topic Re: Automatic increase in my broadband & telephone subscription in My Account/Billing

Automatic increase in my broadband & telephone subscription

EJB — Fri, 06 May 2022 11:58:56 GMT

I've tried to speak to someone at Plusnet about the sudden increase in my account. This is impossible to achieve when you are on the telephone with them with all the questions they keep on asking for security purposes.

I would like to know why they have all these specials for new customers and don't offer the specials to the customers they already have. BT, Virgin, EE are giving such wonderful deals right now, whats wrong with Plusnet.

Re: Automatic increase in my broadband & telephone subscription

dvorak — Fri, 06 May 2022 12:06:40 GMT

Moderators Note

This topic has been moved from ADSL Broadband to My Account/ Billing

Re: Automatic increase in my broadband & telephone subscription

Longliner — Fri, 06 May 2022 12:10:37 GMT

@EJB

You don't give detail of your price increase. Could it be the Ofcom approved April increase of CPI+3.9%, a hefty 8% or so? You will have agreed to this when you agreed your current contract.

Re: Automatic increase in my broadband & telephone subscription

Townman — Fri, 06 May 2022 19:10:51 GMT

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.