topic Re: Renewal contract start date confusion in My Account/Billing

Renewal contract start date confusion

helenk — Sun, 21 Jan 2024 12:12:02 GMT

Hi - I was assured on the phone yesterday that my new contract would start from the end of the old one, however I do not believe this to be the case, given the other threads on this forum, and the email I received that says 'starting from Monday 22nd January' which is before the end of my old contract.

There is no information on the website or T&C clarifying this matter prior to re-contracting.

There are so many 'similar subjects' to this on this forum, & so much effort spent by Plusnet fixing people's over-billing/under-billing issues - would it not just make things easier if Plusnet clarified?

It's not rocket science & would save everyone a lot of grief.

Thoughts?

Re: Renewal contract start date confusion

Baldrick1 — Sun, 21 Jan 2024 12:23:48 GMT

@helenk Welcome to the Plusnet Community Fora.

See https://community.plus.net/t5/My-Account-Billing/Renewing-BB-and-Home-phone/m-p/1952603#M68166 for the policy.

Re: Renewal contract start date confusion

jgb — Sun, 21 Jan 2024 13:51:30 GMT

Gandalf said in that link - "Thought it's worth me noting that if a contract is renewed over the phone, it'll begin on the next billing date. If renewed online, then more often than not, it'll start the next working day as @Baldrick1 says."

This seems to me to be a somewhat elastic policy as the last two times I have renewed by phone my contract has started the next day and not on the next billing date. The last time I renewed the staffer on the phone said it would start on the next day (which it did) whereas the time before they said it would start on the next billing date 9Which it did not). I do not think that Plusnet staff really know what is going to happen until the system tells them!!

Re: Renewal contract start date confusion

helenk — Mon, 22 Jan 2024 18:08:59 GMT

Thanks for responding.

So, clearly it starts from next working day, not end of previous contract, although this information is not actually available on the PlusNet website as an actualy policy statement.

Will I get refunded the over-billing on the end of the previous contract, since I renewed 'early'?

thanks

Re: Renewal contract start date confusion

MatthewWheeler — Tue, 23 Jan 2024 17:24:28 GMT

Hi @helenk

Looks like you've spoken with us via Twitter regarding this.

Just to confirm if the change kicks in from the next day you'll have a pro-rata credit/charge applied on your next bill for any difference

Re: Renewal contract start date confusion

helenk — Tue, 23 Jan 2024 18:06:43 GMT

Thanks Matthew. I haven't exactly spoken to you at Twitter since you can't put basic contract-type information up there.

Thank you for confirming the pro-rata adjustment, I will watch out for it on the next bill.

Now, why can't this be made clear on the website and/or on the T&C when a customer renews? 🙂