topic Re: Why am I being overcharged in My Account/Billing

Why am I being overcharged

vfr750 — Wed, 24 Dec 2025 13:38:23 GMT

I am leaving Plusnet today 24-12-2025 and you have sent me a bill stating that

We'll soon be taking a payment of £52.59 for your service. This will leave your account on or after 5^th January 2026

What is that for ?.

I think it is wrong so I will think about stopping my direct debit, if it is not sorted by the 29-12-2025

I am only leaving because you could not give me a reasonable deal.

My contract ends today the 24-12-2025 and my new isp is not live until the 29-12-2025

so I will have to use my phone as a hotspot to view updates on my pc.

Re: Why am I being overcharged

jgb — Wed, 24 Dec 2025 13:38:25 GMT

The bill will have been prepared some (7??) days ago when you were still with PN. They bill in advance and until you actually leave the bill will be generated and then sent out - the benefit being if your switch away is delayed then you still have a service until the move actually takes effect. The next bill will be generated once you actually leave and the billing system is registering this with the actual leaving date., It usually appears about three weeks later and will refund any overpayment on the bill you currently have. Best advice is not to cancel the D/D as this will only complicate things and the refund is normally paid back that way otherwise you will wait longer for a cheque to appear.

Re: Why am I being overcharged

MisterW — Wed, 24 Dec 2025 13:41:15 GMT

You are billed monthly in advance. Whilst your transfer may be scheduled for today, if it doesnt complete for some reason , then your service will continue.

If you received the bill today, it would have been generated a day or two ago and since the service hasnt actually transferred, then the bill would be for the next months service.

Once your transfer has completed, a final bill will be generated which will include a refund of the advnace payment from the actual leaving date.

If you cancel the direct debit, then it will cause a failed payment and will delay any refund due.

Re: Why am I being overcharged

vfr750 — Wed, 24 Dec 2025 13:45:58 GMT

So you are saying that i will still have internet access with Plusnet until my new isp takes over on the 29-12-2025.

I still do not see why the bill is £52.59

when all I pay at present is £29.78 per month all in.

So please just stop my access as of Today 24-12-2025

as I do not want to be charged as excess amount for a few days most of which I will be away anyway.

I will leave my direct debit alone but please do not overcharge me.

Re: Why am I being overcharged

MisterW — Wed, 24 Dec 2025 13:53:13 GMT

I am leaving Plusnet today 24-12-2025

So you are saying that i will still have internet access with Plusnet until my new isp takes over on the 29-12-2025.

Sorry, I assumed your were moving to a new ISP using the switching process. Do I take it from the above , that you've actually cancelled with Plusnet rather than transferring ? If that's the case, then no , your service will not continue past the date you specified for cancellation

I still do not see why the bill is £52.59

I assume your minimum term contract has expired, so you will be charged the out-of-contract rate.

NB please be aware I am not PLusnet staff and don't have any access to your actual account, I'm merely basing my answers on experience

Re: Why am I being overcharged

Marsh — Wed, 24 Dec 2025 13:55:32 GMT

@vfr750 wrote:

So you are saying that i will still have internet access with Plusnet until my new isp takes over on the 29-12-2025.

I still do not see why the bill is £52.59

when all I pay at present is £29.78 per month all in.

As mentioned, our bills are always generated a month in advance, and with your account still being active, it has generated for 24th Dec - 24th Jan if you have a look at your membercentre, you will see when your contract ended, and this should explain why but on your final bill genreated for your account which is normally 20 days after it is closed down you would get a refund for the overpayment unfortnuattley with the bill already being generated we cannot adjust it.

@vfr750 wrote:
So please just stop my access as of Today 24-12-2025

You would need to call our Customer Options Team to organize this, as it cannot be done online. You can reach them here 0330 1239 123

Re: Why am I being overcharged

vfr750 — Wed, 24 Dec 2025 14:04:25 GMT

What A fuss this seems to be.

My new isp are dealing with it all,

so it looks like I will leave it up to them.

and be charged by Plusnet for the 5 days between my contract ending and the new isp starting.

and then get a refund on the overcharged amount.

thanks for all your help anyway.

Re: Why am I being overcharged

MisterW — Wed, 24 Dec 2025 14:36:33 GMT

My new isp are dealing with it all,

Now I.m confused! If that is the case and they are transferring your service on the 29th, then you would already have received a 'sorry you are leaving' communication from Plusnet with the 29th as the expected leaving date.

What made you think

I am leaving Plusnet today 24-12-2025

Re: Why am I being overcharged

vfr750 — Wed, 24 Dec 2025 15:47:15 GMT

I thought that when I spoke to your agent about getting a better price,

that my contract was going to run out.

it seems it will not until the new isp takes over,

as you have explained to me.

I did get an sorry you are leaving email, all it says is Your contract ends on 24 Dec 2025

nothing about the change over date being the 29-12-2025.

Thanks all

Re: Why am I being overcharged

Baldrick1 — Wed, 24 Dec 2025 16:19:44 GMT

@vfr750

This regularly catches people out, especially if they do not read all the contract conditions.

When you sign up with Plusnet, the service does not have a fixed end date. The offer is for a fixed time at a fixed rate contract, after which the price automatically reverts to the 'out of fixed contract' rate. This means that your connection is not cancelled at the end of the fixed term if Openreach fails to transfer your service on the exact requested date. This can move a few days either way, depending on resource availablity. Providing you leave your Direct Debit in place you will receive a refund about 3 weeks after the service is transferred.

Re: Why am I being overcharged

vfr750 — Wed, 31 Dec 2025 19:10:47 GMT

I may be trying to come back to plusnet sooner than anticipated.

Vodafone have not activated my switch over and the customer support is the worst that I have ever dealt with.

I have given them a few more days to sort it out, before I try and come back to Plusnet at my offer price.

It may be more expensive but at least it works. and you get good help on this forum as well.

I am using an EE4g router to get on line it is very slow.