There's no doubt about it  getting proper fibre broadband on Alston Moor has been a game changer. First we had Cybermoor, then for some people in the built up areas - BT. 

For years, many of us up here put up with painfully slow connections, buffering screens, and the kind of internet speeds that made working from home feel like a punishment. So when Fibrus arrived offering Full Fibre 500, plenty of us jumped at the chance. And the service itself? It's been fantastic.

But there's a problem. And if you've signed up to Fibrus recently, you might have hit the same one. The bills don't seem to match what we were sold.

Here's what happened. I signed up in mid-January for the Full Fibre 500 Total Home Wi-Fi package. The deal was clear: three months of free broadband, then £24.99 a month after that, plus £9.99 a month for Fibrus Talk. The contract summary backs this up — it's right there in black and white. Total monthly price: £34.98 once the free period ends. So far, so good. Then the bills arrived.

The February bill came in at £18.05. Already a head-scratcher, because during the free broadband period you'd expect to pay just the £9.99 phone charge. Looking more closely, the bill shows a base broadband price of £49.99 — not the £24.99 on the contract — with two separate discounts applied to bring it back down. On top of that, there are two Fibrus Talk charges on the same bill: one prorated from late January and a full month on top. It's not the end of the world, but it's confusing, and it certainly doesn't feel like what was agreed. The March bill is £9.99, which on the surface looks about right for the phone-only charge during the free period. But again, it lists the broadband at £49.99 with discounts stacked on top to zero it out. Why not just show the agreed price?

Now, I want to be fair. It's possible there's a perfectly reasonable explanation. Maybe it's just how their billing system works. Maybe the numbers will all add up in the end. But here's the thing — bills should be clear.

When you sign a contract that says £24.99 a month and your bill says £49.99 minus a load of discounts, that doesn't feel right. And when you get charged twice for your phone line in one month, it makes you wonder what else might slip through.

This isn't just a Fibrus thing either.

It happens across the board — energy companies, mobile providers, insurance firms. Small overcharges, confusing layouts, mysterious fees. Most of the time, companies get away with it because people don't know where to start with a complaint. You look at the bill, feel confused, maybe a bit annoyed, and then life gets in the way and you move on. That's exactly what they're counting on.

So here's my question to the rest of Alston Moor: has anyone else had a similar experience with their Fibrus bills? Have your charges matched up with what you were told when you signed up? I'd love to hear from you, because if this is a pattern, it's worth talking about — and it's definitely worth doing something about. And that brings me to the good news. If your bill doesn't match what you were sold — whether it's Fibrus or anyone else — you don't have to just put up with it.

We've created a free prompt on Prompt Toolbox called "Complain About a Bill That Doesn't Match What You Were Sold."

It's designed to help you write a firm, polite complaint letter or email in minutes, even if you've never written one before. All you do is fill in a few details — who the provider is, what you were quoted, what you've actually been charged, and how you signed up — and the prompt does the rest. It helps you lay out your case clearly, reference the right details, and ask for a proper written response. No jargon, no stress, no staring at a blank screen wondering where to begin. You can find it at prompttoolbox.co.uk and it's completely free to use.

We're a small community up here on the Moor, and we look out for each other. If you've been overcharged or your bill just doesn't look right, don't let it slide. Use the prompt, send the complaint, and make sure you're paying what you actually agreed to. And if you know someone else on the Moor who's been grumbling about their Fibrus bill — share this with them.

Sometimes all it takes is knowing that someone else has had the same problem to give you the push to sort it out. You deserve to pay what you were promised. Let's make sure that happens.

When I did my own prompt this was what came back - impressive or what!!..............

Subject: Formal Complaint: Incorrect Billing and Breach of Agreed Promotional Offer - Account [Your Account Number]

Dear Fibrus Complaints Team,

I am writing to formally complain regarding the billing on my account. I signed up for Fibrus broadband and phone services on January 15, 2026, following a visit from a female sales representative at my home.

The Agreed Terms

During the sale, I was explicitly promised a promotional deal consisting of:

I have a confirmation PDF that clearly outlines these prices and terms, which I have attached to this email for your reference.

The Discrepancy

Despite the "3 months free" agreement, I have already been issued two separate bills: one for £9+ and a second for £18+. Not only do these charges contradict the promised free period, but the amounts themselves do not align with the monthly rates I agreed to.

Required Resolution

I find it disappointing that my first experience as a customer has involved such significant billing errors. I request that you:

  1. Honour the original agreement as stated in my confirmation document.

  2. Apply the 3-month free period to my account immediately and credit back any unauthorized charges already taken.

  3. Ensure all future billing reflects the agreed-upon total of £34.98 per month once the free period concludes.

I look forward to receiving a written response acknowledging this error and confirming the corrections within 10 working days. I am confident this is a simple administrative oversight that can be resolved promptly.

Yours sincerely,

[Your Name] [Your Address] [Your Phone Number]

Editors Note: Turns out on this occasion it was the really crap way the bill was laid out with no explanations of the discounts already applied but not on the bill.