topic Re: Billing Query in My Account/Billing

Billing Query

mrmoss — Fri, 22 Apr 2022 10:04:22 GMT

Good Morning

When I signed up to Plusnet I agreed to the following charges

Between months 2-18: £22.99
From month 19 onwards: £38.20

But now my broadband is active its changed to show the following

Unlimited Fibre inc. Line rental
£26.54
(after contract ends £41.75)
Line Only
£0.00
Monthly total
£26.54

Can someone explain why this has gone up from what I signed up for?

Re: Billing Query

dvorak — Fri, 22 Apr 2022 10:05:52 GMT

There is a yearly inflation +3% rise - it will be that

Re: Billing Query

mrmoss — Fri, 22 Apr 2022 10:15:46 GMT

Thanks for the reply,

what I dont understand is that why tell me its going to be one price knowing its not going to be that price?

Plus 3% increase is only up to £23.68

Re: Billing Query

jgb — Fri, 22 Apr 2022 10:17:22 GMT

The increase is CPI +3.9% which this year means 9.3% total as the relevant CPI index figure was 5.4% in January.

Re: Billing Query

Townman — Fri, 22 Apr 2022 11:45:53 GMT

There is another twist here...

The undiscounted price was £38.20 and with the 9.3% uplift will be £41.75

However, the undiscounted price was £22.99 and with the 9.3% uplift should be £25.13 but is reported to be £26.54

There is a known problem in respect of discounts, which is being worked on. At the time of sign-up the discount was £15.21 - this should have been adjusted to £16.62.

As for the sign-up price and the billing price, if you signed up before the 31st March, then that was the price on the date of sign-up and would have been the amount you paid then in advance. The price changes are clearly advised during the sign-up process.

Re: Billing Query

mrmoss — Fri, 22 Apr 2022 12:19:24 GMT

@Townman

Thank you for the information, very useful

but still doesnt answer the question of why not be clearer in the payment information on sign up, because in laymans terms reading the info I recieved, to me reads as the full contract

• Between months 2-18: £22.99

• From month 19 onwards: £38.20

But hey ho, such is life and it looks like I should have got me deal a month later

This transfer to Plusnet has not been a great one, and wished I hadnt bothered, but I FINALLY have active broadband now so hopefully the experience from here will be less stressful

Re: Billing Query

KrystalN — Fri, 22 Apr 2022 13:55:46 GMT

Do you know if they will be recalculating and providing refunds? Even with the CPI plus 3% increase making the overall increase 9.3% my bill has gone up more than that which isnt on. Mine is approx a 15% increase.

Re: Billing Query

jgb — Fri, 22 Apr 2022 14:20:32 GMT

Plusnet will no doubt sort out the known issue with the miscalculation of discounts following the price increase.

You also have to remember that the first bill after 31 March will not be a typical monthly bill. As well as accounting for the increased monthly prices for the forthcoming billing period, it will include a recalculation of the prices for the period from 31 March until the bill date in April as these will have been billed at the old rates in the March bill. Depending on your billing date this could be quite a substantial increase on its own - e.g. if your billing date is 15 April that adjustment will be about equal to a half month increase on its own.

Re: Billing Query

Baldrick1 — Fri, 22 Apr 2022 14:20:48 GMT

@KrystalN Welcome to the forum.

The increase applied from the 31st March. What is also happening this month is that as well as the increase being applied for the next month there is an additional back charge for the period between the 31st March and your April billing date. Reference to the detailed breakdown on your bill might clarify this.