topic Re: Confusing pricing info appeared on my account... in My Account/Billing

Confusing pricing info appeared on my account...

Opal — Mon, 31 Mar 2025 13:25:40 GMT

Hello all,
I rejoined Plusnet this month & activated this morning.
I was exploring my account & came across under "Broadband" a figure of £27.06 under "current monthly price".
This is at odds with the £24.99 per month price I signed up to?

Can a plusnetter have a look & advise please?
Many thanks

Re: Confusing pricing info appeared on my account...

Windings — Tue, 01 Apr 2025 15:48:36 GMT

Hi @Opal, I've taken a quick look into your account to have a quick check and it seems the discount amounts that were applied were incorrect.

I have modified the discount to the correct amount for you today.

Because the Invoice has already been generated for this bill date, it will still be £27.06 but as this is your first month of being with us, you wont be charged anyways. Your next months invoice should show your correct fee.

If you need any more info or have any queries, my DM's are always open and will respond when i can.

All the best

Re: Confusing pricing info appeared on my account...

Opal — Tue, 01 Apr 2025 15:50:55 GMT

Thankyou I shall watch with interest!

I was wondering how the first payment I made earlier in March (on sign-up) fitted into everything...

Re: Confusing pricing info appeared on my account...

Opal — Fri, 04 Apr 2025 12:35:58 GMT

@Windings I just had another look at my billing (although I haven't had a bill as yet), & it's better but still looks wrong - 25.92 Vs 24.99 I signed up to?
Thanks

Re: Confusing pricing info appeared on my account...

lahbrannan1 — Fri, 04 Apr 2025 13:50:45 GMT

Hi @Opal

Thank you for your recent message. Apologies for the discrepancy on our part, I have remedied this now to ensure the contractual amount should be reflected at £24.99.

Any further queries then please do not hesitate to reach out.

Thanks

Lee

Re: Confusing pricing info appeared on my account...

Opal — Fri, 04 Apr 2025 14:38:44 GMT

@lahbrannan1 thanks I'll keep another eye on it 👁️

Re: Confusing pricing info appeared on my account...

Opal — Fri, 04 Apr 2025 14:49:59 GMT

@lahbrannan1 Just had a quick inspect & can't actually see any differences...
I'll give whatever you've done a day or two to "clunk through" the system & recheck & advise.
Rgds

Re: Confusing pricing info appeared on my account...

Opal — Mon, 07 Apr 2025 14:22:01 GMT

Hello all & @lahbrannan1
I checked just now & it's still showing as the incorrect monthly price? Should be 24.99 ?
How can I escalate/resolve this ?
Thanks

Re: Confusing pricing info appeared on my account...

Windings — Mon, 07 Apr 2025 17:18:43 GMT

Hi @Opal, The discount has been modified from what i can see, at the moment the correction is queued to change and can take up to 24 hours to actually show on your account. If this change hasn't gone through please let us know and we will escalate it to our back-end team to get this resolved for you.

Regards

Re: Confusing pricing info appeared on my account...

Opal — Mon, 07 Apr 2025 17:27:30 GMT

@lahbrannan1
Ok I'll check again tomorrow...
It's still not showing my signed up to price of £24.99 per month.

I was under the impression you'd sorted this back last Friday & so it's had 24 hours to clunk through already?

Thankyou

Re: Confusing pricing info appeared on my account...

Windings — Mon, 07 Apr 2025 17:38:46 GMT

@Opal I first picked up this query for you on Tuesday last week and thought my calculations were correct, lee picked this up after on the Friday and has corrected it too. When i read the modified submission that Lee put through, it was dated today so it seems to be stuck in our system constantly updating but not doing anything, im gonna go ahead and refer this to the back end team for you now to get this sorted. I dont have a typical lead time for this to be sorted but we will make sure to keep you updated.

Apologies for the inconvenience.

Regards

Re: Confusing pricing info appeared on my account...

Opal — Mon, 07 Apr 2025 17:40:22 GMT

@Windings
Thankyou I'll keep another eye on it 🤞🏼👍🏻

Re: Confusing pricing info appeared on my account...

Opal — Tue, 15 Apr 2025 16:37:30 GMT

@Windings

I checked again just now and my monthly billing amount is still incorrect (in Plusnet's favour...)

I do hope that this will get fixed before we get to direct debiting from my bank account & me complaining to them that the wrong amount(s) are being taken...

Rgds

Re: Confusing pricing info appeared on my account...

Opal — Wed, 16 Apr 2025 13:02:16 GMT

@Gandalf I noticed you're still about and waving your superior service magic wand! 🙂

On previous Plusnet contract issues you were the man 👍🏻.

Could you take a look at this for me please?
TIA

Re: Confusing pricing info appeared on my account...

Gandalf — Wed, 16 Apr 2025 13:20:06 GMT

I can't fix this due to the nature of the issue, but we're absolutely aware and will be resolved as soon as possible. From what I can see, although the overall monthly subscription price is incorrect, the correct discount is applied, so when your bill is produced it should be accurate, but let us know if not and I'm sure we can sort things out.

Appreciate it's not a good impression and sorry for the hassle, but thanks for moving back to us.

Re: Confusing pricing info appeared on my account...

Opal — Wed, 16 Apr 2025 13:22:20 GMT

@Gandalf many thanks for having such a prompt look & getting back to me - appreciated.

I'll monitor & advise as you suggest.
Cheers

Re: Confusing pricing info appeared on my account...

Opal — Fri, 09 May 2025 11:35:39 GMT

@Gandalf

Hi Anoush,

As I half expected the amount per month showing on my account is still wrong (£25.92 not 24.99 as contract) & you've billed me for £29 odd... ?

I can't see the bill as such (is there a way?) so I can't see what you're charging for...

Can you please look again & decipher the £29 odd charge for me (or point me to the actual bill) & correct the amount going forward?

Regards
James

Re: Confusing pricing info appeared on my account...

Gandalf — Fri, 09 May 2025 11:50:46 GMT

Hi James,

From what I can see your account was incorrectly included in the recent price increase, unfortunately.

I can't change the amount that's due to be taken via the Direct Debit shortly, but I can either credit your next bill with the difference or refund it to your bank once the payment's taken, which would you prefer?

The correct discounts are already applied on your account to take effect from your next bill (the monthly subscription price in the Member Centre won't update until then), they just didn't apply to this bill due to timing.

You'll be able to see the bill by logging into your account online here.

Re: Confusing pricing info appeared on my account...

Opal — Fri, 09 May 2025 11:57:43 GMT

Hi Anoush,

Thankyou for your prompt reply (as always 👍🏻).
Please refund to my bank after the payment has gone through.
I make it £4.48?

Kind Regards
James

Re: Confusing pricing info appeared on my account...

Gandalf — Fri, 09 May 2025 12:31:06 GMT

Yep, I'll refund it the week after next.