topic Re: Minus on credit after changing broadband in Account and services

Minus on credit after changing broadband

sunnyday — Tue, 19 Aug 2025 15:28:01 GMT

I recently changed broadband twice within 10 days. After the second change, my account has a negative balance, and so far, it has deducted bills from that credit.

I'm not sure if it's a mistake or if I shouldn't be worried. It's my first time changing broadband in the UK, so I'm not sure if it's because I returned my previous broadband router successfully. Has anyone had something like that?

Re: Minus on credit after changing broadband

JonathanB — Wed, 20 Aug 2025 11:06:22 GMT

Hi @sunnyday,

If I'm following correctly you've taken out 2 different broadband lines on the same account, and returned 1 of these? I can only give general info here as this is our customer forum, so I'm not actually viewing your account/bills, but it sounds like you may have some pro-rata credit back which is helping pay for the 2nd line initially.

Usually this should balance out in the next month, but it may help to check the detailed breakdown of your bills on My3. This may help explain where any credit has come from.

Thanks,
Jonathan

Re: Minus on credit after changing broadband

MichaelP — Thu, 04 Sep 2025 14:04:05 GMT

Hello @sunnyday,

Did the previous clarification help to explain how your balance might be impacted when upgrading? This can happen as you transition from the old billing cycle to the new one.

Please let us know if you still have any billing concerns, and we'll point you in the right direction.

Thanks,
Michael