topic Re: Account error renewal not completed in Broadband

Account error renewal not completed

Lapuria — Wed, 04 Feb 2026 22:45:18 GMT

I renewed my contract back on the 07/01/26 but my online account on the 04/02/26 shows I still have a product change in process and that I am out of contract.I will be charged £34.99 from the 07/01 till the 02/02.It was agreed in a confirmation mail with my new contract that I would be charged £21.49 instead.Please help!!!

Re: Account error renewal not completed

Townman — Wed, 04 Feb 2026 23:25:39 GMT

What is the characteristic of the renewal? Same product as before, a change to SoGEA or an upgrade to FTTP?

If there’s a product upgrade involved the new price will not start until the new product is commissioned.

Re: Account error renewal not completed

Gandalf — Thu, 05 Feb 2026 08:10:59 GMT

Hi @Lapuria

Should be sorted now, and I've sent you an email with some detail.

Re: Account error renewal not completed

Lapuria — Thu, 05 Feb 2026 11:19:15 GMT

Hello!Thanks for your prompt reply.I have read your mails in which you inform me I now have £6.24 credit in my account.This amount is incorrect.Please check the terms and conditions in my new contract.I have a mail sent on 05/02/26 at 8:07.I am afraid I cannot send you the screen shot of this mail as I have issues attaching files on this page. I am meant to be charged £21.49 in the first month.£34.44 minus £21.49 equals £12.95 credit,not £6.24.

Re: Account error renewal not completed

Gandalf — Thu, 05 Feb 2026 14:07:36 GMT

You'll get the remainder as a pro-rata discount on your next bill.

Re: Account error renewal not completed

Lapuria — Thu, 05 Feb 2026 14:23:55 GMT

What does this mean? What exact credit amount will I receive for my bill in March?

Re: Account error renewal not completed

Lapuria — Fri, 06 Feb 2026 10:08:05 GMT

Mr Gandalf,I am afraid my issue has not been resolved effectively.I need a written confirmation I will receive £12.95 credit back and not £6.24.This is due to Plusnet making a mistake and not renewing my contract in error on the 07/01.I have been charged as if I was out of contract for the month of February.

Re: Account error renewal not completed

Debbie_G — Fri, 06 Feb 2026 15:44:19 GMT

Hi @Lapuria.

If you check your inbox in the next few minutes, we've sent an email confirming the total credit amount.

Debbie