topic Re: Missing PDF Bills in My Account/Billing

Missing PDF Bills

Bananas25 — Thu, 23 Sep 2021 22:00:24 GMT

Hi,

I am hoping a technical Plusnet person can help me.

Due to Coronavirus and very poor Plusnet Broadband signal, I was not able to download most of my bills from Jan 20 to Jun 20. But now my Broadband has improved slightly I can no longer access them to download for my own records. I would be very grateful if you could please email me my bills for that time period. Thank you in anticipation.

Re: Missing PDF Bills

pjmarsh — Fri, 24 Sep 2021 08:09:12 GMT

Plusnet only keep old bills for 15 months, after that they are deleted, so I don't think you'd be able to get them now,

Re: Missing PDF Bills

Gandalf — Fri, 24 Sep 2021 09:08:54 GMT

Thanks for your post @Bananas25 and welcome to our Community Forums.

I'm sorry to see you've had issues with your connection and you couldn't viewed your bills as a result.

I'm afraid that @pjmarsh is correct in that we only keep bills for the last 15 months, so there's unfortunately no way we'd be able to get them to you.

Let me know if you need any help with getting to the bottom of the remaining issues with your broadband.

Re: Missing PDF Bills

corringham — Fri, 24 Sep 2021 11:13:34 GMT

I thought that businesses have to keep records including invoices for at least 6 years after the end of the accounting period?

I realise they may not be immediately available to customers, but they should be there.

Re: Missing PDF Bills

Gandalf — Fri, 24 Sep 2021 11:48:43 GMT

I've asked a colleague in our billing team and I'll post back when I know more next week.

Previous conversations I've had though have alluded to the fact we don't keep bills older than 15 months in any way.

Re: Missing PDF Bills

Bananas25 — Fri, 24 Sep 2021 15:16:07 GMT

Hi, Thanks for everyones input - much appreciated.

@Gandalf

I have scoured my computer and have found the bills for bill dates of 26/01/20, 26/02/20 and 26/05/20. The bill date of 26/06/20 is still available online - so I am really only missing bill dates of 26/03/20 and 26/04/20. If I could have these bills in any format pdf, hardcopy etc I would be very grateful. As a previous poster said they thought it is a legal requirement to keep invoices etc for 6 years in some form and I know I had to that in my business too. So I hope the bills for the 2 months 26/03/20 and 26/04/20 can be retrieved please.

Re: Missing PDF Bills

Gandalf — Fri, 24 Sep 2021 15:19:44 GMT

Thanks for getting back to me @Bananas25

No problem, I'll see what I can do but I can't make a guarantee it's possible.

Re: Missing PDF Bills

Bananas25 — Fri, 24 Sep 2021 15:22:18 GMT

@Gandalf

Thank you - it's much appreciated.

Re: Missing PDF Bills

Gandalf — Mon, 27 Sep 2021 09:16:34 GMT

No problem @Bananas25

I've discussed this with a colleague from our billing team and it turns out we do keep bills older than 15 months but not in PDF format. We keep them as raw data in our billing engine we've lifted for you and attached onto a ticket via your account Here as an Excel spreadsheet. Let me know if you need help understanding any of it.

If you need a summary of payments made or itemised call charges, let me know as we'll be happy to get these for you too.

Re: Missing PDF Bills

Bananas25 — Mon, 27 Sep 2021 21:05:54 GMT

Hi,

Thank you for your help and for finding the raw data. I am having trouble with opening the .xlsx file since I am using Excel 2003. Would it be possible for you to attach the info in a .xls format please? Also I would like the summary of payements and itemised charges please too.

Thank you.

Re: Missing PDF Bills

Strat — Mon, 27 Sep 2021 21:12:16 GMT

Microsoft have available for download an xlxs file reader.

Re: Missing PDF Bills

Anoush — Mon, 27 Sep 2021 21:14:51 GMT

Assuming you’ve unhidden file extensions in file explorer, if you rename the file to remove the x from the end you should then be able to open it in Excel 2003.

I’ll see what I can do tomorrow about the payments and itemised call charges for you

Re: Missing PDF Bills

Gandalf — Tue, 28 Sep 2021 09:30:22 GMT

@Bananas25

I'll let you know as soon as I've been able to get ahold of the extra information.

My billing colleague who was helping me with this yesterday isn't in the office today from what I can see. I'm trying to find if there's someone else around who's able to extract the data we're looking for.

Re: Missing PDF Bills

Gandalf — Wed, 29 Sep 2021 10:01:27 GMT

@Bananas25

I've attached the additional files to the ticket. Let me know if you need any further help.

Re: Missing PDF Bills

duffff — Mon, 04 Oct 2021 14:33:43 GMT

Hello and good afternoon, I also need my bills from may 2019 to June 2020 to show the home office as proof of address . Do you think there is any way I could access them? Thank you so much.

Re: Missing PDF Bills

Gandalf — Mon, 04 Oct 2021 15:00:33 GMT

Hi @duffff

Sadly as we don't keep bills older than 15 months in anything other than raw data, you wouldn't be able to use it as proof of address, because all these bills we extract that can tell you is things like the amounts payable.

Re: Missing PDF Bills

duffff — Mon, 04 Oct 2021 16:39:15 GMT

Well we should have been notified about that change of policy. It's so very inconvenient and frustrating. Thanks anyway.

Re: Missing PDF Bills

Gandalf — Mon, 04 Oct 2021 16:49:37 GMT

@duffff

As far as I can remember we did make everybody aware of billing changes when we brought out our new billing engine in September 2018 and we posted lots of FAQs about it Here. Really sorry for the inconvenience.

Re: Missing PDF Bills

duffff — Mon, 04 Oct 2021 16:52:18 GMT

I have never been notified and as I can see I'm not the only one

Re: Missing PDF Bills

Gandalf — Mon, 04 Oct 2021 16:55:32 GMT

@duffff

Fair enough. Again apologies for the inconvenience caused here.

Can you not ask another utility provider for a bill as a proof of address?