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extra charges on phone bill

  • November 20, 2024
  • 5 replies
  • 242 views

Hello,

Back in October I upgraded my phone contract to unlimited data as I had just moved into a new build without any wifi and require this for work. On the app it said this would increase my monthly payment to £51.99, which I agreed to. However I have just been charged £82.77 and it is not clear on the bill where this extra charge has come from, so I would like an explanation for this please. I have not been abroad and have not done anything different to previous months.

I also, if possible would like to return to my original phone contract with 40 GB of data as I now have wifi installed but there is no option to do so on the app.

Thank you

5 replies

Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 8352 replies
  • November 20, 2024

Hi ​@UsernameES 

 

I’d recommend the following to see the explanation for one time higher bill;

 

 

You’d like to return the original phone contract or revert your upgrade back to what it was previously?

 

I’m not sure what you mean by you have Wi-Fi installed, Wi-Fi is typically “installed” on all devices by default.

 

Tom


  • Author
  • New
 Contributor
  • 1 reply
  • November 20, 2024

I have had wifi installed in my home so I no longer need unlimited data to work from home, I would like to downgrade my contract to what it was before. It was higher in October too so there is no reason for it to be higher again this month with 0 explanation on the bill.


Daz_S
Gold Contributor
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  • Gold Contributor
  • 1627 replies
  • November 20, 2024

<if I may>

You moved and had to wait on the internet infrastructure/services to be completed, then had to wait for the router to go live and therefore had Wi-Fi from that router and thus had a connection to the www.

But whilst waiting you had to use your phones data to carry on with work duties.

 

Anyhoo, ​@UsernameES  if you download the bill and read every page, does it not say anywhere that you exceeded an allowance?


Daz_S
Gold Contributor
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  • Gold Contributor
  • 1627 replies
  • November 20, 2024

Okay, something funky going off either with my connection or these forums

Went to edit and the page crashed. I couldn’t get it back.

CDbException

CDbConnection failed to open the DB connection.

 

Then eventually got a “Sorry this page is currently unavailable We’ll be back shortly. Thank you for your patience

*edit. when I said allowance, I meant like any charges outside of your unlimited plan - ie premium rate texts or certain UK phone numbers that can be free with other mobile providers but not necessarily with iD.


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 8352 replies
  • November 20, 2024

Hi ​@UsernameES 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

 

We’ll see you there. 

 

Tom