topic Re: PN Bill Query in My Account/Billing

PN Bill Query

pvmb — Thu, 04 Dec 2025 14:46:26 GMT

Following my change of contract last September, from FTTC to FTTP, I have been trying to make sense of my PN bills (never easy!).

Old contract (Unlimited Fibre £28.72pm), 18 months, due to end on 11 September 2025

8 September: New Plusnet contract terms agreed to (Full Fibre 145 £24.99pm) - "Expected start date 1 October. Out of service contract charge til then but you won't have to pay it as delay is not your fault."
8 September: Text from Openreach - "Openreach on behalf of Plusnet. We've received your Full Fibre order..."
11 September: Billed Out of contract (£54.70)
11 October: Billed Out of contract (£54.70)
27 October: Openreach text: "Your engineer has arrived" Service commissioned
11 November: Billed (£9.56)
- Line Rental: -£15.72
- Unlimited Fibre: -£11.80
- Full Fibre 145: £15.48
- Full Fibre 145: £31.99
- Discount: -£3.38
- Discount: -£7.00

Now, by my simplistic calculation, if the Full Fibre 145 contract had been in place from the end of the previous contract I would now have been billed three times at £24.99 = £74.97

In total so far I have been billed 2 x £54.70 + £9.56 = £118.96

What explains the £43.99 discrepancy? NB. I have yet to receive the 11 December bill.

Re: PN Bill Query

MisterW — Thu, 04 Dec 2025 15:24:02 GMT

@pvmb difficult to confirm without seeing the actual bill, but it looks like your 11th November bill took account of the change to FTTP mid billing cycle.

What explains the £43.99 discrepancy

I don't see anywhere you've been credited for paying the out of contract price for FTTC on Septembers & Octobers bill (apart from the 27th Oct to 11 Nov presumably credited on Novembers bill)

Re: PN Bill Query

pvmb — Thu, 04 Dec 2025 16:17:34 GMT

...I have given the figures from "the actual bill" in my post! (Leaving out a couple of items charged at £0)

Re: PN Bill Query

MisterW — Thu, 04 Dec 2025 16:27:36 GMT

Yes but the applicable dates for the associated charges arent there.

Assuming your billing date is the 11th and FTTP was installed on the 27th then from what's there on the 11th Nov bill it looks like

refund of line rental already paid for 27th Oct to 10th Nov

refund of part fibre already paid for 27th Oct to 10th Nov

charge for FTTP from 27th Oct to 10th Nov

advance charge for FTTP from 11th Nov to 10th Dec

discount for FTTP from 27th Oct to 10th Nov

discount for FTTP from 11th Nov to 10th Dec

Whats missing is any agreed adjustment for having paid out-of-contract price for FTTC from 11 Sept to 27 Oct

Re: PN Bill Query

pvmb — Thu, 04 Dec 2025 16:32:21 GMT

"Whats missing is any agreed adjustment for having paid out-of-contract price for FTTC from 11 Sept to 27 Oct"

Quite so!

I will look closely at the above figures to try and see if they do at least account for the period 27 Oct to 10 Nov.

Re: PN Bill Query

MisterW — Thu, 04 Dec 2025 16:41:15 GMT

I will look closely at the above figures to try and see if they do at least account for the period 27 Oct to 10 Nov.

They do seem to. If you take the two refunds

- Line Rental: -£15.72
- Unlimited Fibre: -£11.80

Then togther they do add up to around the part month cost (of the £54.70) applicable for 27 Oct to 10 Nov

Re: PN Bill Query

pvmb — Thu, 04 Dec 2025 17:11:41 GMT

Yes the 11 November bill seems to discount costs from 27 October (when the FF 145 contract was finally activated) to 10 November. Leaving the earlier period from 11 September (when the UF contract ended) so far unaccounted for. Let's hope the December bill deals with that period.

Re: PN Bill Query

MisterW — Thu, 04 Dec 2025 17:49:23 GMT

Let's hope the December bill deals with that period.

I suppose it might. Unlike the partial refund, which is automatic, I suspect the adjustment requires manual action.

If the Dec bill doesn't deal with it then I suspect we're likely to need the 'billing wizard' 😀

Re: PN Bill Query

pvmb — Thu, 11 Dec 2025 17:21:11 GMT

@pvmb wrote:

Yes the 11 November bill seems to discount costs from 27 October (when the FF 145 contract was finally activated) to 10 November. Leaving the earlier period from 11 September (when the UF contract ended) so far unaccounted for. Let's hope the December bill deals with that period.

Oh dear! It hasn't.

Just received Email notice of my December bill and the amount shown is just for the standard Full Fibre monthly charge

"Your next payment:

We'll soon be taking a payment of £24.99 for your service. This will leave your account on or after 18th December 2025."

Logging in to my account there is this curious message:

"Change already in progress

You are not currently allowed to make a change. There is already a change in progress. Please try again later"

Plus, in Billing and Payments:

We'll send you your next bill on: Invalid Date

Your balance is £NaN

Most recent bills (0)
Most recent payments (0)

You’ve no bills to view right now

We’ll let you know when your first bill is ready and you’ll find it here.

Could they be still working on it? Either that or this matter has blown up the PN billing computer!

Re: PN Bill Query

MisterW — Thu, 11 Dec 2025 17:23:10 GMT

You're probably going to have to call in...