Broadband bills after cancellation: build a complaint ComReg can follow
Still getting broadband bills after cancelling? Check the end date, charges and provider replies before taking the complaint further.
By TBD · Sources checked · Republic of Ireland
A bill after cancellation may include a final balance, notice-period charge, early termination fee or an error. Check which charge you disagree with and compare it with the confirmed end date. Keep the cancellation request and provider's reply together.
What you need to know
ComReg says consumers should first complain through the provider’s complaints process. Its current guidance requires a complaint acknowledgement and reference, and a complaint response within 10 working days. ComReg may assist in specified circumstances, including missing responses or dissatisfaction with the response. The provider’s contract and complaint record remain important.
Read the official sources below for the detail and current procedure.
Documents and details to keep
- Cancellation request, acknowledgement and stated service end date.
- Bills showing each disputed charge and a clear total.
- Contract terms, equipment-return evidence and existing complaint references.
What to do first
Label the message a formal complaint and ask for a reference. List the charges you dispute, acknowledge any amount you accept and request an explanation of the contractual basis for the remainder. Do not assume cancelling a direct debit cancels a contract. Ask how the account will be handled while the dispute is reviewed, without claiming collections must automatically stop.
A fictional example
In this fictional example, a provider confirms that service ended in June but bills for July and August. The customer quotes the confirmed end date and asks about those two charges. The example does not report a refund or regulator decision.
What you could write
Adapt only if accurate for your facts. This is not a court document or formal statutory notice.
Please treat this as a formal complaint and provide a complaint reference. Your confirmation states that service ended on 30 June, but the attached bills include later service charges. Please explain those entries and correct any billing error in writing.
How TBD can help
TBD can help you put the dates and charges into a clear message. We are not ComReg and cannot make the provider cancel a charge. If you ask us to contact it, we need your approval and must follow the provider's authorisation requirements.
If the first letter does not resolve it
Use ComReg’s current consumer-care guidance if the provider’s process does not resolve the issue. Keep the first complaint date and response. If you receive actual court documents, obtain appropriate advice instead of treating them as another customer-service email.