Renewed but EE have charged me the increased amount

[starnett]

Hi,

I've just come out of contract and contacted EE just before this to discuss options. I was going to leave but they convinced me to stay on a new deal. He told me it was a new customer deal and that my old service would terminate, new service begins tomorrow, with new updated equipment sent too.

Just received this month's bill and it should be £58.50 (Full Fibre Max gigabit internet plus smart WiFi), but I've been charged the out of contract price of £81.70.

I can see a bill next month which drops to the correct price. Has anyone else has this happen? I wasn't expecting to pay that much this month after agreeing to stay with them so didn't think I'd be charged the extra increases price.

Just think it's a poor way to reward loyalty really.

Thanks

Andy

[XRaySpeX]

@starnett : Which EE BB plan were you on before including its speed? 

[Mustrum]

@starnett    you don't say when or give any date information, however billing goes in cycles, and changes are not instant.

You can either wait until you get the next bill to see if an adjustment has been made, or give customer services a call to discuss.

[JimM11]

@starnett Your bill will have a breakdown off charges, does it show that or just straight Broadband Package Price, you may have had delivery charges etc, but it all should be on the bill. Sometimes also just a paper exercise, and they may only take as you expect the 58.50 with EE you just never know.

[Peter_W · Accepted solution]

Good morning @starnett, welcome to the EE Community 😊

Like @Mustrum mentioned, your bill will cover a fixed period, so there's a chance that the period covered under this recent bill will land before you switched over to the new package.

The fact the pending bill for next month is showing at the correct price is definitely a good sign, though. 

So you can be absolutely sure on this though, it's definitely best to reach out to our customer care team, and they'll be able to give you a full breakdown of what exactly is happening here. 
Peter