Hi all, I’m hoping someone can explain this because I’m getting nowhere on chat.
I moved house last month and rang Nexora to cancel my broadband at the old address. I was told there’d be an early termination fee because I still had 6 months left on the contract, fair enough, but the amount on my final bill is way higher than what I was expecting.
I was quoted around £86 on the phone, but the bill shows £141.72. I didn’t add anything extra and the router was sent back using the returns bag. Can anyone tell me if that sounds right? I feel like I’m being charged for time after I’d already asked to cancel.
Hi MiaB87, I can understand why that looks confusing.
Early termination charges are usually based on the remaining contract term, less any monthly service discounts and any notice period charges, so the final amount can differ from an estimate if the cancellation date changed or if the bill includes line rental up to the cut-off date.
If you’d like, send me the approximate cancellation date and the date you first contacted us, and I can explain what would normally be included. I can’t promise a refund here, but I can help check whether the bill is being applied correctly.
Mine was similar, mate. The first estimate I got was miles off because they counted the discount I had on the package. Not saying that’s definitely it here, just worth checking the bill lines rather than the headline total.
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