topic Re: Price increase after going live in My Account/Billing

Price increase after going live

karlldn — Thu, 07 Apr 2022 15:22:48 GMT

Hi, new PN user here.

A few things:

- My service went live on the 5th of April, I took out a contract for £24.99 but my monthly payment is showing as £29.03 in my account now. That doesn't make any sense as my contract started after the 1st of April as the contract amount should already include the CPI. Moreover, I did not receive any e-mail about this increase. I think this should be corrected? (see this thread https://community.plus.net/t5/My-Account-Billing/Price-increase-on-first-day-of-contract/td-p/1864874)

- There was a £70 reward card when I signed up but I didn't receive any communication regarding that, can I get a confirmation that I will receive this please?

- In the phone tab bin my account, I see that I have 2 phone numbers which are identical, is that a mistake?

Thanks for your help.

Re: Price increase after going live

ByronB — Fri, 08 Apr 2022 10:17:30 GMT

The same thing happened to me with my SIM only deal which I started on 12th March. I was careful to check the small print for any future price rises and the terms and conditions clearly stated there would be no price increase until March 2023. This is also confirmed in my contract. A few days ago I noticed a 9.3% increase to my monthly tariff and was going to phone them today to complain but having checked my app a few minutes ago I see that my tariff has reverted to the original amount. I am guessing plusnet are aware of this problem for new customers as mine has been corrected. You should complain if your tariff is not corrected within a few days.

Re: Price increase after going live

SammyM — Fri, 08 Apr 2022 10:30:46 GMT

Hiya @karlldn,

Thanks for getting in touch and I am really sorry to hear of the issue with your bill as well as for the hassle this has caused.

I have corrected this and advised more detail here. I am unable to see a reward from us on the deal taken was this taken through a third party? such as Top cashback etc?

In regards to the two identical numbers part, is this under the contact details we hold for you?

Re: Price increase after going live

karlldn — Fri, 08 Apr 2022 10:53:09 GMT

Hey @SammyM - thanks for your help here.

I left a comment and a screenshot in the ticket.

Re: Price increase after going live

SammyM — Fri, 08 Apr 2022 12:47:29 GMT

Thank you, I really appreciate it. I have updated the ticket in regards to the cashback as for the number is this your mobile number showing twice or the landline number we have assigned to your line?

Re: Price increase after going live

karlldn — Fri, 08 Apr 2022 13:00:49 GMT

Thanks @SammyM - This is the landline number that was assigned to me. Left a screenshot on the ticket as well.

Re: Price increase after going live

SammyM — Fri, 08 Apr 2022 13:12:56 GMT

You are a star, thanks @karlldn

I have updated the ticket for you.

Re: Price increase after going live

2u2me — Sat, 09 Apr 2022 07:43:01 GMT

@SammyM

Hi I have just received my bill after sighing up for another 24 months and it is higher than the agreed price

confirmed in the email sent, see ticket ( 222965397 )

Could you look into this

Thanks

Re: Price increase after going live

SammyM — Sat, 09 Apr 2022 08:55:08 GMT

Hiya @2u2me,

Thanks for getting in touch and I am really sorry to hear you bill is wrong.

I have looked into this and provided an update here, as it contains account specific information. Please get back to me if you need any further help

Re: Price increase after going live

2u2me — Sat, 09 Apr 2022 09:01:50 GMT

Have contacted billing, helpful person fully explained, and resolved issue.

Thanks

Re: Price increase after going live

SammyM — Sat, 09 Apr 2022 09:09:53 GMT

Awesome @2u2me, have a lovely weekend

Re: Price increase after going live

siri1515 — Thu, 28 Apr 2022 13:01:12 GMT

Hi, I have similar issue.. I went live on April 23rd. I have signed up on 7th march, plusnet user name: sirikalyan

Can you look into this pls.

My contract was for £24.99, my first bill is for ~£29

Re: Price increase after going live

adamwalker — Thu, 28 Apr 2022 13:19:00 GMT

Hi there @siri1515 could you send me a PM with your username please so I can look into it for you?

Re: Price increase after going live

siri1515 — Thu, 28 Apr 2022 13:33:18 GMT

HI @adamwalker , unable to PM you... it says insufficient privileges.. my user plusnet user name is sirikalyan

Re: Price increase after going live

adamwalker — Thu, 28 Apr 2022 14:02:23 GMT

Thanks a lot, I've just added a response to your account including a breakdown of your billing here: https://www.plus.net/wizard/?p=view_question&id=224005708 I hope that helps and please get back to me if you have any more questions.

Re: Price increase after going live

siri1515 — Thu, 28 Apr 2022 14:58:51 GMT

Thanks for the reply @adamwalker I have a comment.. added to the question in the profile. Please have a look. Thanks.

Re: Price increase after going live

adamwalker — Thu, 28 Apr 2022 15:01:23 GMT

No worries, please bear with us and we'll reply back to that as soon as possible.

Re: Price increase after going live

MK1 — Thu, 28 Apr 2022 15:23:16 GMT

I've posted a thread titled 'Bill increase confusion'. I'd appreciate it if a staff member could have a look and provide some insight.