Broadband and sports package price increase

[Triigger25]

Hi

I was expecting my in contract broadband and sports package to increase by £5.00 as per a recent email. I now know that for someone unexplainable reason it is rising by £8.71. My original monthly charges were £75.27 and the new charges £80.27. On speaking with an agent I was told that the increase was a pro rata increase based on 8 days of the old price and the rest of the billing period at the new rate. 

 Part broadband month charge:
› Credit of -£39.32 for your old price you paid in advance (£52.99/month)
› Charge of £41.54 for your new price from 31 Mar (£55.99/month)

Sport £1.49
› Credit of -£17.06 for your old price you paid in advance (£23.00/month)
› Charge of £18.55 for your new price from 31 Mar (£25.00/month)

Surely if the rise is pro rata the increase should have been below the new monthly charge of £80.27 not above it, can anyone explain this reason as the agent I spoke to didn't seem to know why.

[Northerner]

Hi @Triigger25 

There is no account access on these forums and therefore nobody knows your individual circumstances.

I would suggest speaking to another agent for clarification. 

Thanks 

[Ali_A]

Hi @Triigger25 

Your bills are generated to cover the month ahead, so this months bill will be the new price. 

However, as the increase took place part way through last billing month, after last months bill had already been generated, the extra on this bill is to cover the backdated increase. 

There is a very helpful video which explains this beakdown, with an example, at Understanding your EE bill after an upgrade

Although the video talks about mobile phones rather than broadband, the explanation is still the same. 

Hope this helps! 

Ali 

[XRaySpeX · Accepted solution]

In this month's bill you are charged next month's fees in advance, as is normal. In your case next month's fees are the new charges, £80.99. Had those new charges started on this month's billing date, that would've been the end of the matter. 

But they didn't. They started 23 days before this month's billing date (or 8 days after last month's billing date). But you had already paid in advance for these 23 days at the old rate. So you now need to make up for those 23 days at the new rate by being charged in this month's bill these extra fees for that part of this month. These will amount to (£80.99 - £75.99) x 23 / 31 = £3.71 bringing this month's bill to a total of £84.70

 Next month's bill & thereafter will be just £80.99, being less than this month's bill due to that backdating of arrears for 23 days..

[Triigger25]

Hi XRaySpeX

Thanks, yes I know what the theory behind the method of working out pro rata for 8 days old and the rest of the month at the new rate but what the agent did not understand was that 8 days at the old rate added to the rest of the month should have come to less than £80.27 (my new rate per month), not more.

No one can explain that to me successfully why it is more, unless I get a refund to my bank alongside the new charge when the direct debit occurs on the 1st May.

Thanks

Trigger

[Chris_S]

Hi @Triigger25 

I'd recommend giving us a call and speaking to one of our guides, who can take some details to get access to your account, and then give you a full bill breakdown.

Chris S

[XRaySpeX]

You obviously don't! It's charging for the latter 23 days of this month at the new rate instead of the old rate, in addition to the whole of next month that makes this month's bill higher than your new rate per month, £80.27, as I've just demonstrated with great effort.

[Triigger25]

Thanks, I can now see your point.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.