topic Re: Calculation of credits in Final Bill in My Account/Billing

Calculation of credits in Final Bill

PeterGr — Thu, 29 Jun 2023 13:52:05 GMT

Switching to another ISP initiated in May, and was notified that the new service would start on 06 June. Plusnet billed one months out of contract charges on 3rd June, and on 28 June I received the final bill from Plusnet which would refund some of these charges.

The phone charges were refunded for the period 07 June to 02 July (as you would expect), but the broadband changes were refunded from 09 June to 02 July. So what did PN think was happening with broadband from 07 - 09 June?

Now the amount of money in dispute is only 97p, but after 5 years with Plusnet when every contract renewal had some detail which required adjusting I would like to have this explained. If broadband and landline switched on 06 June, and Plusnet had been notified by the new ISP why weren't all charges after 06 June refunded?

Re: Calculation of credits in Final Bill

Baldrick1 — Thu, 29 Jun 2023 14:03:59 GMT

@PeterGr wrote:

If broadband and landline switched on 06 June, and Plusnet had been notified by the new ISP why weren't all charges after 06 June refunded?

But did they? It's not unusual for a landline to be switched before the broadband service.

Re: Calculation of credits in Final Bill

PeterGr — Fri, 30 Jun 2023 06:32:17 GMT

Oh, really ? So in a email from Plusnet, it says "Your broadband and phone service is scheduled to transfer automatically on 6^th June 2023 and will result in the cancellation of your Plusnet account. This means that on this date, your services will be taken over by your new provider and you won't need to contact us to cancel your service with us."

Then on 6th June the internet / broadband on the router went off, and when the new ISP's router was connected a broadband and phone service was working. Whatever might happen behind the scenes it seems fair to say the service ended on 6th June. So I'm still puzzled why Plusnet only credit the broadband charges from 9th June.

Re: Calculation of credits in Final Bill

MatthewWheeler — Sun, 02 Jul 2023 07:28:50 GMT

Hi @PeterGr

I can see you've reached out to us on Twitter and one of my colleagues has responded to you there