topic Re: December bill has nearly doubled in My Account/Billing

December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 11:01:27 GMT

Looking at my aunt's Plusnet bill, it appears that the cost has nearly doubled from November 2025, with the difference being a Discount, which has gone from -£22.91 to -£1.48

The main items on the bill are: -

Unlimited Fibre = £25.91

Line Rental = £28.63

so the discount was mostly wiping out the Line Rental ( ~£30 pcm for a piece of copper is somewhat steep imho )

I'm listed as her backup/emergency contact, hence why I'm raising this question

I also note that her 18 month contract is due to expire in January - adding £20 to the bill, let alone the line rental cost isn't going to encourage her to stay with Plusnet

Any way to get billing / customer services in the loop, or is a phone call the only way ?

Thanks, Dave

Re: December bill has nearly doubled

bmc — Tue, 23 Dec 2025 12:11:09 GMT

@david_hay

When in January does the contract expire? Remember bills are charged a month in advance.

If the contract expires soon then you need to act now to either recontract or move ISP. Don't leave it until the last minute.

Does your aunt still use the land line. If she moves she'll lose the landline but depending on who she goes to could get a VOIP service.

Alternatively you could set up an independant VOIP supplier so the ISP provides only an internet service.

Although you may be able to renew "as is" at the moment note PSTN will probably be switched off this year (Jan 2027 at the latest).

You could try PlusNet Customer Options Team on 0800 013 2632 to see what's what.

Brian

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 12:15:18 GMT

Thanks @bmc her contract expires on 23rd Jan 2026 so one month from today

She does still use the landline, as she has a telecare device configured

Plusnet do offer a 12 month renewal for a service including landline until January 2027 ( when, as you say, landlines go bye-bye ) for £27.99 pcm, increasing to £31.99 in March 2026 🙃

I'll look at renewing / recontracting over Christmas

Thanks again, Dave

Re: December bill has nearly doubled

Baldrick1 — Tue, 23 Dec 2025 13:26:44 GMT

@david_hay

It is worth double checking the contract as it's not unknown for the contract to be incorrectly billed a month short of the agreed date. Also note that it's not unknown for contract end dates to be different to billing dates. Any discepancies and I'm afraid that you will have to ring in.

Whilst a 12 month contract extension has been offered, I would not trust it running the full 12 months. My advice would be to spend time sooner rather than later investigating whether she needs an updated telecare system and if so, the available options.

Re: December bill has nearly doubled

mystreet1 — Tue, 23 Dec 2025 13:41:37 GMT

Also ensure that she is recorded as a vulnerable person with PlusNet

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 13:47:03 GMT

@Bal yeah, 100% wrt the telecare device, going to look at 4/5G alternatives for that

Will also call PN customer services wrt the contract - I've had similar issues with billing for my own PN account

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 13:48:30 GMT

@mystreet1 yep, she IS recorded as vulnerable, which is partly why I'm on her account, as a backup/contact

Will defo look at FTTP both for her AND for me - we live in the wilds of The Shire (!) and thus ADSL is the only game in town alas

Re: December bill has nearly doubled

bmc — Tue, 23 Dec 2025 16:26:39 GMT

@david_hay

If she's happy with her current telecare provider they should have a digital alternative available by now.

If both your aunt and youself are on ADSL then you've got other problems to worry about. When PSTN goes so does ADSL as it requires the landline. PlusNet do not offer the digital alternative (SOADSL). Very few providers do apparently. BT and A&A both do I believe. EE does not. You aunt should get a backup power unit when she goes digital

Either way, unless Full Fibre becomes available to you you'll both have to change ISP. Leaving PN could cost you PN email address if you use them and they haven't been migrated to Greenby.

Have you checked recently for FTTP - see www.openreach.com

Brian

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 16:44:45 GMT

Thanks @bmc

For me, FFTP is still a ways out ...

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 16:45:55 GMT

My aunt, apparently, is already there ...

Re: December bill has nearly doubled

bmc — Tue, 23 Dec 2025 17:02:42 GMT

@david_hay

Next question - appart from the telecare alarm, does your aunt use the landline for phone calls?

Brian

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 17:28:06 GMT

@bmc yep, and she's gonna want to retain her existing number and call blocker ( BT handsets ) if at all possible 😀

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 17:33:02 GMT

Looks like number porting via a PAC is an option .... 🤔

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 17:35:18 GMT

We'd also need to call EE given the telecare device ...

Re: December bill has nearly doubled

bmc — Tue, 23 Dec 2025 18:58:19 GMT

@david_hay

While I wait for your images to clear moderation a couple of things.

You should be able to check your aunts end of contract date by logging into her Members page on PN.

Unless the telecare system is tied to a particular ISP it should work with any ISP. If you're looking a 4g solutions then that frees the telecare from the landline. It needs to be sorted urgently as it dictates what happens next with the internet service.

Unless the phone is a specific model tied to BT it should work with any VOIP provider. However, call blocking options vary across providers so would need to be checked.

Finally put your aunts number in the following - https://www.broadbandchecker.btwholesale.com/#/ADSL

Full Fibre shows up as WBC FTTP What does it say to the right of this - "One Stage" or KCI2. Below the window in the narrative there should be line about the FTTP install - what does this say?

Brian

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 19:14:48 GMT

Thanks @bmc

1. Her end of contract date is 23rd Jan 2026

2. wrt the telecare solution, yep, that's on my to-call list

3. wrt her handset, yeah, I agree - I don't think it's pinned to any single provider, but will need to double-check the model details

4. wrt WBC FTTP it's listed as 1 Stage

5. wrt FTTP installation, it says: -

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: December bill has nearly doubled

bmc — Tue, 23 Dec 2025 19:27:42 GMT

@david_hay

Unless your aunt uses PN email she's not tied to any ISP. As it's contract time she can move to anyone without penalty. As it involves a Full Fibre installation there will be a delay until the install is done. You only find out how long when it's ordered.

If moving then the easiest way to do it while retaining a phone service is to go to one who does both. PN will try to get you to go to EE (rather then BT). Although not the cheapest I would have a look at Zen Internet. Well regarded ISP and a good quality router with a phone socket that works.

Call barring is a service and not part of the phone so you need to ask any new provider about it. Also, VOIP doesn't work during power cuts so you'll need to look at power backup. You aunt may (should??) be entitled to a free unit.

With regard to the information you just provided the key sentence is the first line - no anticipated issues.

Brian

Re: December bill has nearly doubled

david_hay — Tue, 23 Dec 2025 19:42:59 GMT

Thanks again @bmc

I really appreciate your guidance and kind support here.
Have an excellent Christmas and a very Happy New Year