topic Re: Refund after contract termination. in My Account/Billing

Refund after contract termination.

bogart99 — Fri, 09 May 2025 08:08:24 GMT

My contract ended in March but still get a bill saying I am in credit. so

1 I want the credit returned.

2. When I gave notice of termination I was told I would be sent a box/packet in which to return my router.

I have emailed numerous times on these two topics not received any sort of reply.

Does anybody read emails at Plusnet? I doubt it.

Re: Refund after contract termination.

corringham — Fri, 09 May 2025 08:21:39 GMT

@bogart99 wrote:

Does anybody read emails at Plusnet? I doubt it.

No, Plusnet are not contactable by e-mail.

As for the credit balance it can take a couple of billing cycles for it to be refunded. You usually get one bill showing the credit balance, and then a subsequent one showing a charge of the same amount - which is the refund - leaving a zero balance. You should receive the refund at that point. However, sometimes it takes an extra billing cycle for some reason.

Re: Refund after contract termination.

bogart99 — Fri, 09 May 2025 08:30:55 GMT

So how long do I give plusnet before binning the router?

Re: Refund after contract termination.

Gandalf — Fri, 09 May 2025 09:16:58 GMT

Hey, sorry to see what has happened.

Unfortunately, due to the way the cancellation request was placed, the account never fully terminated in our systems. I've passed this onto a colleague to manually destroy it and generate the final invoice.

If you can leave your Direct Debit Instruction active, we will refund the credit balance to your bank shortly.

(edit)

Just to confirm, your account is now cancelled and the final invoice should generate tomorrow.

All being well, the credit balance will land in your bank account next week.

Re: Refund after contract termination.

Townman — Fri, 09 May 2025 09:36:38 GMT

See here - Plusnet Return Router | Recycle Router | Help | Plusnet - for guidance on returning used equipment.

Re: Refund after contract termination.

bogart99 — Fri, 09 May 2025 14:22:02 GMT

I was told that a box would be supplied as I no longer have the original box. I can send it back minus the box but do not

want telling off if damaged in transit.

Regards

Re: Refund after contract termination.

Townman — Fri, 09 May 2025 15:10:10 GMT

How recently did you get the router? Hub Two boxes have a big “keep me safe for returns” note printed on the box. That practice pre-dated they becoming loaned devices.

Re: Refund after contract termination.

bogart99 — Sat, 10 May 2025 08:09:11 GMT

Cannot say exactly when but had for at least 3 years.

Re: Refund after contract termination.

bogart99 — Tue, 03 Jun 2025 08:23:12 GMT

Refund arrived. Now get annoying emails and texts about return of my router. TRAlk about left hand not knowing what the right is doing. Router has been returned. Even when replying to the email can only get some automatic response to which there is no reply. Have Royal Mail confirmation of delivery back to Plusnet!

Re: Refund after contract termination.

dvorak — Tue, 03 Jun 2025 08:17:18 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing