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runwin42
Mentor

Monthly subscription keeps changing

In the last 6 months my Broadband subscription debited from my account has changed 3 times. None of the possible reasons in the 'Help' documentation apply. Any ideas what is going on?

- No payments missed

- No landline used

- Payment date not changed

- No membership changed

 

1 ACCEPTED SOLUTION
gavs82008
Legend 5
Legend 5

@runwin42 

So I can workout two of your increases.

  1. Your 12 month discounted rate came to an end
  2. There was a price increase in July as per the link

https://help.nowtv.com/article/changes-to-your-broadband-membership

Best is to call the broadband team. Staff don't reply on here. See this link for explanation of the forum.
https://community.nowtv.com/t5/help/faqpage/title/what-is-community-for

For the call centre information you want to be signed in.
https://help.nowtv.com/get-in-touch/now-broadband-calls/renewing-my-contract

FYI that I do not work for NOW, just a NOW customer trying to help

View solution in original post

6 REPLIES 6
gavs82008
Legend 5
Legend 5

@runwin42 

So I can workout two of your increases.

  1. Your 12 month discounted rate came to an end
  2. There was a price increase in July as per the link

https://help.nowtv.com/article/changes-to-your-broadband-membership

Best is to call the broadband team. Staff don't reply on here. See this link for explanation of the forum.
https://community.nowtv.com/t5/help/faqpage/title/what-is-community-for

For the call centre information you want to be signed in.
https://help.nowtv.com/get-in-touch/now-broadband-calls/renewing-my-contract

FYI that I do not work for NOW, just a NOW customer trying to help
RoyB
Legend

@runwin42 @gavs82008 

I can maybe work out the third - the discounted rate has two separate discount components, which expire a month apart.

That’s the best guess I can make without dates and amounts.

Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
runwin42
Mentor

@RoyB Thank you for your help. I will take it up with 'Billing' as there seems to be no correlation between the amounts. They started 27th July 2023 at 21 > 22 > 21 > 21 > 21 > 26.50 > 21.50 and February going to be 21 again. Confused! 🙂

chilli2
Elite

How much should your standard bill be?

Have you checked to see if any phone calls have been made over the landline?

 While you say you dont use the landline for voice calls, only internet access it has not been unknown for spurious calls to appear on people bills, sometimes these calls may not even come from your property, but from openreach engineers "testing" the line/checking the lines calling the speaking clock at 50p a shot

stick this into google "openreach engineer called 123" and you will find plenty of occurrences of this

runwin42
Mentor

@chilli2 You are spot on.

Customer Support replied within 24 hours and all the unexpected costs were due to landline calls. Impressed with the speed of response and how they dealt with my 'complaint'. Entirely my own fault. Now to find out who in the family are using that line. They all have their own mobiles with unlimited calls! 

Also thanks to this community for their advice and clarifications.

chilli2
Elite

Before you ask who has been using the line take a look at the call log / call history

from this link: https://www.nowtv.com/gb/account/summary

go to my payments drop down at the top and bills and payments

then under recent payments , click broadband and calls then calls usage the "view call details" and from there you should see a list of any calls during that period and  any associated cost, you can also access another drop down for each call that will tell you where the call was placed to

 

If you do not have a phone plugged in then there is a chance it could be the open reach engineer to the speaking clock (123) issue