topic Re: Plusnet not adding credit in My Account/Billing

Plusnet not adding credit

Villain — Mon, 24 Mar 2025 07:24:11 GMT

I had a fault on my line for months which is now resolved.

I received a message saying I was due automatic compensation and credit would be applied on my account. It states that this would be ‘deducted from my next bill’ however nothing has been deducted on my account and another payment has been taken.

Anyone else had issues with PlusNet not applying credit?

Re: Plusnet not adding credit

jab1 — Mon, 24 Mar 2025 07:27:17 GMT

When was the fault declared resolved - how long before the date of the invoice against which this payment has been taken?

Re: Plusnet not adding credit

Villain — Mon, 24 Mar 2025 07:29:44 GMT

Hi Jab1, the fault was resolved on 13th February and payment was taken today.

Re: Plusnet not adding credit

jab1 — Mon, 24 Mar 2025 07:32:18 GMT

@Villain That sounds like they have messed up somewhere. Have you been told how much compensation you are due?

Re: Plusnet not adding credit

jab1 — Mon, 24 Mar 2025 07:38:04 GMT

Thinking about it - if it was resolved on 13th February, the invoice against which the payment was taken will have been issued before the credit was applied - that happens 30 days after resolution.

If you go into your account, what balance is showing now?

Re: Plusnet not adding credit

Villain — Mon, 24 Mar 2025 08:22:09 GMT

There’s no information: it just shows the previous bill with a green tick and “you’ve paid your latest bill” which has just been paid via direct debit.

Re: Plusnet not adding credit

jab1 — Mon, 24 Mar 2025 08:23:17 GMT

In that case, you will need to phone Plusnet.

Re: Plusnet not adding credit

Marsh — Mon, 24 Mar 2025 13:38:47 GMT

Hey @Villain,

I have had a look into this for you and I can see it was identified/raised as a disconnection fault. This type of fault does not qualify for Automatic Compensation for total loss of service we have opened a ticket on your account with more information which you can find here.

Re: Plusnet not adding credit

Villain — Mon, 24 Mar 2025 13:44:26 GMT

Well I'd say that having internet that drops out every 5 minutes over 2 months would qualify as not usable.

Following my complaint and after advising that you were adding credit and now saying it was added in error, I'd argue that you should now add that as a goodwill gesture considering that you have already advised of it.

I would also add that the advisor who stated that he would call me back to ensure I was happy with the resolution of my complaint also never called. At this point, nothing surprises me anymore with PlusNet.

Re: Plusnet not adding credit

Villain — Mon, 24 Mar 2025 14:28:08 GMT

For context:

5th January 2025: My internet dropped out, I text PlusNet diagnostic bot. No response.

5th January 2025: I text again. No response again, I gave up.

6th February 2025: I text again and the diagnostic bot found a network fault on the line.

7th February 2025: PlusNet advised that the fault was fixed. It was not.

9th February 2025: I text the diagnostic bot again and it stated that an advisor would need to call me to discuss.

9th February 2025: I received a text to advise that the fault was resolved. It was not.

9th February 2025: Once again, I text the diagnostic bot and then an advisor spoke to me and said it would be resolved.

12th February 2025: Again, I received a text to advise that the fault was resolved. It was not.

12th February 2025: Once again I text the diagnostic bot and once again I spoke to an advisor and raised a complaint.

The advisor stated that they would "personally ensure that this would be fixed and call me back in the morning on 14th February to ensure that I was happy with the resolution of the complaint".

14th February 2025: I didn't receive a call, how surprising.

18th March 2025: I received an email stating:

We've reviewed your account and found that you are owed a credit. £39.04 will be credited to your account for the following reason:

Automatic compensation - Delayed loss of service repair

24th March 2025: The monthly bill has been taken via Direct Debit with no mention of this credit in my account.

24th March 2025: A question is then open and automatically closed which states:

We recently contacted you to advise that you were due a compensation credit total amount of 39.04.

On this occasion, we've got things wrong, as this has been highlighted as an incorrect figure in accordance with Automatic Compensation guidelines for no observable total loss of service. The credit was therefore applied in error and has now been removed.

It seems that PlusNet on many occasions have got things wrong - I wouldn't say that my complaint is yet resolved.

Re: Plusnet not adding credit

lahbrannan1 — Mon, 24 Mar 2025 16:25:50 GMT

Hi @Villain

I am sorry to learn of the issues you are experiencing.

Please advise of a time in which you would like us to get in contact to discuss your complaint. Alternatively, please feel free to reach out to a member of our team at your own convenience.

The contact number is 0330 123 9123

Lee Plusnet Sheffield