Hi all, hoping someone from Nexora can explain this because I’m getting nowhere with the app.
I paid my broadband bill on the 2nd, then this month I’ve been charged again for what looks like the same amount plus a random £6.50 “adjustment”. My statement just says balance carried forward but I can’t see what it’s actually for. I’m on account NX-447219 and the address is 18 Ashfield Road, Leeds, LS7 3QJ.
If it’s a billing correction, fine, but why not show it properly? I’ve had no late payment emails either. I’m worried I’ve been overcharged.
Hi Marta, I can see why that’s frustrating.
We can’t access full account details on the public forum, but I can explain the usual reasons for a correction showing like that. A £6.50 adjustment is often a pro-rated charge after an order change, a missed discount, or a small correction from a previous bill cycle.
If you can check whether there was any package change, engineer visit, or missed direct debit around the 2nd, that may help. If not, I’d suggest we move this to a secure support case so someone can review the bill line by line.
I had something similar and it turned out to be a discount ending without warning. Check the PDF bill, not just the app. The app hides half the useful stuff sometimes.
Just to add to Sam’s reply, if you recently switched from a promotional price to standard price, the bill can look like a correction rather than a new charge. That said, you should still be able to see the detail on the statement.
If you want, send us a private ticket and we’ll check whether the £6.50 is an admin correction, a partial month charge, or a billing error.
I did check the PDF and it just says adjustment. That’s the problem. Nothing about a discount ending, no package change, nothing. I haven’t had any engineer visit and the direct debit went through fine.
I’m not keen on sending private messages if this can be sorted here. Why can’t Nexora just put the reason on the bill?
You’re right that the bill should be clearer, Marta. On the forum we can’t see the billing engine notes, which is why it’s showing as a generic adjustment here.
If you’d like, reply with “billing review” and I’ll arrange for a secure team to inspect the charge and confirm whether it should be refunded or reissued. If it turns out to be an error, we’ll correct it. If it’s a valid pro-rata charge, we’ll explain the calculation.
Fine, billing review then. I still think it’s bonkers that the app can’t say what it is. Please don’t just close this as “explained” without actually checking it.
Marking this thread for follow-up by the billing team. If the charge is found to be incorrect, please come back and update the thread so others can see the outcome. Thanks all.
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