Hello,
I am reaching out regarding my broadband contract transition. My BT broadband contract expired on 22 January 2025, and I had called BT on 10 December 2024 to accept a new offer. At that time, the BT agent informed me that the new contract would take effect on 12 December 2024.
However, despite this confirmation, there was no update on the contract switch, even after my previous contract expired. Meanwhile, I was charged at the out-of-contract rate. I initially assumed this was a simple internal processing delay, but when I followed up, BT checked the status and eventually arranged for the new EE contract to start on 7 February 2025.
As of now, I have been charged via direct debit, but I am unable to access my bill under my account. Could you please clarify how the transition billing and any applicable credits will be handled?
I appreciate your assistance in resolving this matter.
Thank you
Kind regards,
Victor.
