topic Re: Extra £12 added to last bill in My Account/Billing

Extra £12 added to last bill

clairej777 — Fri, 25 Aug 2023 12:21:13 GMT

My contract with plusnet broadband is due to end on the 6th September and when I rang up last month to say I don’t want to renew my contract I was told I would receive my last bill as normal but no mention of this extra charge? It states discount of £8.52 is minus from the amount but I am so confused and I was not made aware of any extra charges as I am within the time to cancel as per the advisor I spoke to on the phone!

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 13:31:49 GMT

@clairej777 Are you moving to a new supplier? If your contract finishes 06/09/23, then your next invoice covers you for the period 07/09/23 to 06/10/23 - as you pay a month in advance, and this will be at the 'standard' price as your contract has finished.

Re: Extra £12 added to last bill

clairej777 — Fri, 25 Aug 2023 13:44:03 GMT

Yeah I’m moving to Sky, so this is normal to be charged extra as I only signed up with sky last night so they’ve worked the bill out super quick!

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 14:04:32 GMT

Ah - but if your move to sky hasn't completed, you will remain connected to PN until they do take over. When the transfer is complete, you will get a refund of any unused charges. The bill you received is for the period I gave you in the precious post - at the non-contract rate.

Re: Extra £12 added to last bill

RealAleMadrid — Fri, 25 Aug 2023 14:17:30 GMT

@clairej777 Just to add to what @jab1 has said the Plusnet billing system is extremely dim, never does anything super quick and knows nothing about you leaving. When you have moved to Sky your final Plusnet bill which will be a refund will not be issued until about 21 days after your Plusnet service ceases, so it's best to leave your direct debit active (assuming you pay that way) so the refund can go straight back to your bank. Otherwise you may be sent a cheque, usually after a long delay which isn't too convenient.☹️

Re: Extra £12 added to last bill

MisterW — Fri, 25 Aug 2023 14:24:20 GMT

the Plusnet billing system is extremely dim, never does anything super quick and knows nothing about you leaving.

and when I rang up last month to say I don’t want to renew my contract I was told I would receive my last bill as normal but no mention of this extra charge?

Are we sure the above wasnt taken as a cancellation ?

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 14:28:46 GMT

Difficult to know, IMO - the OP wasn't very clear.

Re: Extra £12 added to last bill

MisterW — Fri, 25 Aug 2023 14:30:36 GMT

I was hoping @clairej777 might confirm whether it was a cancellation or not ?

Re: Extra £12 added to last bill

clairej777 — Fri, 25 Aug 2023 14:37:03 GMT

It wasn’t a cancellation the end of my 18 month contract and I’d received the price of how much it would be if I renewed. The advisor on the phone said I wouldn’t have to pay any early cancellation fees or whatever it’s called so I’m just a bit confused what’s going on sorry I wasn’t clear 😬

Re: Extra £12 added to last bill

MisterW — Fri, 25 Aug 2023 14:44:05 GMT

It wasn’t a cancellation the end of my 18 month contract

Its not an 18 month contract, its an 18 month 'minimum term' . Once that's reached , your service doesnt stop, you just go onto a monthly rolling contract at non discounted prices, unless you renew for a further minimum term.

said I wouldn’t have to pay any early cancellation fees

The fact that ETC's were even mentioned seems to infer you suggested you were leaving ?

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 14:48:30 GMT

@MisterW I wonder if @clairej777 will find they have no service after 06/09?

Re: Extra £12 added to last bill

MisterW — Fri, 25 Aug 2023 14:51:28 GMT

It'll show up earlier than that, if there is a cancellation cease, then Skys takeover order will probably fail

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 14:52:08 GMT

True.

Re: Extra £12 added to last bill

clairej777 — Fri, 25 Aug 2023 14:53:47 GMT

Me posting this has just confused me more. Plusnet have stated this is my last bill as I didn’t want to carry on the contract as it had increased too much. The date that plusnet will no longer be in service in my house is 06/09 and sky have said they will have my new internet sorted by 08/09. Anyway I guess I’m paying the extra on my bill

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 14:55:50 GMT

Does this latest bill say on it that it is a final one?

Re: Extra £12 added to last bill

clairej777 — Fri, 25 Aug 2023 15:04:36 GMT

Not those words exactly but change payment date isn’t available and it says can’t be changed as services are due to be cancelled

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 15:07:52 GMT

In that case - and I'll let @MisterW tell me if I'm right or wrong - it sounds like your phone call was accepted as a cancellation request, and you may run into problems with your SKY provisioning.

Re: Extra £12 added to last bill

clairej777 — Fri, 25 Aug 2023 15:13:54 GMT

Why would I run into problems? I’m so confused? My 18 month term had ended the lass on the phone didn’t say I’d have any problems and no problems if I switched to a different provider? I really don’t get what the problem would be

Re: Extra £12 added to last bill

jab1 — Fri, 25 Aug 2023 15:23:14 GMT

Put simply, and maybe you don't/didn't know - if you wish to transfer to a different ISP, you use what is known as the '''Gaining Provider Led' procedure - i.e. you sign up with a new provider, and they deal with everything, including letting your current ISP know.

The way you appear to have done it, PN will supply you up to 06/09, and then disconnect your phone/BB service. This will mean SKY will have to wait 10 working days before they can start to connect you.

Re: Extra £12 added to last bill

MisterW — Fri, 25 Aug 2023 15:29:14 GMT

@clairej777 I'll try and explain.

The procedure to change suppliers is what's called 'gaining provider led' , i.e you just contact your new provider , they arrange a transfer date and automatically inform ( well Openreach do ) your old supplier. The new service starts and the old service ends on the same date i.e there is no break in service ( well maybe a few hours ).

However, if you cancel with your existing supplier first, then they raise a cancellation request to Openreach, that puts a 'cease' on your line, which prevents any other supplier placing an order to takeover the line until the cease completes.

I hope I'm wrong, but in your case it looks like the cease will complete on 6th Sept, and Sky wont be able to place an order to reactivate the line until then. So, again I hope I'm wrong, but Sky's estimate of getting the new service by the 8th looks optimistic.