topic Re: Increase without notification on renewed contract in My Account/Billing

Increase without notification on renewed contract

ronniepovey — Fri, 17 Jun 2022 12:12:38 GMT

I renewed my contract and was informed it would be £18.99 from May. However its £5 more and haven't been informed of any increase. Why is this? I'm very disappointed
The email confirmation states £18.99 for the first 18 months, then £23.19 after. However its £23.19 now!!!! Why???

Re: Increase without notification on renewed contract

ronniepovey — Sat, 18 Jun 2022 16:07:19 GMT

Could a staff member please help me as I'm overpaying and my contract is incorrect 🙄

Re: Increase without notification on renewed contract

jab1 — Sat, 18 Jun 2022 16:11:22 GMT

@ronniepovey Staff cover over weekends is close to no-existent, but have you checked the breakdown of charges (page 3 of your invoice,IIRC?)

Re: Increase without notification on renewed contract

ronniepovey — Sat, 18 Jun 2022 16:25:30 GMT

Yes and there aren't any extra charges. It should be £18.99 per month as stated in the confirmation email. Surely this is a breach of contract?

Re: Increase without notification on renewed contract

jab1 — Sat, 18 Jun 2022 16:28:20 GMT

As you have stated your 'contract' price, I think it may be useful to post a screen shot of your charges breakdown, and I'll see if I can spot the (presumed) error.

Re: Increase without notification on renewed contract

ronniepovey — Sat, 18 Jun 2022 18:22:09 GMT

Thanks John. Here is the info

Re: Increase without notification on renewed contract

jab1 — Sat, 18 Jun 2022 18:35:01 GMT

@ronniepovey Thanks for that - something certainly looks wrong, but you have posted page 1 of the invoice, ideally there should be one that looks like this:

Your charges broken down
Qty Description
From
To
Gross
1 Balance brought forward 1 Evenings & Weekends Included 09/04/21 08/05/21 £0.00
1 Caller Display 09/04/21 08/05/21 £0.00
1 Voicemail 09/04/21 08/05/21 £0.00
1 Unlimited Broadband 09/04/21 08/05/21 £10.99
1 Promotional Discount 09/04/21 08/05/21 -£7.99
1 Plusnet Call Protect 09/04/21 08/05/21 £0.00
1 Line Rental 09/04/21 08/05/21 £19.99
Total £12.08

Sorry, this should have been a screen shot, but was just copied and pasted from an old invoice in my documents as I'm no longer a PN customer, but it gives you an idea of what I'm looking for?

Re: Increase without notification on renewed contract

ronniepovey — Sat, 18 Jun 2022 22:32:21 GMT

Re: Increase without notification on renewed contract

jab1 — Sun, 19 Jun 2022 06:43:50 GMT

Thanks for that, @ronniepovey . Unfortunately, it doesn't help - wish it did.😞 I hope @adam945 is on today - he may be able to access more detail on your account and provide an answer, but there is certainly a discrepancy between your contract offer and your invoice.

Re: Increase without notification on renewed contract

ronniepovey — Sun, 19 Jun 2022 12:48:33 GMT

Thanks for looking John. I appreciate your help. 👍