topic Moved from Plusnet to other broadband - still being charged in My Account/Billing

Moved from Plusnet to other broadband - still being charged

herbby12 — Thu, 28 May 2026 21:37:16 GMT

Hi,

I have switched from Plusnet to other broadband starting from 1st April but I was still being charged by a direct debit secretly set up by plusnet and charged me GBP 42.83.

Could you please arrange for the refund

Re: Moved from Plusnet to other broadband - still being charged

zpeterk — Fri, 29 May 2026 07:12:35 GMT

You will have to phone them

Re: Moved from Plusnet to other broadband - still being charged

markhawkin — Sat, 30 May 2026 09:47:54 GMT

Phoning isn't a bad idea but in a few weeks you should get the refund for the service you haven't used anyway

Broadband is paid for in advance so on 15th May I pay for service until 15th June (the bill will have been produced a few days before 15th May).

If I change provider on 20th May I will get a refund for the cost of Plusnet's service from 20th May - 15th June.

You signed up for a direct debit when you took the Plusnet service (it wasn't "a secret").

If the new service started on 1st April I'm surprised you haven't had a refund.

The process might go wrong if

You didn't let the new provider use "One Touch Switching"
You were still within the minimum term of your plusnet contract (often 2 years but could be a different length).

Re: Moved from Plusnet to other broadband - still being charged

Townman — Sat, 30 May 2026 12:40:02 GMT

@markhawkin wrote:

If the new service started on 1st April I'm surprised you haven't had a refund.

That would all depend on who the new supplier is and how the migration was managed.

Not all suppliers use BT's infrastructure
A NEW service (rather than take over the existing service) order could leave the existing service intact

There is a long litany of "old service remains active" associated with migrations to / from VM. Altnets could give rise to the same, as could a change from FTTC (or SOGEA) to FTTP.

Plusnet will provide continuous billing and service provision until BT Openreach advise that the asset has been "moved away" from Plusnet. If the new provider does not process the order in the correct manner with BT Openreach ... Plusnet will never know that there is a new provider.

@herbby12 the OP has been scant with the details, there was no indication that they received a "Sorry you are leaving" communication from Plusnet, which would have been a clear affirmation that the gaining provider had processed the migration correctly. Even if that was received, the point of service swich still needs to be passed to Plusnet via BT Openreach.

This needs the new provider to ensure that they have processed the service take over properly with BT Openreach / OTS.

As for the "secret direct debit" ... that being used each month hardly makes it a secret!