topic Re: New contract started but being billed for being out of contract in My Account/Billing

New contract started but being billed for being out of contract

ajt1 — Thu, 23 Oct 2025 08:30:55 GMT

Hi, hoping someone can fix my billing issue.

Started a new contract on 1st September 2025 with a monthly cost of £40.49. However I am being billed for being "out of contract" with bills of £62.56 and £68.24 for September and October.

Can anyone take a look please, and sort it for me?

Thanks!

Re: New contract started but being billed for being out of contract

Townman — Thu, 23 Oct 2025 18:58:36 GMT

Is the new contract the same service as the previous one, or is it an upgrade to FTTP?

Billing at the new contract rate will not occur until the newly contracted service starts. If that is FTTP, then when FTTP is activated the new charge rate will apply.

If it is same service now as before, then something else is 'in play'. The month immediately following the end of the contract being at the out of contract rate can occur if the new contract was started very close to the end of the introductory discount period, but not two months.

Re: New contract started but being billed for being out of contract

ajt1 — Thu, 23 Oct 2025 21:43:23 GMT

It's the same service as before.

The old 12 month contract was due to end on 29/9/25 but I accepted the special offer to start a new 12 month contract and received an email saying this would start on 1/9/25.

My account home page says:

An error has occurred

You can't change your products for the moment, you already have a product change in progress.

And underneath:

Your contract

Re: New contract started but being billed for being out of contract

Townman — Thu, 23 Oct 2025 21:57:07 GMT

Check your ticket history (see the link below). Sounds like something has gone wrong with the new order. @Gandalf do issues such as this fall in your purview?

Re: New contract started but being billed for being out of contract

ajt1 — Fri, 24 Oct 2025 08:16:09 GMT

I received confirmation emails regarding the new contract. It seems the new contract has not been actioned. Anyone from Plusnet able to do so please & authorise a credit for being charged out of contract? Thanks.

Re: New contract started but being billed for being out of contract

Gandalf — Fri, 24 Oct 2025 10:44:20 GMT

Thanks for flagging!

Sorry for what has happened.

I've sorted it now, and I've sent you an email with more details.

Please let us know if there are any further issues.