topic Billing Issue in My Account/Billing

Billing Issue

clarrajoycee — Wed, 28 Jan 2026 21:49:11 GMT

Unless I am mistaken my first bill since renewing my contract with plusnet is wrong. I renewed on a contract which is supposed to be £21.99 for a few months. My email confirmes this contract starts on January 9th. My next bill has been dated for January 20th until February 19th and has charged a first Direct Debit of £32.86. How can i have this corrected?

Re: Billing Issue

Chris_S — Fri, 30 Jan 2026 08:38:21 GMT

Hi @clarrajoycee

When you change or upgrade your contract mid month, there may be a pro rata charge to counteract any undercharging.

We have a handy web page which explains pro rata charges, just head to our Paying your Plusnet broadband bill web page.

If you still believe that your bill is not correct, you can speak with our Customer support team, who can give you a full bill breakdown.

Chris S

Re: Billing Issue

Townman — Fri, 30 Jan 2026 16:11:44 GMT

Renewed on the SAME PRODUCT or on an UPGRADE product (for example move to FTTP)?

Along with the explanation given by @Chris_S the new contract charges for an UPGRADE do not become effective until the new service is commissioned. So if the recontract incudes a product change, the new rate will not be applied until that new product is operational.

There are then complications where billing dates have been changed and are thus no longer aligned with the initial contact date. Billing rates will be according to contract dates, thus the first bill following a contract change might span two different contract rates.