie

Re: More billing questions

Dennis66 — Fri, 20 Dec 2024 06:13:25 GMT

A final update?

After two months, several online chats and a formal complaint, I finally recieved the 'automatic compensation' from EE for the broadband downtime.I was also refunded for the Hybrid Connect which I was forced to contract and then returned , but still kept getting charged for. Very annoying that I had to chase for this, but at least they managed to cancel the rental charge before the December payment came out.

Having said that, I can't see this compensation credit anywhere on My EE online account and my January bill is still showing the Hybrid Connect rental!

So why is My EE always way out of date and doesn't have a running statement of the account balance? Is there anywhere else I can find out how this credit is being applied to my bills?

Re: More billing questions

Peter_W — Fri, 20 Dec 2024 10:55:30 GMT

Good morning @Dennis66, thanks for the update here, and I'm glad to hear that you've managed to make some progress with our team.

Your online account won't show pending credits, but I'm confident that everything will have been applied as promised.

With your most recent bill, are you able to see what date this was produced on?

There's a good chance it would have been generated prior to the point your Hybrid Connect was fully returned.

Peter

Re: More billing questions

Dennis66 — Sat, 21 Dec 2024 06:07:05 GMT

Thanks Pete,

If the online account won't show pending credits, will it be shown on the bills, or will I just not be shown when or how the credit is being applied? Will I even get a bill? I'm sure it will be applied, but how can I keep track of it if I can't see it? Why is EE being so obscure about it?

My most recent bill was generated after the Hybrid was returned, but not before it was fully returned and the contract cancelled. Note to others, simply arranging the return of the Hybrid DOES NOT automatically cancel the contract, you need to do this seperately, probably with a different team.

Anyway, the online account says my next bill in January will still included the Hybrid rental, so I'll have to wait and see what happens.