topic Re: Confused - joining offer price increase in My Account/Billing

Confused - joining offer price increase

BaCotton — Tue, 16 Aug 2022 22:04:00 GMT

Please can someone explain why I signed up in June for the offer price of £18.99 month for 18 months only to find that after 1st month, months 2 - 18 are now £23.19!

I have enquired to be told that I must have misread the info and been offered £4.20 refund as goodwill off next two months but still feel very aggrieved! I've been with Plusnet in the past and never had this experience before.

Re: Confused - joining offer price increase

Baldrick1 — Tue, 16 Aug 2022 22:08:27 GMT

Moderators Note

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

Re: Confused - joining offer price increase

EmilyD — Sat, 20 Aug 2022 15:09:47 GMT

Hi @BaCotton. I’m so sorry for how long it’s taken to get back to you! We’re quite busy right now, so it’s taking longer than we’d usually like to get back to customers.

I'm sorry for the confusion surrounding your price and for any inconvenience that this has caused you. I've had a look into this and can confirm that the email that was sent when you signed up in June does confirm that your contract would be £23.19 per month from month 2 to month 18. This can be viewed as a service notice on your account here. When you were sent the confirmation email, you were given 14 days in which to review the terms of the contract and to cancel if you changed your mind. As it is now past the 14 day period, we're unable to amend your contract.