topic Charged more than offer in My Account/Billing

Charged more than offer

Splurge1803 — Fri, 21 Jun 2024 13:19:10 GMT

Hi there,

Recently upgraded to full fibre (finally!), unfortunately it looks like my first bill is wrong as it seems to be the full price of £67.89 rather than the offer price of £41.99.

I’d appreciate if someone could take a look for me, I assume there’s been a blip somewhere.

Thank you!

Re: Charged more than offer

jgb — Fri, 21 Jun 2024 15:17:29 GMT

Why do Plusnet persist in using discounts rather than just having a price for the product that is competitive? It just leads to billing issues when contracts are taken out and the wrong discount (or discounts) is (are) applied.

It can also lead to issues at various stages throughout the contract - at the annual increase if the discounts are not similarly amended (as has happened to me) and on leaving before the end of contract if ETCs are involved where the system calculates the ETCs on the full undiscounted price rather than the discounted price (again I have experience of this). All right, a phone call and possibly ticket tennis eventually gets things sorted but it all involves wasted time for the customer and for Plusnet staff.

One thing to remember if this is your first bill, does it include adjustments for the period if the upgrade was within the period of your last bill, or is the error simply that the discounts have not been applied? Hopefully someone from PN will pick this up for you.

Re: Charged more than offer

Splurge1803 — Fri, 21 Jun 2024 20:34:19 GMT

Yeah, it’s frustrating but just seems to be how all do it unfortunately.

As for the bill, I did wonder that but I basically haven’t received the discount to then make it the offer price. I did wonder when I initially signed up because on my login it suggested the standard price but yet all my emails said different.

I’m sure it’ll get sorted, just wonder how many others get this same exact issue.

Re: Charged more than offer

jgb — Sat, 22 Jun 2024 09:26:51 GMT

There are some ISPs that do not go down the discounting route from an artificially high starting price. Also they do not then use that high price as an out of contract cost once your contract ends - just use your contract price possibly uprated by CPI. Unfortunately most do use discounts.

Judging by the posts on there forums mis-application or non-application of discounts on new contracts or recontracts is not uncommon.

I am sure you will get it sorted but PN presence on these forums is somewhat sparse esp. at weekends. You might be best to call them. Recently the phone has been answered reasonably promptly.