topic Re: Very confusing bill April 2022 in My Account/Billing

Very confusing bill April 2022

cjags — Sat, 23 Apr 2022 12:09:21 GMT

My bill usually shows

Unlimited Fibre £16.98
Promotional Discount -£16.21
Line Rental £21.22
Line Only £0.00
Caller Display £0.00

April's bill shows

Unlimited Fibre -£12.60
Unlimited Fibre £13.77
Unlimited Fibre £18.56
Promotional Discount £12.03
Discount -£13.15
Discount -£17.72
Line Rental -£15.74
Line Rental £17.21
Line Rental £23.19

I'm confused.

Re: Very confusing bill April 2022

mrsmack89 — Sat, 23 Apr 2022 17:02:20 GMT

Ours Too and again it is more expensive than usual but why are we paying in advance now ?

Balance brought forward £20.17 1

Unlimited Fibre 31/03/22 21/04/22 -£12.05 1

Unlimited Fibre 31/03/22 21/04/22 £13.17 1

Unlimited Fibre 22/04/22 21/05/22 £18.56 1

Promotional Discount 31/03/22 21/04/22 £11.14

1 Discount 31/03/22 21/04/22 -£12.18

1 Discount 22/04/22 21/05/22 -£17.16

1 Line Rental 31/03/22 21/04/22 -£15.06

1 Line Rental 31/03/22 21/04/22 £16.46

1 Line Rental 22/04/22 21/05/22 £23.19

1 Line Only 22/04/22 21/05/22 £0.00

1 Caller Display 22/04/22 21/05/22 £0.00

1 Payment 29/03/22 29/03/22 -£20.17

Total £26.07 Inc. VAT

Re: Very confusing bill April 2022

Longliner — Sat, 23 Apr 2022 17:37:10 GMT

Yes, PN bills are a nightmare aren't they? Yours sounds fairly near what we might expect, remember Ofcon allowed a CPI+3.9% increase each year even though customers have a contract. I won't attempt to work it out after my Saturday bottle of wine ... maybe someone else still sober? Cheers!

Re: Very confusing bill April 2022

cjags — Sat, 23 Apr 2022 18:01:31 GMT

I did wonder if it was CPI% related but I am on a fixed contract and the Plusnet blurb hints that my contract is exempt and I haven't been notified by PN that the CPI increase was happening to my broadband.

I got the CPI increase email for my PN mobile account.

Re: Very confusing bill April 2022

stevegtuk — Sat, 23 Apr 2022 18:20:34 GMT

Mine has changed too. I am on an 18 month contract which I took out 22nd Sept last year, so 11 months still to go.

Previous months bills;

Monthly charges: £22.50

Line Only £0.00
Line Rental £21.22
Unlimited Fibre £16.98
Promotional Discount -£15.70

This month;

Monthly charge: £26.15

Line Only £0.00

Line Rental -£15.74

Line Rental £17.21

Line Rental £23.19

Unlimited Fibre -£12.60
Unlimited Fibre £13.77
Unlimited Fibre £18.56
Promotional Discount £11.65
Discount -£12.73

Re: Very confusing bill April 2022

DelT — Sat, 23 Apr 2022 19:40:48 GMT

Did none of you receive an email, probably mid February, setting out price rise details, including what will happen on your first bill after 31 March.

"Hello xxxxx

We need to let you know about some upcoming changes to your prices and your terms and conditions, which you can find out more about further down this email.

On 31st March 2022, as set out in your terms and conditions, the price for some of your Plusnet services will be increasing

in line with the Consumer Price index (CPI) rate of inflation published in January this year, plus 3.9%. If you have a discount on your package price, the increase is applied to this discounted amount.

Prices will be increasing for broadband, line rental, call plans, call charges and BT Sport services if signed up to on or after 9th December 2020.

Based on your current products, you will see a £x.xx increase on your monthly bill.
Call charges will also be increasing by CPI plus 3.9%. For example, call charges to UK landlines (01, 02 and 03)

will increase by CPI plus 3.9% from 15.69p per minute to 17.15p per minute.
Call set up fees to UK landlines will increase from 24.06p to 26.30p. For details of all call charges that are

increasing please see our FAQs page.
If you have other services with us that aren’t listed above then don’t worry, it just means their prices aren’t

changing.

Update to your terms

With effect from 1st June 2022, our terms will change in line with new Ofcom regulations providing new guidance on protection for you, the customer.

Please see our FAQs page to find out more.

You’ll see the price changes on your first bill from 31st March. Your first bill after this date might look a little different for one month, as it will include an additional pro-rata charge to cover the increase in price between 31st March and your bill date.

If you’ve got any questions, why not take a look at our FAQ page? You can check also your package details in our Member Centre."

Re: Very confusing bill April 2022

mrsmack89 — Sat, 23 Apr 2022 21:01:30 GMT

we only took the fixed contract out last month so no email. still got 17 months of fixed rate, last months bill just over £20 this months bill nearly £27 and we have no phone so thats a 30% increase

Re: Very confusing bill April 2022

Townman — Sat, 23 Apr 2022 21:11:51 GMT

Did none of you look at the detail of the bills on page 2 following the summaries shown above?

