topic Re: Price increase during contract query in My Account/Billing

Price increase during contract query

hallowedmark — Wed, 12 Jan 2022 19:09:56 GMT

Hi

We are on an unlimited fibre broadband and phone line contract until November 2022, since since Oct 2021, it appears that my bill has gone up and is at the amount it should be when my contract finishes, I don’t know why this is?

Re: Price increase during contract query

jgb — Wed, 12 Jan 2022 19:25:38 GMT

@hallowedmark

See the attached link regarding Plusnet's annual price increases (current contracts are no longer fixed price for the duration of the contract): . https://www.plus.net/help/legal/plusnet-price-guide-for-residential-products/

Therefore, if you took out a contract in October 2021, I would expect your contract to increase in price wef March this year, but this does not explain why you should have seen an increase as yet. Have you had any chargeable phone calls? These should be shown on your bills.

Re: Price increase during contract query

hallowedmark — Wed, 12 Jan 2022 19:28:58 GMT

Hi, thanks for your reply, the new contract was taken out in May 2021 when we moved house and was an 18month contract but has just suddenly gone up by about £12 a month to the price I was given that we would be on when our contract term ended

Re: Price increase during contract query

jgb — Wed, 12 Jan 2022 20:30:01 GMT

@hallowedmark

That sounds as if the discounts are not now being properly applied possibly because the contract was not set up correctly. It needs a Plusnet Customer Services rep to pick this thread up and investigate for you. Hopefully one will be along in due course. Otherwise you could try ringing (0800 140 0200) but calls are not always answered promptly.

Re: Price increase during contract query

Gandalf — Thu, 13 Jan 2022 08:37:35 GMT

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

I'm sorry to see your bills have increased unexpectedly during your contract.

I've had a look into this and I believe I've sorted it out for you now by re-applying some missing discounts and providing a refund you should receive within the next 5 to 10 working days. I've e-mailed you more information under the ref 221083518.

If you have further issues or there's anything else you'd need help with, feel free to get back to me and I'll be happy to help.