topic Re: incorrect bill after renewal in My Account/Billing

incorrect bill after renewal

fibre_4_me — Mon, 02 Sep 2024 15:55:01 GMT

Hi,

my contract is coming to an end on 1st Oct., which includes unlimited fibre and line rental. I'm normally billed £28.05 for this. Since the contract was coming to an end I upgraded to fibre without a phone line, as per the email received from plusnet, for £24.99 and due to be activated on 4 Sept.

Today, i received a bill for the period 2 Sept. - 1 st Oct. for £46.84. Can plusnet please correct this?

Re: incorrect bill after renewal

bmc — Mon, 02 Sep 2024 16:01:47 GMT

@fibre_4_me

First thing to do is to look at the bill itself to see exactly what you've been charged for.

Changes to contract terms can take a couple of months to work through the PN Billing system, expecially if the next bill has already been issued prior to the change. It usually sorts itself out with the following bill.

Brian

Re: incorrect bill after renewal

fibre_4_me — Mon, 02 Sep 2024 16:07:30 GMT

It just looks like the "discount" on the fibre product and line rental has been reduced:

Old bill

Today's bill looks like:

today's bill

thanks

Re: incorrect bill after renewal

bmc — Mon, 02 Sep 2024 16:12:25 GMT

@fibre_4_me

I'll leave it to others to comment on the actual bill itself.

Brian

Re: incorrect bill after renewal

corringham — Mon, 02 Sep 2024 16:15:23 GMT

A slightly off-topic question here that some of the regulars who are still customers may be able to answer - should a SOGEA connection (i.e. FTTC without a PSTN phone connection) still have a "Line Rental" charge in addition to a "Unlimited Fibre" charge?

If so why? (I know the wires are needed for the FTTC, but I would expect that to be included in the broadband charge).

Re: incorrect bill after renewal

MisterW — Mon, 02 Sep 2024 16:24:45 GMT

@corringham no it shouldn't , and the product billed should be Fibre not Unlimited Fibre.

@fibre_4_me can you post the detailed breakdown of the bill please. That will show the period being billed for each of the products and that might explain what's happened

edit: my guess is that billing was generated before the recontract date and the discount ended so charges reverted to out-of-contract. If so , it will get sorted on the next monthly bill

Re: incorrect bill after renewal

fibre_4_me — Mon, 02 Sep 2024 16:26:26 GMT

yep, the discounts applied to the latest bill only go to 07/09. So i'm guessing the product charge should also be to 07/09 instead of 01/10?

older bill breakdown:

latest bill breakdown:

Re: incorrect bill after renewal

MisterW — Mon, 02 Sep 2024 16:37:45 GMT

@fibre_4_me billing doesn't know about the product change yet because it hasn't happened yet!

You are billed monthly in advance, so you have been billed for the existing product for a whole month but the discount ended on 07/09.

It will sort itself out next months bill on 02/10

You will get a refund of what was billed for the period 04/09 to 01/10 , then a charge & discounts for the new product for the period 04/09 to 01/10 and then a charge and discounts for the new product for the period 02/10 to 01/11 and subsequent bills should be straightforward.

Re: incorrect bill after renewal

fibre_4_me — Mon, 02 Sep 2024 16:39:27 GMT

thank you very much Mister W. Chat again in 2026 😅