2022 Billing increases

Users have found the first bill following the price changes on 31st March 2022 odd because the brief summary presented at the top of the bill is just that - a summary. It does not reflect the important details of each line as fully described on subsequent pages. The first bill after the price rise, has for each chargeable item and their associated discounts...

A refund for the charges already paid on the previous bill (at the old rate) for the period from 31st March to the billing date
A re-charge in arrears (at the new rate) for the period from 31st March to the billing date
The charge at the new rate for the following month (charged in advance)

Consequently comparing this months bill with last months bill can create the impression that it has gone up more than the expected 9.3%. It is also possible that the annual prise rise is coincident with the end of the discounted minimum term, making the increase appear much larger.

Note: In some cases there is a known error on the first bill run which has omitted to adjust applicable discounts.

Price rises tend to cause users to review their account - some have found that their minimum term end date on the contract appears to be wrong, or inconsistent depending on which browser or environment they use to access the information. The one which looks sensible is probably the correct one. This issue is under investigation; if you need to confirm the details, please contact COTS.

Re: Very confusing bill April 2022

stevegtuk — Sun, 24 Apr 2022 00:05:35 GMT

Yes Townman, I got an email from them saying about price rise, but it said.

"If you have a discount on your package price, the increase is applied to this discounted amount.

Here’s the detail of how much your price/s will increase:

Unlimited Fibre Broadband: £0.12

Line Rental: £1.97"

That works out at £2.09 a month more after the discount has been applied (which is 9.3% added to my previous £22.50 bill), but my bill has instead gone up by £3.65.

Re: Very confusing bill April 2022

Townman — Sun, 24 Apr 2022 05:15:20 GMT

“ Note: In some cases there is a known error on the first bill run which has omitted to adjust applicable discounts. “

This is being addressed.

Re: Very confusing bill April 2022

cjags — Sun, 24 Apr 2022 11:08:31 GMT

After a few beers, i worked it out.

There are 3 groups of 3 items.

For eacj item, the first line is the March being refunded at the old rate (pro rata)

The second line is March being added at the new rate (pro rata)

The third line is April at the new rate.

The Discount has also been uplifted by 9.3% but it all seems to work out in the end.

Re: Very confusing bill April 2022

hadge1 — Sun, 24 Apr 2022 14:43:54 GMT

Plusnet have increased their price, so that means that you have thirty days to leave without incurring any termination fees. Ring them up and tell them you are not happy with the increase and you will be leaving plusnet, and see what offer they come up with to keep your custom.

Re: Very confusing bill April 2022

jab1 — Sun, 24 Apr 2022 14:52:25 GMT

@hadge1 No, that is not the case at all. These March 31 increases were detailed in any contract taken out from a date fairly early last year, so are not subject to that provision.

Re: Very confusing bill April 2022

adam945 — Sun, 24 Apr 2022 16:02:24 GMT

@jab1 is spot on here, details of our annual increase are mentioned in the Terms and Conditions for both new contracts, and in those for re-contracts. We do offer a 14 day cooling off period for customers to read through their T&C's and to change their mind if they want to, or find a more suitable deal elsewhere.

Re: Very confusing bill April 2022

sg75 — Sun, 24 Apr 2022 23:27:41 GMT

It's strange plus net feel they need to put their prices up for existing customers. My contract is about 4 months old. I was paying £24 per month. I will soon be paying more than a new member, currently advertised at 22.99 and 24.99 for the 35 and 66meg options.

Re: Very confusing bill April 2022

jab1 — Mon, 25 Apr 2022 06:09:27 GMT

@sg75 It is not just Plusnet - the majority of ISPs/telcos have done this.

Re: Very confusing bill April 2022

Townman — Mon, 25 Apr 2022 07:18:21 GMT

@sg75 wrote:

My contract is about 4 months old. I was paying £24 per month.

Which is still cheaper than 4mbps ADSL with bandwidth limits was 15 years ago!

Re: Very confusing bill April 2022

sg75 — Sat, 30 Apr 2022 19:07:40 GMT

@Townman

The price paid for a different service over a decade ago is irrelevant. Existing PlusNet customers are being charged more than a new PlusNet customer.

Re: Very confusing bill April 2022

rockposer — Tue, 03 May 2022 14:57:00 GMT

Plusnet obviously haven't heard of plain English when it comes to explaining things.

I waited nearly 40 minutes on the phone to discuss my bill and gave up in the end as noone answered and the dire hold 'music' made it an unpleasant experience. Seeing as I can't get hold of them on the phone and they won't accept emails what are you meant to do?

I remember when the customer service was excellent. Obviously been with them too long, no such thing as looking after longstanding loyal customers. Will certainly be considering taking my buisness elsewhere on renewel.

Re: Very confusing bill April 2022

Townman — Tue, 03 May 2022 15:08:02 GMT

@rockposer

Does post #8 not explain your first bill following the price increase?