topic Re: Being charged after contract ended in My Account/Billing

Being charged after contract ended

Sweep — Wed, 16 Oct 2024 16:15:18 GMT

HI, looking for some advice. I moved my contract to Vodafone in July 24. The fibre supplied by Vodafone has digitial voice as part of the package. I received a text from plusnet when I placed the vodafone order, to say "sorry you're leaving etc". I just noticed today that I've still been being billed by plusnet £28 per month for line rental.

I called plusnet today and they said Vodafone should have let them know they needed to cancel the contract, but also said "it's also our fault so I'll credit you a month of bill payment".

I've paid 3 months of line rental since the contract should have ended

I'm not sure who I direct my complaint to, is it Vodafone? However plusnet obviously knew I was leaving as they sent me a text back in June when I signed up with Vodafone

any advice would be helpful

thanks

Re: Being charged after contract ended

jgb — Wed, 16 Oct 2024 18:57:05 GMT

When I left Plusnet (FTTC and landline) and moved to Zen (FTTP with digital voice) I noted that as soon as the number port completed (within less than two hours of the fibre installation) my old phone number had changed ( I checked via plugging in an old phone to the master socket and dialling 17070).

Therefore, if you were on ADSL or FTTC with Plusnet, as soon as the number port completed your account would be closed (as it was associated with the telephone number) and so Plusnet have no excuse for billing you beyond that date unless that date was within your 14 day notice period and only then for the balance of that 14 days.

If your Vodaphone service is provided over an Altnet then there is an issue that the systems may not have communicated properly with Plusnet (on the OR network) and so if the original installation date was changed from the one they obviously knew about as they sent the "sorry you are leaving" text Plusnet may not have been aware, But, as I said once your number was ported then the account would have ceased.

I would raise a complaint with Plusnet as they do seem to be in error.

Re: Being charged after contract ended

willcutforth — Thu, 17 Oct 2024 07:59:36 GMT

@Sweep I have popped you over a Private Message

Re: Being charged after contract ended

Townman — Fri, 18 Oct 2024 08:20:59 GMT

@Sweep

It would be interesting to learn what the 'drains-up' reports here.

Assuming that you existing number was transferred to the Vodaphone service, their action of importing the number SHOULD have cause BT Openreach to notify Plusnet that the service had been moved. BT Openreach's failure to notify losing providers that assets have been transferred is legion.

@willcutforth in passing ... should this case have been detected by the "still billing on not-owned-assets" check script(s)?

Re: Being charged after contract ended

willcutforth — Fri, 18 Oct 2024 15:15:13 GMT

@Townman It should have been and it should have closed the account but i don't think either has worked unfortunately.

Re: Being charged after contract ended

Sweep — Mon, 11 Nov 2024 18:44:05 GMT

Sorry I forgot to get back to this. So it's not clear who is responsible? As in who I need to ask to pay back the line rental I've been incorrectly charged?

Re: Being charged after contract ended

Sweep — Fri, 15 Nov 2024 17:46:10 GMT

Hi Will, I sent you over the details of my account, if you get time could you look into this?

thanks

Re: Being charged after contract ended

SammyM — Sun, 17 Nov 2024 08:10:28 GMT

Hiya @Sweep

It doesn't look like anything has come through, were these sent via a private message?

Re: Being charged after contract ended

Sweep — Sun, 17 Nov 2024 08:12:32 GMT

Hi. Yes it was via pm. Can you tell me how to try again? Thanks

Re: Being charged after contract ended

SammyM — Sun, 17 Nov 2024 08:24:47 GMT

I have sent you one

Re: Being charged after contract ended

Sweep — Mon, 18 Nov 2024 20:07:49 GMT

hi, Did you get my PM? thanks

Re: Being charged after contract ended

MatthewWheeler — Tue, 19 Nov 2024 13:19:43 GMT

Hi @Sweep

I'm really sorry to hear that this has happened.

I've created a ticket on your account with more details which you should get a e-mail copy of

Let us know if there's anything else we can help with

Re: Being charged after contract ended

Sweep — Sun, 15 Dec 2024 16:29:13 GMT

Hi all, I am still struggling with this and now I am no longer with plusnet I seem not to be able to log into my account. The last message said a ticket was raised, but I don't know what that means really. Thanks

Re: Being charged after contract ended

Marsh — Mon, 16 Dec 2024 15:28:25 GMT

Hey @Sweep,

If you receive an email from us about a raised ticket, it means we’ve sent you an update regarding your account. Most likely, this is related to the generation of a final bill. If you were in credit or due a refund, this will be addressed in the email. Here is a direct link to the most recent email from one of our agents.

https://www.plus.net/wizard/?p=view_question&id=244792264

Re: Being charged after contract ended

Townman — Mon, 16 Dec 2024 16:25:30 GMT

@Sweep wrote:

I am still struggling with this and now I am no longer with plusnet I seem not to be able to log into my account.

@Marsh

If the user cannot log into the user portal, they cannot access the ticket link provided.

Re: Being charged after contract ended

Sweep — Wed, 18 Dec 2024 09:18:55 GMT

Thanks all. I've now got into the account and it says your last bill was for -£56 in my account. It says the account will soon be closed. Can anyone tell me how I can get the money. Last bill date seems to be 19th November.

Re: Being charged after contract ended

jab1 — Wed, 18 Dec 2024 09:22:27 GMT

If your DD is still active, the money will be credited back to your bank account. If not, you will receive a cheque in the post.

Re: Being charged after contract ended

Sweep — Wed, 18 Dec 2024 09:39:08 GMT

Thanks. Do you know when the account will close?

Re: Being charged after contract ended

MisterW — Wed, 18 Dec 2024 09:59:33 GMT

@Sweep it will close once the balance has been refunded.

At present your account has a credit balance. When the refund has been processed and paid to your account, that is posted to your account as a debit which wipes out the credit. At that point the account balance is zero and the account closes.

Re: Being charged after contract ended

jab1 — Wed, 18 Dec 2024 10:06:34 GMT

Sorry, no - I don't work for PN.