topic Re: My bill has tripled? in My Account/Billing

My bill has tripled?

NadiaD — Fri, 06 Dec 2024 07:36:06 GMT

Hi! I'm trying to get someone to help me out.. I'm not great on phones and can't find an email address so hoping it gets picked up here ASAP as other attempts have failed.

Normally I'm charged in region of £35 pcm, however I've had an attempted bill of £78 ? Contract isn't up for renewal until March, so checked bill it looks like I'm being charged for 3 fibre accounts.....obvs I cannot afford this, so need someone to reach out ASAP please!!! Attached a shot of itemised bill..

Re: My bill has tripled?

MisterW — Fri, 06 Dec 2024 07:49:10 GMT

@NadiaD looking at that bill breakdown it appears that the system thinks there's been a contract renewal on 4/11/24 but that discounts for that renewal have not been applied ( not an uncommon occurence )

since subscriptions are paid monthly in advance, the bill shows

A credit of the Fibre extra already paid for the period 5/11 to 27/11

A charge for the already credited discount for 5/11 to 27/11

a charge for Fibre extra at the new contract rate for the period 4/11 to 27/11

a charge in advance for Fibre extra at the new contract rate for the period 28/11 to 27/12

Hopefully one pf the Help team staff will pick this up

Re: My bill has tripled?

NadiaD — Fri, 06 Dec 2024 08:04:18 GMT

Thankyou for decoding it!
There was an issue with my broadband where I had to ring in, and apparently I had been somehow allocated 2 accounts, and was accidentally on the one that was just shut down...Funnily just after a power cut. Never heard of this before, nor had the person on the phone, but I'm wondering if some kind of error has occurred here!
Fingers crossed, I'm housebound so reliant on my Internet being connected. Thanks for picking it up.

Re: My bill has tripled?

MisterW — Fri, 06 Dec 2024 09:06:14 GMT

@NadiaD

I'm housebound so reliant on my Internet being connected

Ok, so the first thing in that case is to make sure that Plusnet have you registered as vulnerable.

Since you say you have difficulty with phone calls, I'd also register a trusted friend or relative as an 'authorised' user on your account. You can do that online.

Meanwhile I'll escalate this thread to try and get some early attention from one of the Plusnet help team

Re: My bill has tripled?

NadiaD — Fri, 06 Dec 2024 09:28:25 GMT

Ah you are a star thankyou so much!
Yes they have me down as vulnerable already, been with them a while, and mum's my named contact on file so that's all sorted. Thankyou for checking in on that though, it's easily overlooked.

I'll sit tight, hopefully hear something soon!

Re: My bill has tripled?

Gandalf — Tue, 10 Dec 2024 13:39:39 GMT

Hey Nadia,

I'm really sorry to see what's happened.

I've corrected things now and dropped you an email via your account, which I hope helps.

Please let me know if you have any further issues.