topic Re: Sneaky Billing in My Account/Billing

Sneaky Billing

keithplusnet — Tue, 16 Aug 2022 11:02:42 GMT

On the 1st June I was sent a fantastic renewal offer, must be honest didn't spot it at the time, the offer was to renew my broadband at £21.99/month inc line rental.

Yesterday I noticed I had been charged £41.75, apparently because I failed to click on the button I was switched onto higher tariff than any of the plusnet offers I can see available for what was a fairly pedestrian 32 Mb connection.

Upon discussion with customer services it was agreed to reduce this to £25.99/month but no chance to retrieve the extra money paid for this month??? and further more the speed is now 18 Mb

It was explained by customer services that the email sent clearly showed that failure to click the button would result in almost doubling the price, and if you scroll down in the tiny fine print it does say this, not good practice, I have been with Plusnet since 2013 and have been happy with the service, but not happy bunny at the mo' and have started looking at alternatives

Re: Sneaky Billing

adamwalker — Tue, 16 Aug 2022 11:31:21 GMT

Hi there @keithplusnet

I'm sorry you missed out on the original deal I'm happy to credit the difference between last month's bill and your new deal from the next bill if you like?

Apologies for the slow speeds too, tests have picked up on a line fault so we'll need to book an engineer visit to get that sorted out, please let me know if you can be free in one of the following timeslots which are available Monday to Friday:

AM = 08:00 to 13:00

PM = 13:00 to 18:00

I've taken ownership of getting both issues sorted and I've added further details onto a complaint ticket on your account here: https://www.plus.net/wizard/?p=view_question&id=226859011

I tried giving you a call and left a voicemail, I'll try phoning again at around 12:30 tomorrow.

Re: Sneaky Billing

keithplusnet — Wed, 17 Aug 2022 11:29:26 GMT

Thanks for a quick response was in a meeting, will be able to discuss today. I think my main concern was that I was switched to a tariff which was way over the odds and unless you scrolled the original offer down to the fine print you were

Re: Sneaky Billing

keithplusnet — Wed, 17 Aug 2022 11:42:32 GMT

Phone rang at 12.30 but only got background office noise, tried ringing back on that number only to get a dubious music track, please ring me back, thanks

Re: Sneaky Billing

keithplusnet — Wed, 17 Aug 2022 11:51:00 GMT

Further to your original message, please let me know when Openreach can visit, I will make sure someone is present on premises

Re: Sneaky Billing

adamwalker — Wed, 17 Aug 2022 12:21:19 GMT

Hi Keith, sorry about the isssue with the call it was silent from my end then disconnected. I'm unable to call back just yet but will as soon as I can.

I've booked an appointment in for the AM slot tomorrow between 08:00 and 13:00 so I'll make sure we follow things up with you as soon as we can after the visit.

Re: Sneaky Billing

keithplusnet — Wed, 17 Aug 2022 12:34:08 GMT

That's fine thanks for your help

Re: Sneaky Billing

adamwalker — Wed, 17 Aug 2022 12:40:09 GMT

Thanks a lot Keith, take care and do message back in the meantime if you need to.

Re: Sneaky Billing

adamwalker — Thu, 18 Aug 2022 13:28:21 GMT

Hi Keith, I'm just letting you know that I've sent a response to your complaint ticket just now and hope that what I've advised resolves the issue.

Re: Sneaky Billing

keithplusnet — Thu, 18 Aug 2022 13:34:03 GMT

Just missed your call, Openreach rectified an issue at the exchange box early this morning and came and checked all was well at this end, speeds are now fine, thanks for that.

However I have received an email notifying me that a new Plusnet modem is on its way, I did not request this as I believe my current modem is fine (BT hub 6) can you cancel?

Re: Sneaky Billing

adamwalker — Thu, 18 Aug 2022 13:41:57 GMT

Hi Keith, no problem and yes I can cancel that if you want, the engineer notes didn't mention the exchange fault and mentioned we needed to replace the router so I'll pop some feedback over to Openreach about that too.

Re: Sneaky Billing

adamwalker — Thu, 18 Aug 2022 13:42:47 GMT

Do get back to me too if you don't notice any improvement after todays' visit and I'll get back on the case for you.

Re: Sneaky Billing

bobpullen — Thu, 18 Aug 2022 13:45:39 GMT

@keithplusnet - I've cancelled the hardware order on Adam's behalf.

Edit: apologies @adamwalker - I must learn to refresh the page before I reply to stuff

Re: Sneaky Billing

adamwalker — Thu, 18 Aug 2022 13:48:22 GMT

Cheers Bob!