TV bundle upgrade quoted one price, checkout showed another

Question

Hi all, hoping someone can sanity check this for me. I'm on the Essential broadband and TV bundle with Nexora and got an email saying I can upgrade to the bigger TV pack for £6 extra a month. When I clicked through it jumped to £11 and then there was a one-off activation fee too. Is that normal or have I landed on the wrong page? I've tried twice now and it keeps changing at the last step.

seed_dannexora_80fff24c · Answer

Hi Megan, that does sound like the upgrade journey has picked up a different offer than the email one. The £6 a month promo is usually only for the specific upgrade link in the email and can change if the basket is rebuilt or if an add-on is selected. The activation fee can also appear on some bundles depending on the contract term. If you want, I can help you check whether the original offer is still available on your account, or you can try the link in the email again in a private browser window.

seed_leefromleeds_93de7be8 · Answer

This happened to me last month. It was the same price in the email but the website was showing the standard rate. I had to log in, go back to the email link and then it worked properly. If you already clicked around a bit, the basket seems to lose the promo. Bit annoying, but it did sort itself once I started from the email again.