topic Re: Billing error. in My Account/Billing

Billing error.

mastertrancer — Tue, 06 Jan 2026 14:07:18 GMT

Hi, I'm currently on a Unlimited Fibre Extra contract which expires on the 22nd January 2025. I'm currently paying £31.99 a month. Plusnet has been sending emails recently to encourage me to take out a new contact, which I have done. On the 15th January 2025 a BT engineer will be arriving to install Full Fibre 900. Plusnet have raised a bill to be paid via direct debit to be taken on the 12th January 2025 in the sum of £66.76. The new monthly bill for Full Fibre 900 will be £29.99.

The current bill is made up of the following:

Line Rental £16.62, Line Rental £12.01, Unlimited Fibre Extra £19.20, Unlimited Fibre Extra £13.86, Discount -£1.92, Postage & Packing for router £6.99. Surely this can't be right?

The same happened the last time that I renewed with them and they admitted that they had got it wrong.

Re: Billing error.

Rach_H — Wed, 07 Jan 2026 08:26:51 GMT

Hi @mastertrancer,

Welcome back to the Community!

I'm sorry to hear your bill is unexpectedly higher than normal, and I can understand your concern around this.

Have you spoken with our team so they can look into why this has happened?

Rach

Re: Billing error.

Townman — Tue, 27 Jan 2026 12:54:31 GMT

The billing is correct. Until the new service is commissioned one remains on the existing service. This is what can happen when UPGRADE contract changes are made too close to the end of the current contract’s discounted period.

The new contract on a different product does not start until that service is commissioned. At that time any payment already made for the old service will be refunded pro-rata. If the confirmed installation date is not met, automatic compensation should apply, which will rectify any out of contract charges.

In some circumstances if the commissioning delay is significant down BTOR engineering resources being unavailable, a good will gesture might be offered.

A new contract for a different service (and its price) does not become effective until the service starts. Many folks incorrectly think it starts the moment they press the button / put the phone down, thereby acquiring unfulfilled expectations.