topic Re: Hard copy of latest bill in My Account/Billing

Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 07:51:09 GMT

Hi, I need a hard copy of my latest bill for ID purposes because they won't accept a downloaded digital copy

Re: Hard copy of latest bill

Anonymous — Mon, 12 May 2025 08:00:23 GMT

Do you know someone with a printer?

My wife and I recently had to prove our IDs for legal purposes. I printed off copies of bank statements etc and took them to a local solicitors who took a copy and officially stamped the copies and annotated with "Certified copies of originals which have been seen". These were then accepted for the ID checks.

Why the solicitors took copies and didn't just stamp and annotate my original prints I don't know. Nor did they actually - just said it was the proper procedure.

It cost us £5 per document.

Re: Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 08:10:06 GMT

They won't accept a printed copy in any format - it has to come from the provider. Thanks anyway

Re: Hard copy of latest bill

Anonymous — Mon, 12 May 2025 09:12:42 GMT

@lisarussell84

Have you tried asking whoever is requesting this from you, how they will be able to tell the difference between a copy that Plusnet have printed and one that you have printed "yourself"?

"They won't accept a printed copy in any format - it has to come from the provider."

If they really won't "accept a printed copy in any format", what are they expecting? Any provider is only going to print a paper copy of a PDF document at best.

Without going in to too much personal detail, who is it that is asking for this?

Re: Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 09:16:28 GMT

If anyone has a contact number for customer services that actually works I'll phone up and ask for a hard copy - its a simple request. It is needed for proof of ID for a government department and they are being very particular

Re: Hard copy of latest bill

MisterW — Mon, 12 May 2025 09:29:45 GMT

The contact number is at the bottom of this link https://www.plus.net/help/ which you'll find at the top of every forum page

Its 0330 1239 123

Re: Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 09:40:28 GMT

That number keeps ending my call

Re: Hard copy of latest bill

MisterW — Mon, 12 May 2025 09:46:58 GMT

Is it ending it immediately or when you select an option ?

Its certainly giving me the IVR menu.

If you're calling from the number registered on the account, then try withholding the number. I've heard of issues where the system thinks there is a problem with the account, and calling from the registered number automatically attempts to route the call to a closed dept, although there shouldnt be any closed depts at this time of day!

Re: Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 09:55:58 GMT

it lets me do the ivr but says lines are busy and ends the call

Re: Hard copy of latest bill

MisterW — Mon, 12 May 2025 10:12:15 GMT

I've escalated this to try and get some staff attention

Re: Hard copy of latest bill

Townman — Mon, 12 May 2025 10:26:07 GMT

@lisarussell84 wrote:

It is needed for proof of ID for a government department and they are being very particular

Meanwhile in most Government departments ... they demand that everything is done digitally!!!

Re: Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 10:32:56 GMT

I know! I keep telling them that they advise everyone to go digital and paperless - I have and now I'm having to jump through hoops. Very frustrating!

Re: Hard copy of latest bill

LexLex2020 — Mon, 12 May 2025 10:45:22 GMT

Hi @lisarussell84

No reports of issues for customers calling in, we have plenty this morning.

Have you tried the usual, restarting your phone, trying a different phone or maybe even trying this number for the sales team: 0800 013 2632

Might work better?

Let us know if any of that works.

Thanks, Lex

Re: Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 11:00:17 GMT

I have tried 0330 123 9123, 0800 432 0200 and 0800 013 2632 and as soon as I get through the IVR to discuss bill I get a message that states you are experiencing a high volume of calls and to call back later - I just need a hard copy of my latest bill sending and I tried phoning the 0330 number all day Friday and again today no luck

Re: Hard copy of latest bill

Marsh — Mon, 12 May 2025 13:18:24 GMT

Hey @lisarussell84,

I did get this looked into again, and unfortunately, we do not have any reports of this issue happening to different customers. However, we were quite busy this morning, so I would see if you can try to ring again later. If you are just needing a hard copy, you can print out the PDF of your latest bill on your account here Billing History | Member Centre | Plusnet

Re: Hard copy of latest bill

lisarussell84 — Mon, 12 May 2025 13:51:27 GMT

It has to be a hard copy sent through the post - I have already sent a downloaded copy and a version certified as true but they want a hard copy.

Re: Hard copy of latest bill

Townman — Mon, 12 May 2025 14:38:58 GMT

This is madness!!

How is anyone going to tell the difference between the billing PDF file printed by you or the same file printed by Plusnet?

Some form of photo ID would seem more appropriate to identity checking.

Might you consider asking your MP to help here? Seems the government department needs dragging into the 21st century … which is already 25% done!