topic Re: New Contract in My Account/Billing

New Contract

Fazer — Sat, 13 Apr 2024 17:40:20 GMT

My current Plusnet broadband contract ends on 21 June 2024 and on 1 April 2024 I received an invitation to renew my contract at a Special Offer price. I duly signed up for the new contract and received 2 emails confirming the details of the new contract including a start date of 2 April. It’s now 12 days since that took place but if I login to my broadband account it still tells me that a change is in progress and the only details I can see are those for my old contract. How long should it take to update my online account to reflect the new contract details?

Re: New Contract

adamwalker — Sun, 14 Apr 2024 13:04:24 GMT

Hi there, sorry about the issue with that. I've fixed that for you as it looked like a product change became stuck for some reason.

Re: New Contract

Fazer — Sun, 14 Apr 2024 16:59:26 GMT

Thanks for looking at that. When I login into my online account now it just shows my old contract details and is again offering me a renewal option. Does that mean I need to reconsider whether I want to renew my contract or will the previous renewal be honoured as offered by Plusnet on 1 April and confirmed by email?

Re: New Contract

csmith94 — Mon, 15 Apr 2024 10:14:05 GMT

Thanks for getting back to us @Fazer, I've opened a ticket on your account regarding the regrade of your service. Please take a look and reply directly to it if the information is correct.

Re: New Contract

Fazer — Thu, 18 Apr 2024 14:54:34 GMT

@csmith94 as requested on 15 Apr 2024, I answered the ticket you raised but my account still has not been updated to reflect the fact that I started a new contract on 2 Apr 2024. Furthermore, I have received a bill for the period 18/04/24 to 15/05/24 and this has been calculated based on the charges relating to my old contract. Could you please investigate and correct my latest bill with the charges that I agreed with Plusnet on 1 Apr 2024?

Re: New Contract

csmith94 — Sat, 20 Apr 2024 09:29:07 GMT

Thanks for getting back to me and I'm really sorry for the delay here, I've got your account sorted out and dropped an email to let you know all the action that has taken place.