topic Re: Account Error - renewal not completed in My Account/Billing

Account Error - renewal not completed

JRE101 — Fri, 04 Jul 2025 05:35:17 GMT

I renewed my phone & broadband connection on the 3rd June 2025, for which I have a confirmation email stating the new contract would take effect from 4th June. Having just recieved my first bill under the new contract, the bill is 3 times what I signed up for and when I checked my PlusNet account it now says I'm out of contract! Unfortunately I can't phone the call centre until next week and with no other way of contacting PlusNet, I'm hoping that this can be resolved by posting here.

Re: Account Error - renewal not completed

Gandalf — Fri, 04 Jul 2025 10:12:01 GMT

Hey,

Sorry to see what has happened.

Unfortunately, I can't fix the error, but it's under investigation and we've now suspended the billing of your account, so no further bills should generate until we've resolved the issue.

If the payment is taken, we can refund the incorrect charges as quickly as possible, alternatively should the direct debit fail, we'll adjust the outstanding balance to the correct amount.

Re: Account Error - renewal not completed

Longliner — Fri, 04 Jul 2025 10:34:04 GMT

Nice to see you back for a visit, Anoush, even though the same old problems remain! Best wishes,

Mike